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FAQs

1) Where are you from?

We are an Italian Company based in Pordenone, very close to Venice.

2)Where are your products made? 

All our products are made in Italy with quality as the priority.

2) What payment methods do you accept?

Accepted payment methods Paypal. Credit and debit cards Prepaid Cards Klarna In italy cash on delivery is also accepted All payment methods are without additional costs

4) How do you ship?

We ship to European Union, the Unted Kingdom and Switzerland using DHL Express. We ship to North America using DHL Express. In Italy we use GLS, Nexive and Bartolini.

5) What are the shipping costs?

In Europe shipping costs 6.99 euro but it is free if you spend at least 60 euro. For orders made from the USA or Canada free shippings starts from 90 USD.

6) When I will get my order?

We try to ship all order within 1 working day, although a delay of 24-48 hours is sometimes possible. We offer next day delivery to Italy, Shipments to the European Union and the United Kingdom are delivered in 1-2 days, while delivery to the US and Canada requires 2 working days. if you are having trouble with a missing order after 5 days, please write to our support chat, there may be an issue with you order.

7) How do I track my order?

You will receive an order confirmation via email, as well as a shipping notification when your order ships. You can trace an online order by viewing the tracking details in that email: By logging in to your customer account. Or If you don't have a customer account write to our support chat for help.

8) What is your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

9) Quality Control

All our products are checked before shipping. Our staff certifies the condition of the product and ensures its adherence to our quality standards. Should you receive a product that is damaged from the outside, please contact us immediately. Our goal is to resolve the situation as quickly as possible and cause you as little discomfort as possible.

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This is an approximate conversion table to help you find your size. If you have already purchased an item by our brand, we recommend you select the same size as indicated on its label.

Women’s apparel sizing

INTERNATIONAL XS S M L XL XXL XXXL
EUROPE 32 34 36 38 40 42 44
US 0 2 4 6 8 10 12
CHEST FIT (INCHES) 28" 30" 32" 34" 36" 38" 40"
CHEST FIT (CM) 716 76 81 86 91.5 96.5 101.1
WAIST FIR (INCHES) 21" 23" 25" 27" 29" 31" 33"
WAIST FIR (CM) 53.5 58.5 63.5 68.5 74 79 84
HIPS FIR (INCHES) 33" 34" 36" 38" 40" 42" 44"
HIPS FIR (CM) 81.5 86.5 91.5 96.5 101 106.5 111.5
SKORT LENGTHS (SM) 36.5 38 39.5 41 42.5 44 45.5

Men’s apparel sizing

INTERNATIONAL XS S M L XL XXL XXXL
EUROPE 32 34 36 38 40 42 44
US 0 2 4 6 8 10 12
CHEST FIT (INCHES) 33-35" 36-38" 39-41" 42-44" 45-47" 48-50" 51-53"
CHEST FIT (CM) 84-89 91-97 88-104 107-112 114-119 122-127 129-134
WAIST FIR (INCHES) 28" 30" 32" 34" 36" 38" 40"
WAIST FIR (CM) 71 76 81 86 91.5 96.5 101.5
SKORT LENGTHS (SM) 76 77.5 79 81 82.5 84 85.5
Size Guide
CHEST:

Around the fullest part of the neck, at the base.

WAIST:

Around the narrowest part of the waist.

HIPS:

Around the widest point of the hips.

SKORT LENGTHS:

From the crotch to the anklebone on the inside of the leg.

1) How do you ship?

We ship European and International orders using DHL express, although occasionally for European orders we may use DPD or UPS if they have a better service in the area

In Italy we use GLS, Nexive and Bartolini.

 

2) What are the shipping costs?

Shipment to the European Union, the United Kingdom and Switzerland costs 4.99 euro.

Shipment to the US and Canada Costs 12 Euros

3) When will I get my order?

We try to ship all order within 1 working day, although a delay of 24-48 hours is sometimes possible.

We offer next day delivery to Italy,

Shipments to the European Union and the United Kingdom are delivered in 1-2 days, while delivery to the US and Canada requires 2 working days.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at matildaluxsrl@gmail.com. Please note that returns will need to be sent to the following address: 

Matilda Lux Srl

Piazza delle scuole 1

33032

Bertiolo

Italy

 Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at matildaluxsrl@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at matildaluxsrl@gmail.com.

Drop Us A Line

We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

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