The most important sections of help at the Matterhorn:

General conditions

Dropshipping

Rules for returning goods

Deferred payments

Integration with your store

XML, CSV, XLS product files

REST API for developers

Mattehorn's return policy

Thank you for the trust you place in us by working with Matterhorn Wholesale. Our priority is the satisfaction of our customers, which is why we offer product returns for select brands. Before you proceed to make a return, we strongly encourage you to carefully read our return policy.
Please note that the returns service is only available for certain brands and must be activated in your customer account. Please make sure that the conditions for returns are met so that the process goes smoothly and seamlessly. Please refer to our full returns policy for details.

Want to be able to return products? Read the following policy carefully.

Matterhorn's return policy

Can products be returned?

Terms and conditions of returns for individual brands

Fees and commissions

Deadline for returning goods

In what condition the products must be returned

Returns from end customers and returns sent by you

To which address should the goods be sent back

What the return procedure looks like

FAQ

Returns of goods

New Returns Service at Matterhorn

At Matterhorn, we offer returns for selected brands as an additional paid service. The list of brands for which returns are available, as well as detailed terms and conditions for returns, can be seen below. To use this service, we need to activate it on your account. Once activated, you will be able to return products ordered from Matterhorn from the day the service is activated.

Returns should be addressed to:
Matterhorn Moda Sp. z o.o.
ul. Katowicka 51
41-400 Mysłowice
Poland

Terms and conditions of returns for individual brands

Brand Time for return Return fee for 1 item The upfront payment during purchase Max days to proceed
Ava 45 days € 0.00 6% 45 days
Gaia 45 days € 0.00 6% 45 days
Madora 45 days € 0.00 6% 45 days
DKaren 45 days € 0.00 6% 45 days
Wolbar 45 days € 0.00 6% 45 days
Obsessive 45 days € 0.00 6% 45 days
Livia Corsetti Fashion 45 days € 0.00 6% 45 days
Irall 45 days € 0.00 6% 45 days
Eldar 45 days € 0.00 6% 45 days
Etna 45 days € 0.00 6% 45 days
Lorin 45 days € 0.00 6% 45 days
Anais 45 days € 0.00 6% 45 days
Nife 30 days € 2.90 0% 45 days
Nipplex 45 days € 0.00 6% 45 days
Julimex 45 days € 0.00 6% 45 days
Figl 90 days € 1.90 0% 45 days
L&L collection 45 days € 0.00 6% 45 days
Marko 45 days € 0.00 6% 45 days
Gorsenia Lingerie 45 days € 0.00 6% 45 days
IVON 30 days € 1.90 0% 45 days
awama 40 days € 3.90 0% 45 days
Babell 45 days € 0.00 6% 45 days
Babella 45 days € 0.00 6% 45 days
Donna 45 days € 0.00 6% 45 days
Esotiq 45 days € 0.00 6% 45 days
Henderson 45 days € 0.00 6% 45 days
Moe 40 days € 2.90 0% 45 days
Cornette 45 days € 0.00 6% 45 days
Katrus 90 days € 1.90 0% 45 days
Rue Paris 45 days € 3.90 0% 45 days
Kamea 45 days € 0.00 6% 45 days
Infinite You 60 days € 3.90 0% 45 days
M-Max 45 days € 0.00 6% 45 days
Ewlon 45 days € 0.00 6% 45 days
Demi Saison 45 days € 0.00 6% 45 days
Inello 60 days € 1.90 0% 45 days
Gabidar 45 days € 0.00 6% 45 days
Angels Never Sin 45 days € 0.00 6% 45 days
Numoco 45 days € 3.90 0% 45 days
Sensis 45 days € 0.00 6% 45 days
Ewana 45 days € 0.00 6% 45 days
Venaton 90 days € 1.90 0% 45 days
Dorota 45 days € 0.00 6% 45 days
PeeKaBoo 30 days € 1.90 0% 45 days
BeWear 40 days € 2.90 0% 45 days
Taro 45 days € 0.00 6% 45 days
Julimex Lingerie 45 days € 0.00 6% 45 days
Art of polo 45 days € 0.00 6% 45 days
De Lafense 45 days € 0.00 6% 45 days
Dorota 45 days € 0.00 6% 45 days
Stylove 40 days € 2.90 0% 45 days
Lenitif 90 days € 1.90 0% 45 days
Julimex Shapewear 45 days € 0.00 6% 45 days
BE Knit 45 days € 2.90 0% 45 days
Aruelle 45 days € 0.00 6% 45 days
Atlantic 45 days € 0.00 6% 45 days
Makover 40 days € 2.90 0% 45 days
Alpha Male 45 days € 0.00 6% 45 days
Merribel 45 days € 0.00 6% 45 days
Lapinee 45 days € 0.00 6% 45 days
Vittoria Ventini 45 days € 0.00 6% 45 days
Momenti Per Me 45 days € 0.00 6% 45 days
Och Bella 45 days € 3.90 0% 45 days
Relevance 45 days € 3.90 0% 45 days
By Sally Fashion 45 days € 3.90 0% 45 days
Italy Moda 45 days € 3.90 0% 45 days
Ex Moda 45 days € 3.90 0% 45 days
NM 45 days € 3.90 0% 45 days
Yups 45 days € 3.90 0% 45 days
Numero 45 days € 3.90 0% 45 days
Lakerta 45 days € 3.90 0% 45 days
Rue Paris 45 days € 3.90 0% 45 days
AT 45 days € 3.90 0% 45 days
Pole&Pole 45 days € 3.90 0% 45 days
Fame 45 days € 3.90 0% 45 days
BFG 45 days € 3.90 0% 45 days
Sublevel 45 days € 3.90 0% 45 days
Fancy 45 days € 3.90 0% 45 days
Xsapienza 45 days € 3.90 0% 45 days
Stitch&Soul 45 days € 3.90 0% 45 days
T!SSI 45 days € 0.00 6% 45 days
EM 45 days € 3.90 0% 45 days
MBM 45 days € 3.90 0% 45 days
Steven 45 days € 0.00 6% 45 days
Coco Angelo 45 days € 3.90 0% 45 days
Factory Price 45 days € 3.90 0% 45 days
Badu 45 days € 3.90 0% 45 days
Calben 45 days € 3.90 0% 45 days
PRIMO 30 days € 2.90 0% 45 days
Badustore 45 days € 3.90 0% 45 days
Cana 45 days € 0.00 6% 45 days
Bella Misteria 45 days € 0.00 6% 45 days
Ax Paris 30 days € 1.90 0% 45 days


