FAQ
Shipping Information
Where does Mathilde ship to?
We ship worldwide. Your orders will be packaged and shipped to any location of your convenience. Please note however, that we do not ship to P.O. box addresses.
How much does shipping cost?
For our current launch period, we are offering free worldwide shipping.
Do I have to pay duties and taxes?
All orders are shipped from our workshop in Singapore. Tax and duty charges may apply to your country of delivery. These will be collected by our carrier upon delivery of your package.
Kindly use the calculator to estimate the duties charges.
When will my purchase ship?
In-stock items typically ship out 1-2 business days after the order is placed.
For Pre-ordered / Custom / Bespoke orders, we will need around 3-4 weeks to build your bag.
For Pre-ordered / Custom / Bespoke orders, we will need around 3-4 weeks to build your bag.
How can I track my order?
You can track your package by using a tracking link sent to your phone / email via our carrier. Please allow 1-2 days for our courier to issue the tracking number.
Who do you use as a courier?
We use DHL as our carrier for international orders, and a variety of couriers for local (Singapore) orders.
Payment Information
What mode of payments are accepted?
Accepted payment modes will be shown at checkout and depends on your billing / shipping location.
Is my payment information secure?
We use highly secure payment gateways (Shopify and Hitpay) to process our orders. No payment information are stored on our website.
Are there fees on certain payment methods?
Fees (if any) will be shown at checkout.
Order Information
How long will I need to wait after I order a custom-made / bespoke bag?
Your bags are carefully made one piece at a time. Due to the one-of-a-kind nature of these bags, we naturally require a longer to create them. Usually, this will take between 3 – 4 weeks, but may extend beyond that during busy seasons. In those instances, we will communicate with the expected time frame before we confirm the order.
What is the expected waiting time for pre-ordered bags from the classic collection?
Pre-ordered bags are processed the same way as in-stock items, but will ship out at a specific date. This date will be updated regularly on our website.
Can I cancel of change my order?
Orders that have already been processed typically cannot be cancelled or changed. If you notice a mistake, immediately contact us through our contact form, or via email. We will see if any modification can be made.
Order Returns / Exchanges
What is your return policy?
We want you to be fully comfortable with your bag. However, because of the made to order nature of our bags, we only accept exchanges due to crafting errors. If you notice any crafting defects, inform us and we will promptly do a one to one exchange for you.
Simply get in touch with us via our contact form, or drop us an email with pictures of the damage. More information on returns is here.
Simply get in touch with us via our contact form, or drop us an email with pictures of the damage. More information on returns is here.
Have a different question?
If you have an issue or a different question, you can use our contact form to get in touch with us.
Please allow 1 to 2 business days for us to get back to you.
