What we do for you
We believe that our customers are individuals and we therefore allow you to decide which features and colours you require in most of the Mattes ranges. You could therefore, have literally hundreds of choices available to you. Consequently, we hold no stocks of finished products.
Whatever you order, will be made specifically for you.
Our web site is designed to help you make the right choices as you go from step to step through the order process. Provide us with the correct information as to what you need and we will provide you with products you will be proud of – this time, next time, every time!
Colour combinations – Returns Policy
Throughout our web site we give you the opportunity to view our recommended colour combinations for some of our ranges. You are ordering products made from natural materials, including genuine sheepskin, knitted wools and pure cotton dyed quilts.
It is technically not possible to ensure 100% that the cotton quilt will not fade during washing and over time, or that there will not be some slight dye transfer particularly between dark colour quilts and very pale wools.
The colour combinations we recommend are aimed at eliminating these risks as far as technically possible. We cannot eliminate the risk entirely with these natural products, but strongly believe that this is an acceptable trade off when measured against the unsurpassed benefits of natural, breathable products.
If you choose to order colour combinations not included in our ‘recommended colours’ information page we regret, we are not able to accept the return of such products for reasons of possible dye transfer between quilts and wools.
For all colour combinations, we regret, we are unable to accept the return of products for reasons of quilt fading. This is a feature of natural cotton.
Binding colour – Returns Policy
For products where we give you the choice to select a binding colour that is different to the quilt colour selected, we regret, we are not able to accept the return of such product other than for reason of a manufacturing fault or product defect.
Piping – Returns Policy
If you choose to order a product with piping(s), we regret, we are not able to accept the return of such product other than for reason of a manufacturing fault or product defect.
Sizing – Returns Policy
On the web site we provide you with information as to how to check measurements to ensure that you order the correct size. It is your responsibility to ensure that measurements are checked carefully by using our ‘what size to order’ information page.
If you select an incorrect size therefore, we regret, we are not able to accept the return of such product.
Care of products – Returns Policy
On our web site we provide you with information as to how to care for your products. It is your responsibility to ensure that you follow the guidance given on our ‘care’ information page.
In the event that a returned product is deemed by us not to have been cared for appropriately, we regret, we are not able to accept the return of such product and it will be sent back to you.
Product Defects – Returns Policy
In the unlikely event that a product develops a manufacturing fault or defect, please return it to us. We reserve the right to repair or replace the product at our sole discretion.
Personalisation - Returns Policy
Please ensure that the proof design is to your satisfaction. No refunds will be made for items personalised as per the approved proof except in the event of a manufacturing defect.
