FAQs

Orders/Shipping

What are your shipping options?

Domestic Orders

Order Value Standard Standard + Signature Expedited
Up to $50.00 $6.95 $11.95 $13.50
$50.01 - 149.99 $8.95 $13.95 $16.50
Over $150 Free $5.00 $16.50

International Orders

We are currently offering international shipping to Canada only via USPS for $35 USD, regardless of order size. Delivery typically takes 1-4 weeks to arrive once the order is shipped from our warehouse. Delays in customs can increase delivery times. Shipping includes tracking information. We are not able to offer expedited shipping options at this time.

When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination. We are not responsible for any of these charges since they occur after the items are shipped from our warehouse as we are unable to predict which of these fees, if any, will be applied.

Package Insurance:

We also offer Package Insurance at an additional cost, which will be clearly indicated at the time of purchase. Rates may vary based on current pricing at the time of your purchase. This insurance guarantees that if your package is lost during transit, we will replace it at no additional cost to you, ensuring your items reach you without further inconvenience or expense. To start a claim click here.

For customers who decide not to purchase Package Insurance, we still offer support in the unlikely event of a lost package.

Questions or comments? Email support@matatraders.com or call 1-773-944-5418.

Local Pick Up Orders

For those in the area, we offer local pick up for free. Pick ups are usually ready in 2-4 days. You will receive an email when your item(s) are ready with instructions on how to pick up your lovely Mata item. In general, our local pick-up times are Tuesday and Friday 12-4. Please wait to receive confirmation that your order is ready before stopping by.

Do you offer international shipping?

Canada

Currently, due to complications with international shipping, we are only offering international shipping to Canada. Cost of shipping to Canada is $35, and the estimated delivery time is 1-4 weeks.

You are also welcome to check out our Canadian retailers. You can do so at our store locator. There may be a store near you, or one of the Canadian stores might be able to ship items to you from their location, which could reduce overall shipping costs.

All Other International Inquiries

While we don’t currently offer shipping outside of the US and Canada, for other international Mata fans, we do encourage you to check out our store locator to see what international stores might carry Mata Traders. Additionally, even if there isn’t one near you, there might be one that offers shipping to your location.

How long will it take for my order to arrive?

Fulfillment can be expected in 1-3 business days depending on order volume, and shipping typically takes 2-5 additional business days. Wait times may be extended during Holidays, sales, or extreme weather conditions.

For expedited orders, fulfillment can be expected within 1 business day, and shipping typically takes 2 additional business days, depending on weather conditions and any unforeseen carrier issues outside of Mata's control.

How do I change/cancel my order?

If the package hasn’t shipped, email us at support@matatraders.com, and let us know – we’ll do our best to make any changes asap. However, if a package has already shipped, a return can still be arranged. Please see our returns section for more information.

I think my package is lost – what do I do?

Be sure to check your tracking number for details. Occasionally bad weather or increased mail volumes around holidays can affect shipping and cause delays. Sometimes customers will get a message that says “package is delayed and arriving later than expected”. This is a good sign – it means that the package is not lost and will arrive within a week. However, if it’s been over 3 weeks, and you have not seen any movement, please contact us at support@matatraders.com.

If you purchased Package Insurance you can start a claim here.

It says my package was delivered, but it never arrived – what do I do?

This is actually pretty common – 9 times out of 10, the package will be delivered the very next business day. Occasionally, a postal worker may scan an entire cart of mail as delivered while the truck is being loaded. However, if all deliveries cannot be completed within the day, the mail carrier may return to the post office with the undelivered mail and deliver the package the next day. If it hasn't shown up within 2 days, contact us at support@matatraders.com, and we can do some more investigating.

What do I do if I received an incorrect item/a damaged item?

We are invested in our customers receiving quality items. If we mistakenly sent you a damaged or incorrect item, we will make it right! To report the issue, please go to this page and enter your order number and email address associated with the order. There will be an option to select “damaged” or “incorrect” item. Just snap a picture of the issue, and wait for your return approval. We’ll make sure to get your replacement Mata item sent your way as soon as possible.

Sizing

How do I find my size?

