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frequently asked questions

General Product Questions

Matashi products are crafted from high-quality crystals, fine metals, and often feature gold or silver plating. We ensure that each item reflects the elegance and quality associated with the Matashi name.

Yes, Matashi products are carefully designed and handcrafted by skilled artisans, which gives each piece its unique charm and craftsmanship.

We offer some customization options, such as engraving on specific products. Please note that customized items are non-refundable, as they are uniquely created for you.
Ordering and Payment

Orders can be placed directly on our website. Simply browse, select your desired items, add them to your cart, and proceed to checkout. If you’re having trouble, our customer service team would be happy to assist.

We accept all major credit cards, PayPal, and other secure payment methods to make your shopping experience smooth and easy.
Shipping and Delivery

Most orders are processed within 1-2 business days. Standard shipping typically takes 3-7 business days, depending on your location. Expedited shipping options are available for faster delivery.

Yes, we ship internationally to many countries. Shipping fees and delivery times will vary depending on the destination. Please note that international orders may be subject to customs fees, which are the responsibility of the customer.

Once your order ships, you’ll receive an email with tracking information. You can use this link to check your order status until it arrives at your location.
Returns and Exchanges

We want you to be completely satisfied with your purchase. Non-customized items can be returned within 30 days of receipt for a full refund, provided they are in new, unused condition and in their original packaging. Customized items are non-refundable.

Please reach out to our customer service team to start a return. They will provide a return authorization and instructions on how to send your item back.

We take great care in packaging, but if your item arrives damaged, please contact us within 7 days of delivery. We’ll arrange a replacement or refund based on your preference.
Special Services and Policies

Absolutely! We offer gift wrapping for a small fee, making it easy to send beautifully presented gifts directly to your loved ones.

Yes, we offer wholesale pricing for larger orders. If you’re interested, please contact us for more details and pricing information.

All Matashi products come with a one-year warranty against manufacturing defects. Please keep your purchase receipt for warranty claims.

Yes! Just specify the recipient’s address at checkout. You can even add a personalized message to make it extra special.
Product Care and Maintenance

To maintain the sparkle of your crystal pieces, wipe them gently with a soft, dry cloth. Avoid exposure to harsh chemicals, water, or abrasive materials, as these can damage the crystal and metal plating.

Our products are crafted for decorative purposes and may contain small parts, making them unsuitable for children under 12. Please keep all decorative items out of reach of young children.

Matashi items are best suited for indoor display, as prolonged exposure to sunlight or weather can cause fading or damage.
Gifting and Special Occasions

Yes! At checkout, you can add a custom message to your gift, which will be included with the item to make your gift even more special.

Yes, we frequently offer limited edition and seasonal products for holidays such as Christmas, New Year’s, and other special occasions. Keep an eye on our website or subscribe to our newsletter to stay updated.
Wholesale and Corporate Orders

Corporate gift orders can be placed directly with our team. We offer customization options for logos or messages on select items, making them perfect for corporate events, employee appreciation, or client gifts.

Yes, we provide tiered discounts for bulk purchases. Please contact us to learn more about our pricing options for large or corporate orders.
Promotions and Discounts

We regularly offer special promotions on select items. Be sure to check our website and follow us on social media to stay informed about our latest offers.

We currently accept one promo code per order. If you have multiple codes, feel free to use them on separate purchases, or save one for your next order!
Warranty and Repair

Our one-year warranty covers defects in materials and craftsmanship under normal use. It does not cover damage from misuse, improper handling, or unauthorized repairs.

Yes, we can assist with repairs on many of our items. Please contact our customer service team for information on repair costs and availability.
Website and Account Information

Creating an account is easy! Click on “Sign Up” at the top of our website, and enter your information. Having an account allows you to track orders, save items to your wishlist, and receive special offers.

No worries! Click “Forgot Password” on the login page, and we’ll email you instructions to reset your password.

You can subscribe to our newsletter by entering your email at the bottom of our homepage. To unsubscribe, simply click the "Unsubscribe" link at the bottom of any email we send, or contact customer service for help.
Returns and Customer Support

Refunds are processed within 5-7 business days of receiving the returned item. You’ll receive an email confirmation once the refund has been issued.

Our customer service team is here to help! You can reach us via email at sales@matashi.com or call us at +212-628-0500 . We’re available [business hours] to assist with any questions or concerns.

Yes, we offer exchanges within 30 days, provided the item is in new, unused condition. Please contact us to arrange an exchange.
Eco-Friendly Practices

We are committed to using environmentally friendly packaging materials whenever possible to reduce our environmental impact. Our goal is to provide beautiful products with minimal waste.

We prioritize responsibly sourced materials and are always looking for ways to make our products more sustainable. Please check individual product descriptions for material details.

Still have unanswered questions and need to get in touch? Contact Us

Free Shipping

Enjoy free shipping on all purchases within the Continental USA!

Gift Wrapping

Elevate your gift with our enchanting gift wrapping services!

Quality

Our products are crafted to the highest standards, ensuring 100% quality and excellence in every item.

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