GENERAL QUESTIONS

Question From which countries can I buy online?
AnswerOur online shopping is available worldwide. The countries where our currier services (DHL) do not arrive are excluded.
Question Are both the showroom prices and the online prices the same?
AnswerYes, the prices are the same. They can vary for discounts at the store or by paying cash in the showroom.
Question Will I receive the same product I see in the photograph of the store?
AnswerYou should bare in mind that the products may be affected by lightening or the screen or device where you see them from. Being a handmade product any hank or braid you receive will be unique, all beautiful and maintaining the highest process standards both in dyeing and in the raw material as well as the percentage of aniline for each tone.
Question How to be up dated with our news and sales?
AnswerIn the footer section of our website you will find subscribe to the newsletter. Entering your email you will receive all our latest news.

PURCHASES

Question How to shop
AnswerBuying at Matisse is easy. Click on the section you want on our menu and choose the category of the product you are looking for. Select the product. On the right you will see the following information: name, final price per unit, grams, measurement, available colors.

Everything you buy goes in your cart. When you are ready to pay click on proceed to checkout and you finish your purchase.

Choose if you want the order to be delivered to your home address, to the nearest post office branch or if you want to pick it up from the showroom.

Complete the information and click continue.

Select the payment method: Mercado Pago, PayPal or bank transfer.

Pay for the order.

Question Can I delete any article from my order?
AnswerYes, you can. You may delete it from your cart as long as you haven t paid for it yet.

PAYMENTS

Question Is it safe to use my cards on Matisse website?
AnswerYes. All operations carried out are processed by: Mercado Pago or PayPal, guaranteeing security and supporting each purchase.
Question How do I know if my purchase was successful?
AnswerYou will receive an e mail with the details of your order. If it does not arrive within 3 hours it means that some information entered is incorrect, contact us so that we can help you solve the problem.
Question Why may my credit card be rejected?
Answer1. It may have expired. Check that it does not exceed the validity date.

2. You may have reached the limit of the card. Check with the bank.

3. Some data may have been entered incorrectly. Verify the correct filling of the gaps.

SHIPMENTS

Question Which are the delivery and pick up terms?
AnswerAll our products in stock are delivered within 2-5 days after the purchase is made. If it is an order to be dyed delivery time will take longer 15-30 days after having placed de order.
Question Where may I receive my order?
AnswerWe ship worldwide. The order may be received in the shipping address, at the closest post office branch or it may be picked up from the showroom with a previous appointment.
Question How much does the delivery cost?
AnswerThe cost is indicated at the time of purchase.   For international sales the exact price is passed once the package is assembled, taking into account that the volume of the wool is greater than its weight.
Question How is the pick up process from the showroom in Argentina handled?
AnswerIn case you choose to pick the order up from the showroom, we will send you an e mail once the order is ready. From that moment on, you will have 10 days to look for it.

It is necessary to show the purchase code or number and the identification of the person who picks it up.

Remember that you must coordinate with us beforehand by writing to [email protected].

Question How do we handle shipment in Argentina?
AnswerShipments are made through Correo Argentino.

 

Home delivery option: deliveries through Correo Argentino are made on business days from 8 30am to 6pm and it can take from 3 to 15 business days depending on the delivery location

Pick up at correo Argentino

Once the package arrives at the destination branch you have 5 business days to collect it. Otherwise the order returns to the showroom in Recoleta where you will be able to pick it up at no cost. In case you prefer that we send it through correo Argentino, you will have to pay the shipping cost again. Contact us to [email protected] so that we can help you with the delivery of your order.

Matisse is not responsible for mistakes made by customers when writing the shipping address or other data for the delivery or possible unanticipated delays of the Argentine mail. Matisse is not responsible for lost or missing packages.

Question How are our international shipments handled?
AnswerThey are all shipped through DHL

Orders will be processed within 1 to 2 business days depending on availability and proof payment. Once the payment is credited, the package is dispatched, delivery time 72 business hours once the package has been dispatched (approximately)

The shipping times are estimated, shipping may take longer than expected due to customs clearance in each country.

The shipping address cannot be modified once the purchase has been made. International prices are in US dollar currency. USD

Matisse es not responsible for unanticipated delays from DHL services.

ORDERS

Question May I check the status of my order?
AnswerYes, you may. You can send an e mail to [email protected] with your purchase number.
Question What to do if an article is faulty
AnswerIf the article arrives with a defect, write an e mail to [email protected] indicating the problem.
Question What to do if I receive an incorrect article
AnswerIf, on any occasion, by mistake, you receive an item you didn t order, contact us sending an e mail to [email protected].

RETURNS

Question How to return an item
AnswerTo make a return, the item must be in perfect conditions, without any use and with the corresponding receipt.

First you must write an e mail to [email protected] informing the reason for the return, attaching the receipt.

Then we will coordinate the return shipment to our studio located in Recoleta. The return shipping costs are not included.

Question What is the deadline for making a return
AnswerYou have 5 days once the order has been received. Products on sale cannot be returned.
Question Must I pay for the return?
AnswerYes, you must pay for the shipping cost.
Question When will I receive the refund ?
AnswerOnce the return has been approved, you will receive a confirmation e mail indicating that the refund will be credited to your account in the next few days.  We remind you that the payment to your credit card always depends on your bank.
Question How will I receive my refund?
AnswerIf for any reason we have to make a refund, the transaction will be made through Mercado Pago or PayPal. Depending on the means of payment you have used, the refund may take up to 30 days to be reflected.
Question What must I do if the amount of my refund is incorrect?
AnswerContact us by sending an e mail to [email protected].

We reserve the rights to make returns out of terms or of articles which are not in the same conditions as they were sent by us.