There’s variation between various cuts and styles. Our fit intention is not the same across all styles. Some styles are meant to be oversized, some more form-fitting. For more information on certain styles, contact us at support@matatraders.com. 

size chart

 

Mata Garment and Jewelry Care

How should I care for my Mata clothing?

Storage

We recommend storing your Mata garments away from direct sunlight in order to preserve color.

Washing and Drying

We officially recommend hand washing our woven cottons to keep the clothes in their best shape, since so many things are handprinted, indigo dyed, hand embroidered, etc. Some customers may wish to machine wash their dresses – while we still officially recommend hand washing, we know anecdotally that washing with cold water on the delicate cycle with the gentlest of detergents, line or flat drying them, and then ironing or steaming (definitely no dryer!) seems to have good results. However, the more handmade details, the more we recommend handwashing.

Our organic jersey knits can be machine washed in cold water on a delicate cycle with gentle detergent.

How should I care for my Mata jewelry?

With collections debuting five times a year, our jewelry designers work hard to create styles that are trendy and modern, maintaining the handcrafted, bohemian vibe that is the epitome of Mata Traders. New designs, new materials, new colors – you can count on us to find your new favorite pieces!

After we develop initial sketches for each collection, our artisan partners get to work making the pieces come to life. Production takes place at multiple workshops in India, each specializing in different techniques and different jewelry components: soldering brass, carving bone, stringing beads and more, all handcrafted!

Our metal jewelry is made of a brass base that is electroplated for a finer finish, like gold or silver. Due to the nature of plated jewelry, knowing the proper care and handling can extend its life (and we want you to have our jewelry forever!). We’ve put together some guidelines to make the care of our jewelry simple and easy!

Wear
Sweat, water (showering, swimming and handwashing), perfumes/lotions, and cleaning products can cause deterioration or discoloration. Avoid wearing our jewelry anywhere it may get wet, or be exposed to extreme heat or humidity. Also keep in mind that perfumes or lotions can affect the finish of our jewelry.

Storage
Store your jewelry somewhere safe and dry, away from direct sunlight – try keeping it in a plastic or cloth bag. Even better? Separating each piece into its own bag to ensure they don’t brush or scratch against each other.

Cleaning/Polishing
It's always a good idea to clean your jewelry of oils and dirt it has collected throughout the day. A soft cloth or cotton ball will gently rub off oils, dust, and dirt, or try a small amount of brass cleaner if it needs a boost in shine.
We put months into creating this collection and hope you love it as much as we do. Remember to take care of your jewelry, so it lasts for years to come.

Returns

What is your return policy?

We value your business and want you to be completely satisfied with your purchase. If you are unsatisfied with your purchase for any reason, we offer a full refund for merchandise returned unused within 30 days of receipt with the following exception: Merchandise marked "Final Sale" or with a price ending in .98 may not be returned or exchanged. Returns after 30 days will receive store credit for the current selling price of the merchandise. Returns will not be accepted after 90 days.

In your cart at checkout, we offer our customers the opportunity to purchase an upfront Return Policy for $1.98. This option ensures that if you need to return a product, the return label and process will be completely free of charge (with the following exception: Merchandise marked "Final Sale" or with a price ending in .98 may not be returned or exchanged.) Opting for this policy allows for a hassle-free return experience, ensuring you can shop with confidence.

Customers who choose to opt out of this policy will still have the flexibility to make returns. However, please note that without this pre-purchased policy, the cost of the return label provided at the time of a return request will be the responsibility of the customer.

To start your return, click here. When making a return, you can specify whether you'd like a replacement, a refund, or store credit. Store credit will be issued in the form of a gift card that can be used anytime and does not expire. Refunds will be credited to the original form of payment. Please note that it can sometimes take up to a week for the funds to appear in your bank account. Shipping charges will not be refunded.

If you are a local (Chicago) customer, you can return items to our office during regular pick up hours, which are 12-4 pm, Tuesday and Friday. Our office is located at:

5112 N Ravenswood Ave
Chicago, IL 60640

How do I return my item?

To initiate a return, go to this page and enter your order number and email address associated with the order. Just answer the questions and select whether you’d like a refund, store credit, or exchange. If you need to consult the return policy, you can reference it here.

Why haven’t I received my refund/store credit?

Refunds and store credit are issued approximately 1 day after your package is delivered to Mata HQ. You will receive email confirmation of your refund or store credit.

