Terms of service
Orders
Orders may be placed online at mateonewyork.com. Once an order has been placed, we are unable to modify or cancel it. Mateo New York reserves the right to refuse or cancel any order placed in violation of these terms.
Shipping
Complimentary overnight shipping via FedEx Priority is included on all US mainland orders. Orders placed before 4:00pm EST will be dispatched the same day.
International shipping is available via FedEx for an additional fee. Orders cannot be shipped to P.O. Boxes or APO/FPO addresses. Mateo New York is not responsible for duties, taxes, or fees assessed to international shipments, nor for delays arising from customs processes.
Once your order has shipped, you will receive a tracking number by email. A signature is required upon delivery. Mateo New York is not responsible for lost or delayed packages once an order has left our studio. If a package is returned to us due to a failed delivery, re-shipment costs are the customer's responsibility.
Returns
Each MATEO piece is made with care and intention. Our returns policy varies by region.
US customers may return unworn items in their original packaging within 30 days of delivery. Return postage is the customer's responsibility. For faulty or damaged items, please contact us within 30 days with photographs and we will offer a replacement or full refund. Return postage for faulty items is covered by MATEO.
EU and UK customers may return unworn items within 30 days of delivery. Return postage is the customer's responsibility. For faulty items, return postage will be refunded by MATEO upon receipt.
International orders outside the US, EU, and UK are final sale. Faulty or damaged items may be reported within 30 days for a replacement or store credit.
Earrings, made-to-order, custom, engraved, and sale items are final sale across all regions. All returns require prior authorisation by email to sales@mateonewyork.com. Duties and taxes are non-refundable on all international orders.
If your piece was purchased through an authorised retailer, please contact them directly. Mateo New York is unable to process returns for pieces not purchased directly from us.
Promotions
Promotions apply to orders over $150 and cannot be applied to previous purchases. All promotions are valid only during the specified promotional period and at the time of purchase.
Size guide
| 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 |