Frequently Asked Questions

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

Shipping & Delivery

How long does it take for my order to be shipped?

Orders are usually processed and shipped within 1 business day of purchase, excluding weekends and holidays. During busy periods such as holidays or promotional events, processing time may be slightly 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 is processed we will send you a shipping confirmation with a 'Track Order' button. This will take you directly to the shipper's site so you can follow the live tracking updates!

My order is lost/not delivered, what now?

If your order has not been delivered or the package has been lost, 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 business day .

How long do I have to return my order?

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

Do I have to pay for a return shipping?

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

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

Order & Payment

What payment methods are there?

We have multiple 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 you click 'Apply'. This is offered before the payment page so you are fully aware of how much you can save.

*PLEASE 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? Please contact us as soon as possible. As soon as we receive a cancellation or change request, we will contact our fulfillment partner immediately.

Has your order already been shipped? Then start a return request as soon as you receive 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 badly needed. Want to know more about this initiative? Then check out the One Tree planted page of this link .

Didn't find your answer?
Our team is ready to help you.