Returns, exchanges & complaints – what to do when something’s not quite right

Sometimes things just don’t go as planned.

Not because the product is faulty, but because life happens — a tiny human error sneaks in, or a machine decides to act up at the worst possible moment.

And that’s okay.

What matters is how we fix it – together, calmly and with care.

That’s why I created this page: to walk you through everything clearly, step by step. So you’ll know what to do if something doesn’t feel right, doesn’t fit, or simply doesn’t make you smile.

 Want to return a product?

Of course, you can!

Here’s how:

  1. You have 14 days after receiving your order to let me know you’d like to return it.

  2. Send an email to complaints@matuu.eu – you don’t need to give a reason (although I love feedback, it helps me improve!).

  3. After your email, you have another 14 days to send the item back.

📦 Return address:

Matuu

De Vlei 14

1852 KE Heiloo

Netherlands

  1. Return shipping costs are yours – I’ll cover the original shipping to you.

  2. Don’t forget to include your name and order number – it helps me find your order quickly.

  3. I’ll refund your payment within 7 working days after I receive the returned item in good condition.

⚠️ The product must be unused, undamaged, clean and – ideally – in its original packaging. (No lavender-drawer vibes, please 😉)

Need an exchange?

No problem at all!

Maybe the color wasn’t quite right or the vibe didn’t match. I totally get that.

  1. Send me an email: complaints@matuu.eu

  2. We’ll choose a new color or option together (I can even send fabric samples to help).

  3. You send your item back, and once I receive it, I’ll send the replacement.

  4. We share the shipping costs: you pay for the return, I pay for sending the new one.

Simple and fair 

Something went wrong? (Complaints)

I do my best to make everything just right – but hey, life happens. If something arrives damaged or has a fault, don’t worry – I’ve got you.

  1. Please take a photo and send it to complaints@matuu.eu

  2. If the parcel looks badly damaged, do not accept it from the courier – this helps us resolve things faster.

  3. I’ll take care of it and offer a solution – whether it’s a replacement, a fix or a refund. I’m here to help.

Wallpaper – important info!

My wallpapers are printed especially for you, so:

  • They cannot be returned (as they’re custom-made).

  • But! If something’s wrong – you can absolutely file a complaint.

Please check the wallpaper strips before hanging!

  • You have 14 days after delivery to report any printing issues (like pattern misalignment or defects).

  • After that, I’ll consider the product accepted as correct.

  • Once the wallpaper is applied, I can’t accept complaints.

  • I’m responsible for the print, not the installation – but feel free to ask for tips!

Wall decals

Just like wallpaper – they’re made to order and can’t be returned, but you can reach out if there’s anything wrong.

 Need help?

Got a question? Something not working? Or maybe you just want to say hi?

💌 Write to me at roksana@matuu.eu – no bots here, just me, with two kids running around and a heart full of fabric.

I’m here for you – with answers, support, and a lot of love.

Because Matuu was made with heart – and it’s here for yours