Please email us at contact@mateovelasquez.com, and we will answer with the shortest delay.

We accept all major credit cards such as Visa, Mastercard, and American Express.

We also accept region-specific payment methods such as Sofort, iDEAL, Bancontact, and so on.

Express checkout methods: Apple Pay, Google, Pay Pal. We also offer some buy now, pay later methods with Klarna & Pay Pal.

If you can’t find your method of payment. Please get in touch with us and we will find a solution to process the transaction.

You can trust that your credit card information is fully protected. We use industry-leading encryption technology and partner with the trusted payment provider, to ensure a safe and secure payment experience. Your data is encrypted during transmission, and we do not store any credit card details on our servers.

Shop with confidence knowing that we prioritize your privacy and employ robust security measures to ensure that.

All European Union (EU) purchases are not subject to any import tax.

When purchasing from outside the European Union (EU), please be aware that you may be subject to duty and import fees imposed by your country’s customs authorities.

These charges are determined by your local customs office and vary depending on the nature of the item, its declared value, and your country’s specific regulations. We do not have any control over these fees.

This can vary depending on a lot of factors:

In-Stock garments

Standard processing time takes up to 2-5 business days, depending on the country.
Once your purchase is completed, an e-mail confirmation will be sent. This email will include your order number.  Your shipment’s tracking information will be sent in a separate mail when your shipping label is created.  

“Made to Order & Price on demand products”

Processing time will depend on the garment fabrication time. On top of that, you need to add the shipping time.

For these products. You will receive a special email confirming your order details, the production timeline & any specific extra details.

A separate mail will be sent with the tracking information once it is ready to ship.

Once your purchase is completed, an e-mail confirmation will be sent. This email will include your order number but not your tracking number. Due to the delay of the production.  Your shipment’s tracking information will be sent in a separate mail when your shipping label is created.  

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email from our carrier. Once in receipt of this tracking number you can check the current status of your shipment. 

Take note that sometimes there is a small delay for the tracking number to become active. However, if your tracking number hasn’t been updated more than 72 hours after reception please contact us

contact@mateovelasquez.com

“In-Stock garments”: Yes, most of these products are available for exchanges and returns after approval upon request.

 For any exchanges or returns please contact us via email at: contact@mateovelasquez.com 

We do not offer an exchange service included with the initial purchase.

Return request is available at : 

contact@mateovelasquez.com 

All return requests must be approved by our team before proceeding with the following instructions.

If approved, you have 14 days, from the date you received your order to request a return or exchange. Once approved, you will have to return your purchase in the following 14 days. 

Items must be returned to us unused and in the same condition that they were received in. Please ensure before you return an item that all tags are attached, all original packaging is present and intact. 

A prepaid return label service is available for some fees depending on the customer’s location. You will be responsible for the fees associated with the return shipping.

Finals return shipping fees will be deducted from the refund amount.

You can also choose the option to pay for the return shipping and we will not deduct any fees from the refund amount.

If you choose this option : 

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. 

Please retain a copy of the proof of return postage.

If you are shipping an item over 50€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

A prepaid return label service is available for some fees depending on the customer’s location.

Please retain a copy of the proof of return postage.

Returns that do not meet our policy requirements will not be accepted