Matiamo · Customer care

Returns & refunds

We want your gifts to arrive as agreed and be made with care. If something is wrong, please contact us so we can help.

Personalised and made-to-order gifts

We do not offer change-of-mind returns or exchanges for items made to your specifications or personalised for you. This does not affect your rights if goods are defective, damaged or do not match the agreed order, or any cancellation or return rights that apply by law.

Damaged, defective or incorrect items

Please contact us as soon as you notice a problem, with your quote or order reference, a description and, where possible, photographs. We will assess the issue and arrange the appropriate remedy and return process. Please keep the goods available for inspection; original packaging and photographs are helpful but are not conditions of your statutory rights.

Artwork and personalisation

Please check names, spelling, colours and artwork carefully before approving them. A product made correctly to your approved brief is not considered incorrect. If we have not followed the agreed specifications, please let us know.

Cancellations and changes

Contact us promptly if you need to cancel or change an order. What can be changed will depend on whether materials have been ordered or production has begun. We will explain any applicable costs and refund amount before agreeing a cancellation, subject to your legal rights.

Other returns and refunds

For non-personalised goods, contact us to discuss a return. Any applicable statutory cooling-off or return rights remain available. We will confirm the return arrangements and any lawful delivery costs with you. Where a refund is due, we will confirm the amount, payment method and processing time and comply with any applicable legal deadline.

Payment and lead times

• A 50% deposit is required to start production.
• Orders below R500 require full payment before production begins.
• The remaining balance is payable by the due date on your quote or invoice.
• Our lead time is 10–14 business days for all orders. We will confirm the schedule with you when the order is placed.

Get in touch

Email matiamoinfo@gmail.com or contact us on WhatsApp at +27 64 504 8128.