Return Policy

We want you to love what you ordered, so if you aren't happy with your order, you may request a return for a store credit. We have a 7-day return policy, which means you have 7 days after receiving your item(s) to request a return.

We do not offer exchanges or refunds as we cannot always guarantee a style or size will still be available in our shop.

All returns must be authorized by email at mateoandpals@gmail.com and must be sent within 7 days of receiving your order.

To be eligible for a store credit, all merchandise must be returned unworn, unwashed and in the original condition with all tags attached. Returns that are missing tags and/or damaged will not be processed and will not be returned to sender. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and if your return is accepted. Items that are sent back to us without first requesting a return will not be accepted.

Your store credit can be used to purchase your new item.

Please note: We will only issue a return for the product cost excluding the shipping fees and return postage.

Customers are responsible for all return shipping fees. Mateo & Pals is not responsible for untraceable or lost return shipments. We recommend using a delivery service with tracking to protect your return.

Hair Accessories, Baby Blankets, Socks, and Beanies are FINAL SALE.

All sale items (including promotional sale) are FINAL SALE.

If you have any questions regarding sizing, please email us at mateoandpals@gmail.com. Sizing up is always usually the safest bet but we are here to help if you have any questions.

DAMAGES & ISSUES
We thoroughly inspect our products before sending them to you. If you find the item(s) you received is defective or damaged, please email us at mateoandpals@gmail.com, within 7 business days so that we can evaluate the situation and send you further instructions on how to return your item(s).

Items must not have been worn or washed.

If the item is confirmed to be faulty, we will offer a replacement (if possible), a credit or refund.

We cannot process anything until the original item has arrived at our store and we are not liable for missing returns.

LOST/STOLEN PACKAGES
We are not responsible for lost or stolen packages. Please reach out to Canada Post in this instance and feel free to email us at mateoandpals@gmail.com should you have further questions, and we will do our best to help.

PROMO CODES
Promo codes must be used at time of order and may not be applied once an order has been submitted.

Only one promo code can be applied per order.