Brands that are NOT covered by the returns service.

Brand
Axami
Mat
Alles
Mewa
Italian Fashion
Passion
Gorteks
Kostar
Mitex
Gabriella
Lupo Line
Vena
MKM
4F
Gatta
Makadamia
YourNewStyle
Tessita
Piccolo Meva
Jarpol
Vestiva
Rossli
Moraj
Zoki
Kalimo
Cabba
Numinou
Bas Bleu
Fiore
Unikat
Greenpoint
Roksana
Morimia
Luna
Dn-nightwear
Jersa
MissO
Betina
Enfin
Key
Pierre Cardin
Wadima
SoftLine Collection
Leinle
Annes
Bicotone
Verosoft
Barontex
Hajdan
La Aurora
Amour
Hot in here
Fresh Made
Karko
Doctor Nap
Roco Fashion
Galanter
More
Step in style
By o la la
LeMonada
Teyli
Fasardi
Miss City Official
Marselini
Sempre
Kesi
Yolo Look


How we account for fees related to returns

How We Deduct Fees for Returns of Goods

If we activate returns on your account, for some of the brands that offer returns, we will add a commission in advance. In this case, you can return products at no extra charge. This is a form of returns insurance, providing convenience and cost predictability. For other brands, instead of an upfront commission, there are fees charged for each accepted returns. For example, if you buy a product for €50 and the return fee is €2, a fee will be charged to your your Matterhorn account will be refunded 48 euros.

Deadlines for returns

Deadline for returning goods

We must receive your return within a certain period of time after the goods have been shipped to you or your customer. The time to make a return depends on individual brands. After this time limit, the return cannot be accepted and the goods become your property. It can be sent back to you or to your customer's address - the cost of sending it back according to our shipping price list.

The condition of the returned product

In what condition the products must be

In order for us to accept the return of the goods, they must not bear any signs of use or damage and should be packed as much as possible as they were delivered. Products soiled or with a noticeable smell of wear will not be accepted. In this case, they will be sent back to you or to your customer's address. The cost of returning the goods will be charged according to our standard delivery price list.