Refunds usually take a few days to show up in most bank accounts. That being said, it depends on the individual bank. If you have questions about when your refund will arrive to your bank account, we suggest contacting your bank to see if they have a timeline for how long the process usually takes to get a better idea. If you never received a confirmation email that the refund process was started, be sure to check your spam folder. If it's not there, please email us at support@matatraders.com.

Store credit is emailed to you in the form of a gift card. If you haven't received the email, be sure to check your spam folder. If it's not there, please email us at support@matatraders.com.

When will my exchange order be shipped?

Your exchange order will be automatically created when your returns is delivered to Mata HQ and will then be shipped out asap. To initiate your exchange, click here.

Can I drop off my return at the warehouse/office in Chicago?

Yes. At this time, local drop-off returns are only processed directly through email -- not through our returns manager. Please email us at support@matatraders.com in order for us to approve the drop-off of your return. 

After approval, you can return the items to the office directly during regular pick hours, which are generally 10am - 4pm Tuesday through Friday. When you arrive, follow directions on the door sign.

The address is:

5112 N Ravenswood Ave
Chicago, IL 60640

Why can’t I submit my return request?

Be sure to check that the email address input is the same email address used to place the order and does not have any typos (some common typos are “@gnail.com” and “.comm”. You know we’ve all done it 😊). If the issue is still not resolved, please contact us at support@matatraders.com – we will get back to you in 1-2 business days.

Why isn’t my return eligible?

Your merchandise is eligible to return for a refund, store credit, or exchange if:

  • Your return is within 30 days of receiving your order.

    Your merchandise is not eligible for return if:

    • The item was marked as a “final sale” item on the product page and on the printed invoice received in your package.
    • It’s been over 30 days since you received your order.

    Click here to view our return policy.

    Everything Else

    Who makes Mata's clothing and jewelry?

    Our pieces are designed here in Chicago, and are produced by five fair trade partners in India and Nepal. These organizations range in size and specialties, but all are dedicated to their communities, to the fight for gender equality, and to the celebration of handicraft techniques. To learn more about these groups, click here.

    Does Mata Traders have a retail store?

    We offer in person shopping on certain days of the week! Please check our Contact Us page for the most updated shopping hours in order to come visit the retail space within our Chicago office:

    5112 N Ravenswood Ave
    Chicago, IL 60640

    We also occasionally host sample sales and other fun shopping events. Sign up for our newsletter or follow us on Facebook or Instagram for updates on happenings.

    Wanting to trying things on but don’t live near our HQ? We are carried in many retailers that we love! Check out our store locator or contact us for recommendations. 

    Do you restock items?

    Occasionally we will bring back a particular style and print, but generally we like to keep things fresh season to season. Don’t worry though – many of our most popular bodies like the Devonshire and the Bellini do come back almost every year in fun new prints and fabrics.

    What are your gifting options?

    Gift Cards

    We do offer online gift cards that can be used on our retail website. You can go to this page to purchase one: Mata Traders Gift Cards.

    After you purchase a gift card, an email will be sent to you containing a unique gift card "code" that you can then forward to your desired recipient. The recipient will then be able to input that code at checkout to redeem the e-gift card you purchased.

    Gift Receipt and/or Gift Wrapping

    If you're shipping the Mata item directly to the gift recipient, you can request a Gift Receipt and/or Gift Wrapping. Simply choose to add gift options, and select which gifting options you want (note: Gift Wrapping is $6.50).

    How do I use a gift card?

    To use your Mata Traders gift card:

    If you are using a desktop or laptop, enter your unique code into the “Gift card or discount code” box on the right-hand side of your checkout page.

    mata traders faq gift certificate entry

    If you are ordering on a tablet or smartphone, it can be tricky to see where to enter it, so be sure to go through the entire process carefully to see where to enter that information. When you go to your cart, you’ll need to click "show order summary" as seen here:

    mata traders faq gift certificate on mobile

    This will bring up a drop down menu where you can enter your info as seen here:

    mata traders faq gift certificate entry on mobile

    General/Contact

    How do I contact you if my question isn’t answered here?

    Email us at support@matatraders.com or call 773-944-5418. We’ll get back with you in 1-2 business days.