Last Updated : 04/03/2025

At Lady Matoo, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward refund and return process. Please review the following policy to understand your options and responsibilities.

1. Eligibility for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:

  • The item must be in its original condition, unworn, unwashed, and with all tags attached.
  • The item must be returned within 7 days of the delivery date.
  • Proof of purchase (order number or receipt) is required.
  • Certain items, such as sale items, underwear, swimwear, and accessories, may not be eligible for return due to hygiene reasons. Please check the product description for details.

2. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact Us: Email us at info@ladymatoo.com within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive Instructions: We will provide you with a Return Authorization Number (RAN) and instructions on how to return the item(s).
  3. Pack and Ship: Securely pack the item(s) in their original packaging and include the RAN. Ship the package to the address provided.

3. Return Shipping Costs

  • Faulty or Incorrect Items: If the item is faulty or incorrect, we will cover the return shipping costs. Please contact us for a prepaid return label.
  • Change of Mind: If you are returning an item for any other reason, you will be responsible for the return shipping costs.

4. Refund Process

Once we receive and inspect your returned item(s), we will notify you of the status of your refund. If approved, your refund will be processed as follows:

  • Original Payment Method: Refunds will be issued to the original payment method within [Insert Number] business days.
  • Store Credit: If you prefer, we can issue a store credit for the value of the returned item(s).

Please note that shipping costs are non-refundable unless the return is due to a fault or error on our part.

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@ladymatoo.com with photos of the damage or defect. We will work with you to resolve the issue as quickly as possible, either by sending a replacement or issuing a refund.

7. Non-Returnable Items

The following items are non-returnable:

  • Sale items
  • Underwear, swimwear, and lingerie (for hygiene reasons)
  • Accessories (e.g., jewelry, belts, scarves)
  • Items without original tags or packaging

8. International Returns

If you are returning an item from outside the country, please note:

  • You are responsible for any customs duties, taxes, or fees associated with the return.
  • We recommend using a tracked shipping method to ensure the item reaches us safely.

9. Contact Us

If you have any questions about our refund and return policy, please contact us at:

Email: info@ladymatoo.com
Address: N0 8, ADAMSON STREET, OFF KILO BUS STOP, IKATE, LAGOS STATE, NIGERIA
Phone:09013508988

Lady Matoo
https://ladymatoo.com/