Shipping policy

 

 

International Shipping Policy

We currently ship internationally from Hong Kong.

 

Shipping rates & Delivery estimates

We offer free shipping for orders over US$180 (after discount applied, if any).

For orders under US$180 (after discount applied, if any), shipping fee will be applied to all regions and countries outside Hong Kong.

Shipping charges for your orders will be calculated and displayed at checkout.

 

Shipment Processing Times

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, We will contact you via email or telephone.

MATTE WORKS is not responsible for any delays caused by the customs clearance process in overseas countries. 

 

Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email once your order has shipped containing your tracking number(s). 

 

Customs, Duties and Taxes

MATTE WORKS is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes)

 

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it is recognized as a valid address . If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

MATTE WORKS will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

 

Missing or Stolen Shipments

If you didn’t receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible:

Email: cs@matte-works.com

We will file a claim with the shipping carrier. Local law enforcement will be involved. We will replace or refund your order when the investigation is complete. Allow up to 21 days for the investigation.