HAVE A QUESTION?
SHIPPING
1. What shipping options are available on MatiJaro.com?
The MatiJaro offers items for sale worldwide. A sale is confirmed only once payment has been received by MatiJaro. Our orders are shipped by FedEx.
2. How much is shipping?
All costs related to delivery and importing the items (foreign taxes and customs duties) are borne by the customer. For more information, please contact your local customs office or postal service to determine the quote for these additional costs prior to ordering.
3. How long will delivery take?
As soon as you select a purchase and make a payment, you will receive an email with the details of your order. You will also receive information about the availability of the product and the future delivery date.
MatiJaro offers products for purchase that are in stock and/or can be produced within 3 - 5 work days. However, sometimes jewelry houses may have to wait longer for materials from suppliers, so the production of items will take up to 14 work days. In most cases, the shipment has to reach the buyer on the next working day after dispatch. For residents of smaller cities, delivery may take up to two to three working days. Orders from residents of all other countries in the rest of the world will arrive within 3-6 business days. Delivery times communicated by MatiJaro shall be indicative only although they shall not exceed the maximum period of 30 days stated above.
4. Can I track my online order?
To track your order, click the "your account" link located at the top right of the Hermes.com website. Log in, then use the menu to track your order. If necessary, please feel free to Contact Us.
5. Are MatiJaro products insured when shipped?
All MatiJaro packages are insured.
6. Can I ship my order to an international location?
The MatiJaro offers items for sale worldwide. MatiJaro will not process any order with addresses that are P.O. Boxes, pick-up points or certain restricted areas, such as military establishments.
RETURNS AND EXCHANGES
7. How can I make returns or exchanges?
You must clearly inform us of your intention to return or exchange a product by completing the online contact form at www.matijaro.com Click here. Once you have arranged your return, place the item(s) in the original shipping box, use the complimentary shipping label provided with your package, seal the box securely and drop it off at the nearest FedEx location.
Your order will be accepted for refund or exchange if returned in original condition and packaging, (boxes, accessories, protective materials, booklet, warranty, Diamond reports, Diamond certificate) within thirty (30) days from the delivery date. To complete your return, we require an original receipt or a copy of the receipt in the case of a partial return. Once your return is received and inspected, we will notify you via email that we have received your returned item. We will also notify you of the approval or rejection of your refund.
8. May I return an engraved item?
All engraved or custom pieces are final sale.
9. How many days do I have to return my order?
Your order will be accepted for refund or exchange if returned in original condition and packaging, (boxes, accessories, protective materials, booklet, warranty) within thirty (30) days from the delivery date.
10. When will I receive my refund?
You will be refunded the full amount (minus shipping costs both ways) once the piece has been delivered back to our office.
PAYMENT
11. What payment methods does MatiJaro.com accept?
The following network payment cards are accepted: Visa, Mastercard, American Express. You may also choose to pay by PayPal, Apple Pay, Amazon Pay, IDEAL and Bank Transfer.
GIFTING
15. Will my order be gift wrapped?
All orders will be delivered beautifully wrapped in our signature gift box and special packaging, together with a MatiJaro shopping bag.
16. Can I include a personalized gift message with my purchase?
You may personalize your order by adding an accompanying card for a gift order.
17. Is engraving available on MatiJaro.com?
We offer engraving for certain jewelry (monogram, symbol, special date). The product page on the website indicates whether personalization is available for the item. If you wish to have your MatiJaro creation engraved, please enter the text for the selected jewelry on the website. You are responsible for ensuring that any wording you provide for personalized products is correct. Orders for personalized products cannot be cancelled and cannot be returned to us for exchange or refund, as described in these Terms of Service.
18. Does the MatiJaro Diamonds Certificate arrive with my order?
Yes, your MatiJaro Diamonds Certificates arrives with your item purchase.
19. What is the MatiJaro Diamond Certificate?
All of the gemstones used are officially certified by the Swiss Gemological Institute (SSEF), and our diamonds are certified by the International Gemological Institute (IGI) and the Gemological Institute of America (GIA).
20. What should I consider when choosing a diamond?
Choosing a diamond is a personal experience, and we encourage you to see MatiJaro diamond for its complete beauty. Every diamond has distinguishing characteristics known as the 4Cs—cut, clarity, color and carat weight—and each plays a specific role in determining a diamond’s unique value.
19. May I return an engraved item?
Orders for personalized products cannot be cancelled and cannot be returned to us for exchange or refund, as described in these Terms of Service.
20. How much does engraving cost?
Engraving uses technology to create lettering, consistently replicating our most popular styles. For three letters, there is a 55 Eur per-item engraving charge (or 110 Eur per pair of cuff links).
21. How long does engraving take?
Please allow an additional 1-2 days for delivery of engraved items.
22. What is a MatiJaro gift card?
The MatiJaro Gift Card allows the purchaser to share with their gift recipient the experience of shopping at MatiJaro and is available in denominations from 100 Eur to 2,000 Eur. The MatiJaro Gift Card can be used in our Matijaro.com website. It may not be redeemed for cash or applied to a MatiJaro account. To purchase a MatiJaro Gift Card click here.
23. How do I use my MatiJaro gift card to make a purchase online?
To use your MatiJaro Gift Card online, simply proceed through the checkout as though you were using a credit card. As payment method, select Gift Card and enter your Gift Card number and PIN. The amount of your purchase plus tax will be deducted from the value of the card. If the value of your MatiJaro Gift Card does not cover the full cost, a credit card may be used to cover the difference.
MY ACCOUNT
22. I cannot log into My Account. What should I do?
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24. How can I unsubscribe from the newsletter?
25. How can I delete my account?
CONTACT US
26. How can I contact MatiJaro?
27. When can I contact the Customer Service team?
28. What languages can the Customer Service team assist me in?