You will receive a notification as soon as we receive the return, informing you whether the condition of the product is appropriate, so that you can quickly notify your customer of the situation if necessary.

Step by step

What is the whole procedure of return?

If you send the goods back to us yourself:
  • Declare the return of a product in the administration panel; search for it easily using the item search engine. If you can't find an item to return or there is no "Declare Return" button, it means that the product cannot be returned.
  • After declaring the returns, print the report for the current day - place this report in the package with the returned products and send it to our address.
  • When we receive your returns, we will notify you by email of any change in the status of each product.
  • If the product is rejected at any of the stages, we will inform you and set the product aside to be sent back to you.
  • If the product is accepted, we will adjust the VAT invoice and your original order at the end. We will also add a possible return fee, which we will settle at the end of the month.
  • From then on, your balance at the wholesaler will increase by the value of the returned products minus the returns fee. You can use your overpayment for future orders or request a withdrawal.
If the goods are sent back by your customer:
  • Put our order number on the return form for the customer; this will make it easier for us to find it. Also ask us to send the package to our address.
  • When we receive a return from your customer, you will receive an email notification about whether we accepted or rejected the return. This is a signal to you that your customer has returned the goods. You should settle with him independently.
  • If the product is rejected at any of the stages, we will inform you and set the product aside to be sent back to you.
  • If the product is accepted, we will adjust the VAT invoice and your original order at the end. We will also add a possible return fee, which we will settle at the end of the month.
  • From then on, your balance at the wholesaler will increase by the value of the returned products minus the returns fee. You can use your overpayment for future orders or request a withdrawal.

Who sends back the return

Can the customer send the product back directly to Matterhorn?

Yes, we can accept packages directly from your customers. Then we take the initial evaluation of the products. However, it is necessary for the customer to include the order number from the Matterhorn wholesaler in the package. Share this number with the customer in the return form. This will allow us to quickly identify the product. We will inform you by e-mail that we have received the return from your customer and that it has been accepted for further procedure or rejected, so that you can see which orders have been returned.

What if the Matterhorn rejects the return?

If your return is rejected, we will ask you to tell us what to do with the returned goods that cannot be refunded. We may not accept the return if:
  • the product does not meet the conditions for return (e.g., the maximum time for return has passed, the product is not eligible for returns),
  • the product bears traces of use or is damaged
In such situations, we will inform you immediately about the status of the product and ask you whether the product is to be returned to you or reshipped to the store. For each shipment, costs will be added according to our delivery price list. We may send return packages to your address in bulk from time to time.

The most common questions about returns

What is the whole procedure of return?

To what address are the products returned?

Returns must be delivered at the expense of the returning party to the address:

Matterhorn Moda Sp. z o.o.
ul. Katowicka 51
41-400 Mysłowice
Poland

Do we add a return label to the package?

We do not affix a return label to packages. Products must be returned to us at your own expense.

How do I know if I can return an item?

By declaring the return of goods in the administration panel, you will simultaneously check whether the product you want to return can be returned.

What to include in the package with the returned goods?

If you are the one sending the goods to us, declare the returns first in the customer panel in the Matterhorn wholesaler, and then print a report for the returned products. This will allow you to quickly identify the goods.

How is a return due to a customer's failure to pick up a package handled?

We treat orders paid for and shipped as sold goods. Therefore, when the customer for some reason did not pick up the package and it returned to Matterhorn, we may treat such an order automatically as a return of the goods with deduction of related fees. If the product cannot be returned, we can reship it to the customer or send it back to your business address. We will charge the delivery cost according to our price list, as for the cheapest possible package to the destination country. The return of an unclaimed package will charge Matterhorn additional costs. If the return was not the result of address confusion on our part, you will be charged a return fee of 5 euros per package. This fee is billed once a month along with charges for returns, etc.

When will I receive a refund?

Settlement time varies from brand to brand and you can find it in the table with the terms of returns. It is calculated from the moment we accept the return for processing (when we receive the package with the returned goods).

Go international with your sales

Make global shipping easy with Matterhorn! Our platform supports catalogs in up to 14 languages, so you can reach customers worldwide. Let us take care of the shipping for you and rest assured your end customer will receive their package quickly and safely.

Dropshipping to Great Britain, USA, Canada, France, Germany, Italy, Spain, Austria, Belgium, Denmark, Portugal, United Arab Emirates and many other countries around the world!