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FAQ

LIFETIME GUARANTEE

What's your 100% Lifetime Guarantee?

At La Matera, we create timeless classics that fuel the adventurous spirit. They are made to withstand a lifetime of adventures and, like a glass of fine Malbec, only get better with age. You will feel the quality from the first time you wear one of our pieces to the time you pass it down. We pride ourselves on exceptional craftsmanship and an uncompromising attention to detail and back all our pieces with a lifetime guarantee.

What does our Lifetime Guarantee cover?

With proof of purchase, we will cover your item against defect and malfunction until such a time that it has been used and worn out beyond reasonable repair.


Our lifetime guarantee covers leather craftsmanship and hardware. This warranty does not cover normal and wear and tear or natural breakdown of colors and materials over extended time and use; accidents, water/liquid damage, improper care, watch faces, dog collars, shade anchors, pouches, valet trays, duffle bags, alterations made by a third party, lost or gained holiday weight, sale products and knockoffs are excluded.

What will we do to correct the issue?

We will repair any defective part on the item. If we are unable to perform a functional repair on your item, we will happily replace it.


Please note that we began offering our Lifetime Guarantee as of May 31, 2019. If your item was purchased before this date please contact us and we will see what we might be able to do.

Do you offer repairs on travel duffles?

We offer an in-house repair service for authentic La Matera x Frank Clegg travel duffles that have been damaged or simply need a freshening-up after years of use. Every bag is different, and the attention required for each can vary widely. You will be provided a cost estimate after we receive and inspect your item, prior to commencing any work. For more information, please contact us at hello@lamaterashop.com.

SIZING

What size should I buy?

Click here to check out our full sizing guide: Size Guide

Looking for a custom sized belt?

We happily custom size belts upon request. Please send a message to hello@lamaterashop.com and our excellent customer service team will take great care of you.

ORDERS & SHIPPING

What's my order status?

You can check the status by clicking the link in the order confirmation email that was sent after purchase to the email address entered with your order.


If you cannot find the confirmation email or do not have your order number, you can email us at hello@lamaterashop.com and we’ll be happy to provide an update.

Giving a gift?

We take great pride in all of our packaging, but do not offer gift wrapping services at this time.

How do I change or cancel my order?

To provide you with world class service, we fulfill orders quickly to get them to you as soon as possible. As a result, there is a short time frame where we are able to change or cancel orders. If you contact us immediately we will try our hardest to make any changes but are unable to guarantee it.


Please note that once an order has shipped we cannot change the address. If you need to change it, however, you can trying logging into the carrier's website and following their instructions. La Matera is not responsible for any additional charges that may be charged by the carrier.


If you are looking to cancel an order that was recently placed, please contact us immediately at hello@lamaterashop.com Monday thru Friday between 8am & 4pm PT and our team will be happy to assist you.

EXCHANGES & RETURNS

How do I exchange or return an item?

With an uncompromising attention to detail, we are committed to ensuring you are completely satisfied with every one of your purchases. We gladly accept exchanges and returns as long as the product is in new condition and unworn/unused. Products can be exchanged within 45 days from date of purchase or returned within 30 days from date of purchase for a full refund or store credit. If the item was purchased from one of our retail partners, please return or exchange the item with the retailer. From time to time we offer savings on bundles and gladly accept exchanges for styles or sizes. If you would like to return part of your bundle, a refund will be given for the original sale price less the discount and the remaining item(s) will be at full price.


Just head on over to La Matera Exchanges to get started. 

How do I exchange or return a gift?

If you are looking to start a gift exchange or return just head on over to La Matera Exchanges and follow the prompts for "returning or exchanging a gift?".

What happens if I want to exchange for an item that's out of stock?

We make every effort to have our products available for exchanges. If for some reason the item you'd like is currently backordered, please head on over to La Matera Exchanges and we will reserve one for you. It will ship as soon as it is received in stock. If the product you'd like to exchange for has been or is being discontinued, we will make every effort to get you one and will contact you via email or the phone number you provided with your return to discuss alternatives if needed.

Where's my refund?

After we receive and process your return, we’ll send you a confirmation email and issue the appropriate refund to your original form of payment within two business days. Please note that it may take up to 10 additional business days for your credit card statement to reflect the refund. Unfortunately, this part is out of our control.


If your refund will be for store credit, we will send you your store credit via email within 2 business days after the return has been processed.

What is final sale?

Items marked "Custom" or "Final Sale" are for keeps. There are no returns or exchanges on "Final Sale" items and they are excluded from our lifetime guarantee.


