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If your integration does not include automatic ordering in Matterhorn, products must be ordered through our website, just like in any online store. Add the products to your shopping cart and proceed to complete your order. When placing your order, if you choose a delivery address other than your billing information, we will treat such an order as a dropshipping order. We will pack it in an unmarked package and will not add a sales invoice inside. We will send it to the destination address you provided. The recipient will not receive any information from us other than messages from the courier company to your email/phone about the status of the package delivery. We will send all messages regarding the order, its completion, etc. to your email address.
If you are using our application for Shopify then placing an order comes down to clicking on the "Request fulfillment" button in the order view in the Shopify panel - this will automatically generate a order with your customer's details. Once the order is paid to our wholesaler, we will begin processing and shipping the order.
Matterhorn also offers the ability to place dropshipping orders through our REST API. In order to take advantage of this solution, programming expertise is required to create a suitable integration mechanism. Our API is not a "ready to go" solution and requires proper configuration and implementation in your sales system. The API documentation provides detailed information on the methods, authorization and data structure needed to place orders, allowing you to fully automate the process according to your needs.
Order processing begins once you pay for the order.
Once your order has been accepted from you and your payment has been credited, the order picking process begins, which depends on the products ordered about takes from 1 to several days. Detailed completion times for individual brands can be found on the brand list page Times are in business days.
After completing the products in your order, we will ship them to the address you specify in your order. Delivery times vary depending on the selected courier and destination country. You can find delivery times on the delivery costs page: Costs and delivery times
The approximate time it must take from placing the order to the delivery of the produt to your customer is the time of picking + delivery time. Remember that these are approximate times and in most cases are in accordance with reality. However, there may be exceptions and this is not a basis for reclamation or cancellation of the order.
We ship our products to all regions of the world from our warehouse in Europe. For details on available delivery options, prices and lead times, please visit Costs and delivery times
All goods sold by the Seller are covered by the Manufacturer's warranty. The customer shall send back the product under warranty to Matterhorn at his own expense to the address: Matterhorn Moda Sp. z o.o., 51 Katowicka Street, 41-400 Mysłowice, Poland. The seller shall forward the goods to the Manufacturer. The processing time of the complaint depends solely on the Manufacturer. Warranty details for individual product brands are available in the warranty cards or on the website of the Manufacturer.
If a customer receives a damaged package, Matterhorn must find out within one business day so that we can file a claim with the courier company. Expressive signs of damage to the package: The customer should refuse to accept the package. Item damaged due to transportation: The customer must report such information to us within 1 business day. Please note that informing us after this date will not allow us to accept a claim for transportation.
Matterhorn is responsible for mistakes related to the shipment of the order. In this case, please send the product back to the Matterhorn wholesaler. After receiving the product, we will resend the correct product to the indicated address at Matterhorn's expense.
We ship the goods to the destination address you specify. We make every effort to pre-verify the correctness of the addresses provided and often ask you to check them again if we have doubts about their accuracy. In the event that the destination address turns out to be incorrect and the package comes back to us, we are only responsible for such a situation if there was a mistake on our part in providing the address information to the courier. If the package comes back to us because of an incorrect address or the customer's failure to pick it up, we will charge a €5 package return fee. This is the amount that Matterhorn must pay to the courier companies for returning the package.
Remember that Matterhorn Wholesale is a site for B2B transactions and does not include retail. Therefore, return rights are limited by rules and consumer law provisions do not apply.. Returns of goods that are not the result of a claim are an additional service that we must activate in advance for your account. See the terms and conditions for returns in the "Returns of goods" section for details. If you do not have merchandise returns enabled, we will ship back any returned merchandise at your expense to your premises or back to your customer, depending on your decision.
You can sell our products on various marketplaces, such as Amazon, eMAG, Allegro and others, with certain exceptions and restrictions. Below are details of the brands affected by these exceptions and restrictions:
You can sell the other brands available in our warehouse on marketplaces without additional restrictions.
To list on the marketplace, you can use our product files or import products into the marketplace from your store. Matterhorn does not maintain ready-made marketplace integrations.
Occasionally, problems may arise during the processing of an order, such as the customer's failure to pick up a package or providing an incorrect delivery address. In such cases, when the situation is not the fault of Matterhorn, we will charge additional costs for certain services, which we will settle with you once a month.
We use net prices for both merchandise and shipping prices. Be sure to add the appropriate VAT rate when selling products.
If your company is based in the European Union (outside Poland) and you have an active VAT number, then we will invoice you with 0% VAT. You should pay the tax in your country after receiving the invoice.
You should pay the tax in your country after receiving the invoice.
If you do not provide us with a VAT number or it is inactive, we will add VAT at the rate for the destination country. In this case, you do not need to settle this tax with your country.
The VAT will be added at the rate of the destination country.
Packages shipped outside the European Union are treated as exports and we will invoice you with 0% VAT.
No, you pay only for the goods and the services associated with them (the cost of delivery and possible return of the package, handling of returns). Just joining and maintaining cooperation is free. We are counting on good sales results, we are not focused on making money from subscriptions.
Yes, but only for selected brands. For return policy, please go to "Returns" section. Read the return policy
Yes, you can use product images to promote your products within your online store or on the marketplace. We also encourage you to regularly download promotional materials from our Google Drive and use them in your store. Google Drive
For dropshipping orders at Matterhorn, packages are carefully packed in neutral, unmarked packaging. We do not add any promotional materials or sales invoice inside, which ensures complete anonymity of the sender. The recipient of the package will not have access to information regarding our company. Any communication regarding the delivery status will come only from the courier company, and all information about the order and its execution will be sent directly to you, as the ordering party, to the email address provided. This way you will maintain full control over communication with the end customer.
For "Global" courier shipments, your company's name will appear on the package as the shipper.
We do not offer the service of changing product tags to custom labels. If you represent a major brand, we can individually place additional promotional or informational materials in packages, but it is not possible to remove brand labels from products. Products will be shipped with the original manufacturer's tags and labels.
We offer the possibility of deferred payment for 30 or 60 days from the date of the order in the PastPay credit system. This is possible for companies in the European Union and the United Kingdom after checking and verifying the company in the PastPay system. For details, see "Deferred payments in the PastPay system".
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