Refund policy

Each MATEO piece is made with care and intention. The following outlines our returns policy by region. All returns require prior authorisation by email.

MADE TO ORDER AND CUSTOM PIECES

Because certain pieces are created individually for each customer, they are considered final sale and cannot be returned, exchanged, or refunded. This includes rings and pieces made or sized to a customer's specification, made-to-order pieces, and pieces produced in a special or non-standard metal. As these are brought to life uniquely for you, we are unable to accept their return.

UNITED STATES

CHANGE OF MIND
We accept returns within 30 days of delivery. Items must be unworn and returned in their original packaging. Return postage is the customer's responsibility. Once your return is received and approved, a refund will be issued to your original payment method.

FAULTY OR DAMAGED ITEMS
If your piece arrives damaged or develops a manufacturing fault, please contact us within 30 days of delivery with photographs sent by email. We will offer you the choice of a replacement or a full refund. Return postage for faulty items is covered by MATEO.

EUROPE, EU AND UK

CHANGE OF MIND
We accept returns within 30 days of delivery. Items must be unworn and returned in their original packaging. Return postage is the customer's responsibility. Once your return is received and approved, a refund will be issued to your original payment method.

FAULTY OR DAMAGED ITEMS
If your piece arrives damaged or develops a manufacturing fault, please contact us within 30 days of delivery with photographs sent by email. We will offer you the choice of a replacement or a full refund. Return postage for faulty items will be refunded by MATEO upon receipt of the returned piece.

REST OF WORLD

CHANGE OF MIND
All international orders outside the US, EU, and UK are final sale. We are unable to accept change-of-mind returns.

FAULTY OR DAMAGED ITEMS
If your piece arrives damaged or develops a manufacturing fault, please contact us within 30 days of delivery with photographs sent by email. We will offer you the choice of a replacement or store credit. Return postage for faulty items is the customer's responsibility.

Made-to-order, custom, engraved, and sale items are final sale. Duties and taxes are non-refundable on all international orders.

AUTHORIZED RETAILERS

If your MATEO piece was purchased through one of our retail partners, please connect with them directly for return or exchange assistance. As each retailer maintains its own policies, they are best placed to support you. MATEO New York is unable to process returns or exchanges for pieces not purchased directly from us.

RETURN REQUESTS

To initiate a return, please email us at sales@mateonewyork.com with the following details:

Your full name and order number
The item you wish to return
The reason for your return
Photographs, if your item is faulty or damaged

Our team typically responds within 1 to 2 business days. Please do not send any items back before receiving authorisation.