CUSTOMER SERVICE
SHIPPING
- Domestic orders are shipped via FedEx 2 days free of charge.
- Overnight delivery options are available for an additional fee.
- We do not ship to P.O. Boxes or APO/FPO addresses.
International orders are shipped via FedEx International (3–7 business days), with shipping fees added at checkout. Mateo New York is not responsible for additional duties, taxes, or customs delays associated with international shipments.
A signature is required upon delivery for all orders. Customers are responsible for ensuring someone is available to receive and sign for the package at the delivery address.
Mateo New York is not responsible for lost packages, delivery delays, or any issues that arise after the package has left our premises. If your package is returned to us due to failed delivery attempts, the customer is responsible for any reshipping costs.
RETURNS and EXCHANGE
Items purchased directly from our website may be eligible for an exchange only within 14 days of the delivery date, subject to approval by Mateo New York.
Important exceptions:
- Earrings are non-returnable and non-exchangeable due to hygiene and safety reasons.
- Made-to-order pieces, including rings and custom jewelry, cannot be returned or exchanged unless there is a manufacturing defect.
If you would like to request an exchange, please email us at sales@mateonewyork.com with your order number and a brief explanation of your request. All exchanges must be approved in writing by our customer care team.
If you purchased a Mateo New York piece of jewelry from an outside retailer, you must contact that retailer directly for their return or exchange policies. Mateo New York is not responsible for any jewelry not purchased directly from us.
ORDERS
Orders may be placed online at www.mateonewyork.com, or by phone via our Lisbon Boutique.
- Online orders may be canceled within 48 hours of being placed.
- For rings and all made-to-order pieces, cancellations must be made within 24 hours due to the custom nature of production.
- After these respective timeframes, orders cannot be modified or canceled.
- Please allow 2-3 weeks for processing of orders. Time can be a bit longer based on the season in which the order was placed.
For customer security, all online purchases must be authenticated with a valid form of ID that matches the billing information used during checkout. You will receive an email from sales@mateonewyork.com to complete the authentication process.
Mateo New York reserves the right to refuse sales or cancel orders at our discretion, particularly if the customer is in violation of our terms or for any suspicious or fraudulent activity.
PROMOTIONS
Promotions cannot be applied to previous purchases, they are only applicable at the time of purchase, during the alotted time frame.
SIZE CHART
| BRACELET SIZE | WRIST SIZE (Inches) | WRIST SIZE (cm) |
|---|---|---|
| Extra Small | 6.5" | 16.51 cm |
| Small | 7" | 17.78 cm |
| Medium | 7.5" | 19.05 cm |
| Large | 8" | 20.32 cm |
| Extra Large | 8.5" | 21.59 cm |
Online Privacy Notice
Effective Date: January 1, 2020
We at Mateo New York Inc. respect your concerns about privacy. This Online Privacy Notice describes the types of personal information we collect at www.MateoNewYork.com, how we use the information. We also describe the measures we take to protect the security of the information.
INFORMATION WE COLLECT
The types of personal information users of our Site.
- contact information (such as name, postal address, telephone number and email address);
- date of birth
- payment information (such as payment card details); and
purchase and transaction information (including serial numbers for timepiece registration).
The provision of your personal information is voluntary. However, if you do not provide us with your personal information, we may not be able to provide you with our goods and services, fulfill your requests, or respond to your inquiries.
INFORMATION WE COLLECT BY AUTOMATED MEANS
When you use our Site, we may collect certain information by automated means, using technologies such as cookies, web server logs, web beacons (including tags and pixels from third parties such as Facebook (https://www.facebook.com/about/privacy/)) and JavaScript.
Cookies are files that websites send to your computer or other Internet-connected device to uniquely identify your browser or to store information or settings on your device. Our Site may use cookies (such as HTTP cookies) and other types of local storage (such as browser-based or plugin-based local storage). Your browser may tell you how to be notified when you receive certain types of cookies and how to restrict or disable certain cookies. Please note, however, that without cookies you may not be able to use all of the features of our Site or other websites and online services.
In conjunction with gathering information through cookies, our web servers may log information such as your device type, operating system type, browser type, domain and other system settings, as well as the language your system uses and the country and time zone where your device is located. The web server logs also may record information such as the address of the web page that referred you to our Site and the IP address of the device you use to connect to the Internet. They also may log information about your interaction with the Site, such as which pages you visit. To control which web servers collect information by automated means, we may place tags on our web pages called “web beacons,” which are small files that link web pages to particular web servers and their cookies. We also may send instructions to your device using JavaScript or other computer languages to gather the sorts of information described above and other details about your interactions with the Site.
Our Site also uses third-party plug-ins for Instagram, Facebook, Pinterest, Twitter and YouTube. The providers of these plug-ins may collect your data using automated means when you interact with them. This information is collected directly by the providers of these plug-ins and is subject to the privacy policies or notices of these providers.
