RETURN POLICY
We hope you love your MATCH purchase. If you need to return an item, we are happy to offer a full refund on approved returns within 30 days from the date of purchase. The returned item must be unused, undamaged, and returned in its original packaging.
Because each MATCH pewter piece is cast (often using antique molds) or spun and finished entirely by hand in our workshops in Northern Italy, slight variations in texture, finish, and color are natural characteristics of handmade pewter and are not considered defects.
All returns require a Return Authorization (RA) number issued by MATCH. Returns received without an RA number will not be accepted. Please see the instructions below on how to obtain a Return Authorization from MATCH.
Please note: Custom engraved items cannot be returned or cancelled. Please take extra care when placing engraving orders.
MAKING A RETURN OR EXCHANGE
If you would like to make a return, please contact us at returns@MATCH1995.com or, call our customer service team at 201 792 9444 Monday-Friday 9-5 EST.
Approved returns must be received back to the MATCH warehouse within 30 days of the Return Authorization form being issued with the RA number clearly referenced. Orders returned after 30 days will not be accepted.
We would be happy to exchange a gift of MATCH within 30 days of receipt. Please reference the order number from the packing list when contacting MATCH. Items will be exchanged based on the cost at the time of purchase.
Items purchased through MATCH1995.com must be returned directly to MATCH and cannot be returned to a MATCH retailer. We are only able to process returns for purchases made through MATCH1995.com.
Returning damaged, defective or mis-shipped items
If your order arrived damaged or defective, or if it’s not the item you ordered, please contact us at returns@MATCH1995.com within 10 days of receipt or, call our customer service team on 201 792 9444 Monday-Friday 9-5 EST.
Photos of the damage, defects, or mis-shipment will be required before MATCH can issue a Return Authorization and prepaid shipping label. Please do not discard the item or original packaging until your claim has been reviewed.
If you believe a MATCH piece you have owned and loved for years has a manufacturing defect, please contact us with photos and a description of the issue. We are happy to review these requests on a case-by-case basis. Please note that damage resulting from normal wear, accidental breakage, misuse, or the aging of materials is not considered a manufacturing defect and is not eligible for replacement or refund.
Please note that MATCH cannot accept claims for merchandise shipped to a secondary address after delivery to the original shipping address. Likewise, claims cannot be made on merchandise shipped outside the continental United States. Items must be inspected and any defects reported to MATCH before forwarding them to another location.
Shipping a return to MATCH
Once your Return Authorization (RA) number has been issued, please follow the steps below to return your order. As a reminder, returns will only be accepted within 30 days with an RA number.
- Write your RA number on the outside of your returning package
- Pack items carefully with sufficient protective material to prevent damage or breakage in transit
- Insure your item for the full value through your carrier (FedEx, UPS, or USPS)
MATCH will provide a prepaid return shipping label for approved damaged, defective, or mis-shipped items. For all other returns or exchanges, return shipping and insurance are the customer's responsibility.
Ship returns to:
MATCH
Attn: Web Returns
234 16th Street
6th Floor / Dock 19
Jersey City, NJ 07310
Please allow at least 10 business days for MATCH to process your return.
Replacement Program
If you have broken your MATCH piece, or damaged it through improper use (please see our care guidelines for pewter, candles), it is not eligible for return, refund, or replacement.
However, MATCH offers a special replacement program for pewter-rimmed ceramic dinnerware, and crystal stemware and barware with pewter components.. Please contact us at mail@MATCH1995.com to determine whether your item qualifies for replacement at a reduced cost.
Order cancellation
Orders cannot be cancelled once they have been processed.
If you want to cancel a backordered item/s that has not yet shipped, please contact our customer service team on 201 792 9444 Monday-Friday 9-5 EST.
Custom-engraved items cannot be cancelled once the order has been placed.