FAQ
We've got you.
At Matcha Moves, your satisfaction is everything. If something isn't right — we'll make it right. No drama, no hassle.
Our Return Window
You have 14 days from the date you received your order to request a return. Items must be unused, unworn and in their original condition. We love our community and trust you — but we do need to keep things fair for everyone.
Germany Returns
We make it easy. Just reach out and we'll send you a prepaid return label directly to your inbox. A flat fee of 3,95 € will be deducted from your refund to cover the return shipping. Original outbound shipping costs are not refunded.
International Returns (all countries outside Germany)
For all orders outside of Germany — including Austria, Switzerland and all other countries — return shipping is the full responsibility of the customer. Please send your return with a tracked service and share the tracking number with us. We want to make sure your parcel arrives safely.
How to Start a Return
Drop us an email at hello@matchamoves.com and include the following:
1. A photo of the item showing its current condition.
2. Your order number and the date you received your package. A screenshot of your delivery confirmation works perfectly.
3. Anything else you think we should know.
Once you receive your return label, please send the item back within 14 days to remain eligible for your refund. Returns sent to the wrong address or without prior contact will unfortunately not be accepted.
Something Wrong With Your Order?
If your item arrived damaged, defective or incorrect — please contact us immediately with a photo. We'll sort it out at no cost to you, no questions asked.
What Can't Be Returned?
We're unable to accept returns on items that have been worn or washed, items missing their original packaging, or items returned outside of the 30-day window. If you're unsure whether your item qualifies, just ask — we're always happy to help.
We do not offer refunds based on shipping timeframes. Our estimated delivery times are clearly displayed on the product page and our Shipping Policy page.
Prefer an Exchange?
We currently don't offer direct exchanges. The quickest way to get the right item is to return your current order and place a new one once your refund is processed.
EU Customers — 14 Day Cooling Off Period
If your order was shipped within the European Union, you have the legal right to cancel or return within 14 days of receiving your order — no reason needed. Your item must be unused, unworn and in its original packaging. Please include your proof of purchase.
Your Refund
Once we receive and inspect your return, we'll be in touch within 2 business days to confirm the outcome. Approved refunds are processed back to your original payment method within 10 business days. Keep in mind your bank may take a little extra time to post it on their end.
If 15 business days have passed since your refund was approved and you haven't seen it yet — email us at hello@matchamoves.com and we'll chase it down for you.
If the returned item shows signs of use or damage, a partial deduction may apply.
Cancellations
Changed your mind? No problem — as long as you let us know within 4 hours of placing your order. After that, your order will already be on its way and we won't be able to stop it.
Our Address
[ADRESSE HIER EINTRAGEN] — Administrative purposes only. Please do not send returns to this address without prior confirmation.
Got a question? We're always just an email away — hello@matchamoves.com. We typically respond within 24 hours.