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
Orders are generally processed and shipped within 1 business day after purchase, excluding weekends and public holidays. During busy periods such as holidays or promotional events, processing time may be slightly longer. Thank you for your patience during these periods.
We offer free shipping in the Netherlands and Belgium.
After your order has been processed, we’ll send you a shipping confirmation with a ‘Track Order’ button. This takes you directly to the carrier’s website, so you can follow the live tracking updates!
Has your order not been delivered or has the parcel been lost? Then please contact us as soon as possible so we can find a solution.
Returns & Exchanges
You can start a return request via this link. The request will be processed within one business day.
We apply a 30-day return period. This means you can register your order for return up to 30 days after receipt.
For returns of unused items, the customer is responsible for paying the return shipping costs.
For returns of defective or damaged products, the return shipping costs will be paid by Matero Cookware.
Ordering & Payment
We offer multiple payment methods including iDEAL, Klarna, Visa/Mastercard, and PayPal.
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’re fully aware of how much you can save.
*PLEASE NOTE: Only one discount code can be used per order.
Do you want to cancel or change your order? Please contact us as soon as possible. Once we receive a cancellation or change request, we will contact our fulfilment partner immediately.
Has your order already been shipped? Then submit a return request as soon as you have received your order at home.
Yes, for every order we receive we have a tree planted in a place in the world where it is badly needed. Want to know more about this initiative? Then take a look at the One Tree Planted page via this link.
Haven’t found your answer?
Our team is ready to help you.
