FAQs

Q: Are Mateevs fragrances long-lasting?

Every Mateevs fragrance is blended using premium Swiss-sourced oils selected for depth, projection and longevity. Our perfumes are designed to leave a lasting impression from day into evening with only a few sprays.

 

Q: Are your fragrances suitable for everyday wear?

Absolutely. Our collection is designed to move effortlessly between daily wear and evening occasions. From fresh and clean compositions to rich oud and gourmand blends, there is a Mateevs fragrance for every mood and setting.

 

Q: Do you offer fragrances for men, women and unisex wear?

Mateevs offers dedicated collections for men and women alongside a wide range of unisex fragrances designed to be worn freely and confidently by anyone.

 

Q: Are your fragrances made using premium ingredients?

Every Mateevs fragrance is crafted using premium Swiss-sourced perfume oils and carefully selected raw materials to ensure exceptional quality, smoothness and performance.

 

Q: How should I store my fragrance?

To preserve the integrity of your fragrance, we recommend storing it in a cool, dry place away from direct sunlight, humidity and excessive heat. Keeping the bottle in its original packaging can also help maintain its quality over time.

 

Q: Do you ship from the UK and USA?

Yes. Mateevs operates registered businesses and fulfilment centres in both the United Kingdom and the United States. Orders placed before our 2pm cut-off time are typically dispatched the same day through trusted local logistics partners for faster domestic delivery.

 

Q: What is your standard delivery time?

Standard delivery typically takes 2–4 working days within the UK and 3–5 working days within the USA after dispatch. Delivery times may vary slightly during peak periods and promotional events.

 

Q: Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive a confirmation email containing your tracking details so you can follow your parcel throughout delivery.

 

Q: Are Mateevs fragrances gift-ready?

Yes. Every Mateevs fragrance is presented with a premium luxury aesthetic, making it ideal for gifting, personal collections and special occasions.

 

Q: Can I return my order?

If your order arrives damaged or incorrect, please contact our customer support team as soon as possible and we will assist you promptly. Products must remain unused and in their original packaging for return eligibility, similar to standard luxury fragrance policies.

 

Q: Can I cancel my order?

Registered customers can cancel their orders directly through their Mateevs account.

To cancel your order, please sign in to your account, go to “My Orders”, select the relevant order, click “Order Details”, scroll to the bottom of the page and select “Cancel My Order”.

Please note that cancellations are only possible within 30 minutes of placing your order. Once this time has passed, orders cannot be cancelled and will be processed for dispatch.

Unfortunately, orders paid using PayPal cannot be cancelled.

Guest customers are currently unable to cancel orders. If you have placed an order as a guest and need assistance, please contact our Customer Service team.

 

Q: What payment methods do you accept?

We accept a variety of secure payment methods to make your shopping experience convenient.

You can pay using Visa,Mastercard, American Express, Maestro debit or credit cards, PayPal & Apple Pay

We also offer flexible payment options through Klarna, including Pay in 3 and Pay Later (where available).

For Klarna Pay in 3, a minimum order value of £25 applies.

Klarna Pay in 3 and Pay Later are credit agreements. Borrowing more than you can afford or failing to make payments on time may affect your financial status and ability to obtain credit. Available to UK residents aged 18+ only, subject to status. Terms and conditions and late fees may apply.

 

Q: Where do you deliver?

We deliver across the United Kingdom (excluding Northern Ireland) and across the United States through our US-based fulfilment centre.

For security and delivery reasons, we are unable to deliver orders to:

  • PO Boxes

  • Self-storage facilities

For full information on delivery locations, costs and estimated delivery times, please visit our Delivery Costs & Times page.

 

Q: I have not received my order. What should I do?

If you placed your order through your Mateevs account, simply log in and go to “My Orders” to view your order status and tracking information.

If you checked out as a guest, please ensure you entered the correct email address and phone number during checkout. Once your order has been dispatched, you can track your delivery using the tracking number provided in your Order Confirmation email on the courier’s website.

If you have not received your order within:

  • 5 working days in the UK

  • 6 working days in the USA

please contact our Customer Service team using the details provided on our Contact Us page.

 

Q: What are your delivery costs and estimated delivery times?

Delivery charges and estimated delivery times vary depending on your location and the delivery option selected.

For the latest information on delivery costs, estimated delivery times and available shipping options, please visit our Delivery Costs & Times page.

 

Q: Do I receive any complimentary extras with my order?

At Mateevs, we are pleased to offer complimentary samples with qualifying orders.

Customers will receive:

  • 2 complimentary samples on orders over £50 in the UK

  • 2 complimentary samples on orders over $50 in the USA

Simply select your complimentary samples and add them to your basket before completing checkout.

This offer is available while stocks last and may be amended or withdrawn at any time without prior notice.

 

Q: How can I contact Mateevs?

Our customer support team is always happy to help.

For any questions regarding orders, shipping, products, or general enquiries, please contact us at sayhi@mateevs.com and we'll get back to you as soon as possible.