Frequently Asked Questions (FAQ)
matildadjerfshop.com
Welcome to our FAQ section. Below you will find answers to the most common questions about shopping, shipping, returns, products, and more. If you cannot find the answer you are looking for, please feel free to reach out through our website contact form.
Beauty Products
What types of beauty products do you offer?
We offer a curated selection of beauty items including hair care, skin care, and body care products. All items are designed to be gentle, effective, and suitable for daily use.
Are your beauty products tested on animals?
No, none of our beauty products are tested on animals. We are committed to cruelty‑free practices throughout our supply chain.
Do your products contain harsh chemicals?
Our formulations avoid unnecessary additives. Each product listing includes a full ingredient list so you can make an informed choice.
How should I store my beauty products?
Most products should be kept in a cool, dry place away from direct sunlight. Specific storage instructions, if any, are printed on the packaging.
Can I use these products if I have sensitive skin?
Many of our customers with sensitive skin enjoy our products, but we always recommend patch testing a small area first. If irritation occurs, discontinue use.
Orders
How do I place an order?
Simply browse our website, add desired items to your cart, and proceed to checkout. You will be guided through the steps to complete your purchase.
Can I change or cancel my order after it has been placed?
Order changes or cancellations can be requested immediately after placing the order. Once the order has been processed for dispatch, modifications may no longer be possible.
How will I know my order is confirmed?
You will receive a confirmation message to the contact method you provided at checkout. Please keep this confirmation for your reference.
What if an item is missing from my package?
If an item is missing, please contact us through our website with your order number and a description of the missing item. We will investigate and resolve the issue.
Do I need to create an account to shop?
No, you can check out as a guest. However, creating an account allows you to track orders, save your address, and view your purchase history.
Shipping
Which shipping carriers do you use?
We work with reliable shipping partners to deliver your orders safely. The carrier may vary depending on your location.
Can I ship to a P.O. box or forwarding address?
Please check the shipping options available at checkout. Some restrictions may apply for certain address types.
What happens if no one is available to receive the package?
The carrier will typically leave a notice with instructions for re‑delivery or collection from a local depot.
How are fragile items packed?
We take extra care to pack fragile items with protective materials to minimize the risk of damage during transit.
Can I change the shipping address after my order has been dispatched?
Once dispatched, the shipping address cannot be changed. Please double‑check your address at checkout.
What should I do if my package shows as delivered but I have not received it?
First, check with neighbors or around your property. If you still cannot locate the package, contact us and we will assist you.
Returns
What is your return policy?
We accept returns on unused, unwashed, and undamaged items in their original packaging. Return requests must be submitted within the allowed period stated on our returns page.
How do I start a return?
Log into your account or use your order confirmation to initiate a return. Follow the instructions provided.
In what condition must the returned item be?
Items must be returned in the same condition you received them, with all tags and original packaging intact.
How long does it take to process a return?
Once we receive your return, please allow several days for processing. You will be notified once the return is completed.
Payment Methods
Which payment methods are accepted?
We accept major credit cards, debit cards, and digital payment options as shown at checkout. All transactions are securely processed.
Is my payment information secure?
Yes, our checkout uses industry‑standard encryption to protect your payment details. We do not store your full payment information.
General Questions
How do I care for my clothing items?
Care instructions are provided on each product page and on the item’s inner label. Following these instructions will help extend the life of your garments.
Do you offer gift wrapping?
Gift wrapping is available for select items. You can add this option during checkout if offered.
Can I suggest a product or collaboration?
We love hearing from our community. Please use the contact form on our website to share your suggestions.
How do I report a problem with the website?
If you encounter any technical issues, please describe the problem and send it through our contact form. We will look into it as soon as possible.
Where can I find sizing information?
A detailed size guide is available on each product page. Please refer to that guide before placing your order.
Do you have a loyalty program?
We occasionally offer benefits to returning customers. Keep an eye on our website for any updates or announcements.
Matilda Djerf Re‑Sell
How does the re‑sell platform work?
Our re‑sell platform allows customers to give pre‑owned items a second life. You can list your gently used items or browse what others have listed. All transactions are handled between users with our guidelines.
What condition must re‑sell items be in?
Items listed for re‑sell should be clean, free of major damage, and accurately described. We reserve the right to remove listings that do not meet these standards.
Products
What materials are used in your clothing?
We use a variety of materials including natural fibers and blends. Each product page lists the exact fabric composition.
Are your products limited edition?
Some collections are released as limited editions. Once sold out, they may not be restocked. Regular items are restocked periodically.
How do I choose the correct size?
We recommend measuring a similar item you already own and comparing it to the size chart on the product page. When in doubt, size up for a more comfortable fit.
Can I be notified when an out‑of‑stock item returns?
Yes, on each product page you can sign up to receive a notification when the item is back in stock.