We may use third-party web analytics services on our Site, such as those of Google Analytics and Adobe Omniture. These service providers help us analyze how users use the Site. The information collected for this purpose (including your IP address or other information collected by automated means) will be disclosed to or collected directly by these service providers. To learn more about opting out of these providers’ activities, click the relevant link below:
HOW WE USE THE INFORMATION WE COLLECT
We may use the information described above to:
- provide products and services;
- process your payment;
- to the extent permitted by applicable law and with your consent where required, send you catalogs and other promotional materials, and communicate with you about, and administer your participation in, special events, programs, offers, surveys and market research;
- respond to your inquiries;
- perform data analyses (including anonymization and aggregation of personal information);
- operate, evaluate and improve our business (including developing new products and services; enhancing and improving our products and services; managing our communications; analyzing our products and services; and performing accounting, auditing and other internal functions);
- protect against, identify and prevent fraud and other unlawful activity, claims and other liabilities; and
- comply with and enforce applicable legal requirements, relevant industry standards and our policies.
We also may use the information in other ways for which we provide specific notice at the time of collection.
To the extent permitted by applicable law and with your consent where required, we also use information collected through automated means for purposes such as (i) customizing our users’ visits to our Site, (ii) delivering content (including advertising) tailored to our users’ interests and the manner in which our users browse our Site, and (iii) managing our Site and other aspects of our business. To the extent permitted by applicable law, we also may use this information to provide you with ads about our products when you browse this and other websites.
ONLINE TRACKING
You may see our ads on other websites based on your visits to the Site because we engage in retargeting. For example, if you view a particular product on the Site, you may see an ad for that product on a third-party website. Our retargeting activities are handled by service providers that track your activity on the Site and third-party sites by using automated means such as cookies. Accordingly, to the extent permitted by applicable law, we and our service providers may collect information about our visitors’ online activities over time and across third-party websites.
INFORMATION WE SHARE
We do not sell or otherwise disclose personal information we collect about you, except as described in this Online Privacy Notice. We may share personal information with service providers who perform services on our behalf based on our instructions. These service providers include: to provide targeted and personalized content, offers and advertising; process credit card payments; and provide web hosting services. We do not authorize our service providers to use or disclose the information except as necessary to perform services on our behalf or comply with legal requirements. We also may share certain personal information with our affiliates for the purposes described in this Online Privacy Notice. In addition, to the extent permitted by applicable law and with your consent where required, we may share personal information with third parties whose products or services may interest you, or with third-party database providers that other companies may use for their own purposes, including marketing. You have the option to prevent disclosure of your information in connection with a marketing database. Accordingly, you may object at any time free of charge to the use of your personal information in connection with a marketing database or withdraw any consent you previously provided to us and we will apply your preferences going forward. This will not affect the lawfulness of our use of your information based on your consent before its withdrawal.
If you do not wish for your personal information to be used in connection with a marketing database for direct marketing purposes, or, where applicable, you wish to withdraw any consent you previously provided to us, you may ask us to opt out of this use by contacting us as specified in the How to Contact Us section of this Online Privacy Notice.
In addition, we may disclose information about you (i) if we are required to do so by law or legal process, (ii) to law enforcement authorities or other government entities, and (iii) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss, or in connection with an investigation of suspected or actual fraudulent or illegal activity. We also reserve the right to transfer personal information we have about you in the event we sell or transfer all or a portion of our business or assets (including in the event of a reorganization, dissolution or liquidation).
HOW WE PROTECT PERSONAL INFORMATION
We maintain administrative, technical and physical safeguards designed to protect the personal information you provide on the Site against accidental, unlawful or unauthorized destruction, loss, alteration, access, disclosure or use.
LINKS TO OTHER WEBSITES
Our Site may provide links to other websites for your convenience and information. These websites may operate independently from us. Linked sites may have their own privacy notices or policies, which we strongly suggest you review. To the extent any linked websites are not owned or controlled by us, we are not responsible for the websites’ content, any use of the websites, or the privacy practices of the websites.
UPDATES TO OUR ONLINE PRIVACY NOTICE
This Online Privacy Notice may be updated periodically to reflect changes in our personal information practices. We will post a prominent notice on our Site to notify you of any significant changes to this Online Privacy Notice and indicate at the top of the notice when it was most recently updated, and/or take any further action required by law.
Security
Mateo New York takes reasonable and appropriate measures to protect Consumer Personal Data from loss, misuse and unauthorized access, disclosure, alteration and destruction, taking into account the risks involved in the processing and the nature of the Personal Data.
Access
Consumers generally have the right to access their Personal Data. Accordingly, where appropriate, Mateo New York provides Consumers with reasonable access to the Personal Data Mateo New York maintains about them. Mateo New York also provides a reasonable opportunity for those Consumers to correct, amend or delete the information where it is inaccurate or has been processed in violation of the Privacy Shield Principles, as appropriate. Mateo New York may limit or deny access to Personal Data where the burden or expense of providing access would be disproportionate to the risks to the Consumer’s privacy in the case in question, or where the rights of persons other than the Consumer would be violated. Consumers may request access to their Personal Data by contacting Mateo New York as specified below.
HOW TO CONTACT US
If you have any questions or comments about this Online Privacy Notice, would like to exercise your rights, or would like us to update information we have about you or your preferences, please contact sales@mateonewyork.com