All monogrammed products are custom orders and are final sale. Please verify your monogram is correct before purchasing.

SHIPPING

General shipping information

We work hard to fulfill your orders quickly and accurately. Orders placed weekdays before 4 PM ET are processed same day. Orders placed after this time or over the weekend are processed on the following business day. Our complimentary shipping option is USPS and packages typically arrive within 3-5 days of their ship date. During the holiday season and around Father's Day, packages may experience a 1-3 business day delay; we promise getting you exactly what you ordered as fast as possible is our priority.


All orders with 2nd Day and Overnight shipping placed by 4 PM ET will be processed and shipped that day. Orders with 2nd Day and Overnight shipping placed after 4 PM ET will be shipped the following business day. We cannot guarantee expedited delivery to rural domestic addresses.


Just like you, our artisans, employees and carriers are part of our family and their health and safety is of upmost importance to us. We remain committed to delivering you the La Matera products you know and trust. Like many others, our fulfillment center is taking extra precautions, and shipping companies continue to be under pressure during these months. We appreciate your patience as there is a chance of delays in package delivery. Earlier shopping will help us maintain the healthy environment we preserve for our associates, while ensuring your packages arrive on time.


Our fulfillment center operates in accordance with all major U.S. holidays. All orders placed on a holiday will be fulfilled the next business day.

What are my shipping options?

Shipping carriers have recently been experiencing record high volumes due to COVID-19. As a result, carriers are potentially experiencing delays. It is not unusual for standard shipping parcels to be in transit more than 10 days and sometimes a parcel may not be scanned (trackable) until it is out for delivery.


In an effort to get packages to you as quickly as possible, we fulfill 100% of in stock orders received before 4 PM ET the same day.


Unfortunately, once a package leaves our fulfillment facility, we do not have control over how long it will be in transit or when it gets scanned. As a result, we recommend shopping early with the expectation that items may take longer to be delivered.


We offer the following shipping options:

• Free USPS Shipping

• USPS Priority

• FedEx 2 Day

• FedEx Overnight


All orders with 2nd Day and Overnight shipping placed by 4 PM ET will be processed and shipped that day. Orders with 2nd Day and Overnight shipping placed after 4 PM ET will be shipped the following business day. We cannot guarantee expedited delivery to rural domestic addresses.

Do you ship internationally?

We do offer international shipping with USPS and FedEx. International customers are responsible for all duties, import taxes, and brokerage fees. These are not included in the cost of shipping. Customs, duties, and taxes can vary. Please check with your local customs agency for details on estimated costs.

Express cut-off time

All orders with 2nd Day and Overnight shipping must be placed by 4 PM ET for same-day shipping. Orders with 2nd Day and Overnight shipping placed after 4 PM ET will be shipped the following business day. We cannot guarantee expedited delivery to rural domestic addresses.

What can cause my shipment to be delayed?

There are several reasons why an order might be delayed. Typically, delays result from order-related data discrepancies. For instance, if incomplete shipping information is provided such as a missing apartment number or the incorrect zip code, your order may be delayed. Your order may also be delayed if the item you order is on backorder / preorder or out of stock. If the item is out of stock and we will not be receiving any more, a customer service representative will contact you.

WHOLESALE

Interested in carrying us wholesale?

Please complete our questionnaire and we'll be in touch shortly.

GENERAL

Monogramming

We're excited to offer monogramming on any belt or wallet. Monogrammed items ship in accordance with our standard shipping guidelines and do not require additional time.


We can happily monogram a previously purchased belt or wallet. Please send a message to hello@lamaterashop.com and we'll be happy to walk you through the process.


All monogrammed products are "custom" orders and are final sale. Please verify your monogram is correct before purchasing.

What payment options are available?

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Amazon Pay, Google Pay

Where are you located?

We recently relocated to the sunny shores of Southern California. This all happened when Stefan, our Founder and CEO, followed his now wife (he and Nicole were just dating at the time) to the West Coast and brought La Matera with him. 

Deals or promotions

We don't typically offer deals or promotions but in the rare chance we do, discounts and offers cannot be combined.

Want to join the La Matera family?

Check out our Careers Page for more details!

Talk to us

Please feel free to email us with any questions: hello@lamaterashop.com


Please allow us 24 hours to provide you with excellent service.

Send Returns and Exchanges to:

La Matera

517 E 1600 N

Suite 300

Vineyard, UT 84059-2701

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Simple checkout

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Get in touch

Have questions? Get in touch with us at any time.

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