FAQ

During this holiday season, we may experience an influx in orders and processing. In order to offer you the best quality of products and service, please understand any delay in shipment of your order. We apologize in advance for any inconvenience this may cause, our team is working as diligently as possible every step of the way. Please reach out to our designated concierge team for any other inquiries or updates on your order.

Thank you for your patience, 

Matiere Premiere US

 

PAYMENT OPTIONS

We accept the following payment options:

• Visa
• MasterCard
• American Express
• Discover
• PayPal

SALES TAX

We collect sales tax based on your shipping location.

SHIPPING

USA

Method	Cost	Expected Arrival
Free Shipping (orders $100+)	Free	5-7 business days (continental U.S.)
Standard Shipping (orders under $50)	$8.50	5-7 business days (continental U.S.)
Standard Shipping (orders $50-$100)	$10.00	5-7 business days (continental U.S.)
Expedited Shipping	$20.00	2-4 business days (continental U.S.)

CANADA

Method	Cost	Expected Arrival
Free Shipping (orders $250+)	Free	2-4 weeks
Standard Shipping	$35.00	2-4 weeks

 

Please review your order to ensure that the shipping address is correct. We cannot redirect or cancel orders once they have been sent to fulfillment.

*We do not cover the cost of Import Fees, including VAT (Taxes) and Duties.

**Shipping fees are non-refundable

***Please allow up to 2-3 business days for your order to be processed before shipment. Note, 2nd day express shipping methods account for transit time only, not including the order processing period. Standard Shipping for non-continental U.S orders (i.e. Alaska, and Hawaii) can take up to 4 weeks.

****Please note we do not ship to PO Boxes for orders over $150.00, as signature is required.

Why is my shipment delayed?

Our teams are working overtime to produce and ship the top-quality Matiere Premiere products to you, our customers around the world, as quickly as possible. You may experience delays due to the number of orders being processed and extended lead times for shipping many of which are imposed by our delivery partners. Please check with your carrier for accurate delivery information so that we can collectively get through this extraordinary time.

Thank you in advance — not only for your loyalty to Matiere Premiere USA but for your patience! 

Promotional Codes & Discounts

Please note that any Create Your Own 3 Piece set or Discovery Sample Set  products are void to any promotional codes or discounts. These items are also nonrefundable and final sale. 

Matiere Premiere USA reserves the right to extend, modify, eliminate, or reduce promotions at any time.

RETURNS

What is your return policy?

If you would like to return an item purchased on Matiere Premiere, you have 14 days from your order's fulfillment date. All parts must still be on the items and the items must be in unused, perfect condition.

What can I return?

All Discovery Kits, Gift Sets and samples nonrefundable and final sale. All other products can be returned within 14 days from the fulfillment date.

Please note that the item must be in unused, and sellable condition, and all parts of the product and its packaging, caps, brand boxes, pamphlets, etc, must be returned in order for a refund to be issued. Shipping fees paid to deliver the order are non-refundable. There is a $10 Return Fee. We will not accept returns or replacements for products whose boxes/packaging are ripped, creased, crushed, or missing; or if any significant amount of fragrance is used. 

Please note that all items requested for re-order are waived the entire amount of refund of the product requested for shipment. All items are subject to review through the appropriate allocated customer care team to initiate store credit on a case-to-case basis.

Matiere Premiere US reserves the right to deny any and all requests made for refund and resubmitted orders for shipment or returned products.

 

Will all products I return get refunded?

All returnable products are subject to inspection. Damaged returns may result in store credit.

How can I make a return?

To initiate a return please CLICK HERE

Please note that you will have to have an intact product with all of its original parts, caps, branded boxes, pamphlets and packaging, in order to initiate a return.

How long does it take to process a return?

Once the returned products are received and inspected, the refund will usually take 5-10 business days to appear on the original form of payment

The return procedures outlined above are applicable solely to orders within the United States. Matiere Premiere US does not facilitate international returns. We do not assume responsibility for shipping expenses, potential customs fees, or furnish shipping labels for returns from international customers. If you are a customer located outside the United States and wish to initiate a return, it is your responsibility to coordinate the shipment to address stated below. We bear no liability in the event that your return is not received or is lost during transit.

For returns pertaining to orders outside the United States: Should your return align with the specified Return Conditions below, kindly generate your own shipping label and dispatch the item to the following address: 291 S Van Brunt Street, Englewood, NJ 07631, USA.