Frequently asked questions

Do you have questions about your order, the product, or returning an order? Find below the answers to the most frequently asked questions.

Shipping & Delivery

How long does it take before my order is sent?

Orders are usually processed and sent within 1 working day after purchase, except on weekends and holidays. During busy periods such as holidays or sales events, the processing time may be a little longer. We thank you for your patience during these times.

What are the shipping costs?

We offer free shipping in the Netherlands and Belgium.

Can I track my order?

After your order has been processed, we will send you a shipping confirmation with a 'Track Order' button. This will take you directly to the sender's site, so you can follow the live tracking updates!

My order is lost / not delivered, what now?

Has your order not been delivered or has the parcel been lost? Then please contact us as soon as possible so that we can come up with a solution.

Returns & Exchanges

How can I return my order?

You can start a return request via this link. The request will be processed within one working day.

How long do I have to return my order?

We apply a return period of 30 days. This means that you can register your order for return up to 30 days after receipt.

Do I have to pay for a return shipment?

For returns of unused items, the customer is responsible for paying the shipping costs for the return.

For returns of defective or damaged products, the shipping costs for the return will be paid by Matero Cookware.

Ordering & Payment

What payment methods are available?

We have several payment methods including iDeal, Klarna, Visa/Mastercard, and PayPal.

How do I use a discount code?

During checkout on the first page, there will be a box for you to enter the discount code - make sure to click 'Apply'. This is offered before the payment page, so you are fully aware of how much you can save.

*NOTE: Only one discount code can be used per order.

Can I cancel or change my order?

Do you want to cancel or change your order? Then please contact us as soon as possible. As soon as we receive a cancellation or change request, we will immediately contact our delivery partner.

Has your order already been sent? Then start a return request once you have received your order at home.

Do you plant a tree for every order?

Yes, for every order we receive, we plant a tree in a place in the world where it is greatly needed. Want to know more about this initiative? Then take a look at the One Tree Planted page via this link.

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