Customer Care


Matryoshka® appreciates how important it is to get your order delivered to you as soon as possible. We currently use Post delivery for Standard Shipping and DHL as our courier and ship worldwide for Express delivery.

There are two options to get your goods: Standard Shipping, which is free of charge and Express Shipping. In any case it is easy to track your order by the tracking number that was sent to you via email. Or, you can contact Customer Care on email the team on hello@matryoshkadesign.com.

If you want to receive your order in Russia, please, place it on the Russian website.

Estimated Standard Shipping time:

Europe: 5-7 days

Rest of the world: 7-14 days

Estimated Express Shipping time:

Europe: 1-2 days

Rest of the world: 2-3 days

You can check the rates of the Express Shipping upon your shopping cart checkout.

Matryoshka®  shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of Matryoshka®.

Attention: Upon receipt of the goods is required to check the components of the goods, the shipping documents and check. 

The following methods of payment are accepted by Matryoshka®:

CREDIT CARD

When clients place orders online, Credit Card details are forwarded to a protected online banking system provided by Decta which accept Visa and MasterCard.

Please visit: www.decta.com for further information. 

Credit Card Security

Matryoshka® clients are guaranteed maximum Credit Card security because all transactions are processed using a secure server.   

Matryoshka® advises Clients to apply for E-commerce security PIN CODES provided by Verified by Visa and SecureCode by MasterCard.  

For more information, please visit  www.visa.com or  www.mastercard.com

Credit Card Charges

If there are sufficient funds and the account information is valid, the order will be processed instantly. Credit cards are charged at the moment that the order is confirmed for the item(s) and the payment name that will occur in clients bank statement is SWIPE - MATRYOSHKA.


BANK WIRE TRANSFER

When Bank Wire Transfer is selected at the order confirmation as the method of payment, the customer will automatically receive an email confirming the account information for Matryoshka®. The merchandise will then be reserved for the order and shipped once the funds are deposited in Matryoshka® bank account.  

It is mandatory that the Client send a scan or fax of the bank transaction within 48 hours of confirming the order. Merchandise will be shipped once the funds have reached Matryoshka®’s bank account. 

If the scan or fax of the bank transaction is not received within 48 hours of the request, the order will be cancelled. 

 

PAYPAL

Matryoshka® welcomes payments from PayPal Accounts and reserves the right to process orders only if shipped to the same address that the verified Paypal account is registered with.

We hope you’re delighted with your order. If you are not perfectly satisfied, you may return items within 14 days.

Please note that all returns should be sent back in the original packaging provided. The item(s) should be returned unworn and in perfect condition, with all Matryoshka® tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer. 

In case of inappropriate quality or mismatched conditions of the order, caused by Seller's fault, he shall refund the cost of the goods.

All successfully returned items will be credited to the account used to originally purchase the items. The original shipping charges will not be refunded. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Matryoshka®. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend you to talk with your local customs broker if you wish to claim back duties on returned merchandise.

Please note that refunds will be processed as soon as returned items have been checked and accepted by Matryoshka®. Processing time of repayment can take up to 10 working days to show on your account due to varying processing times between payment providers and banks.

If you have any questions, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at Customer Care on +371 2040 1111 or email hello@matryoshkadesign.com