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 30 days from the date you received your order to request a return. Items must be unused, unworn and in their original condition with original packaging.

Germany Returns

We make it easy. Contact us 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 cost. 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.

How to Start a Return

Drop us an email at hello@matchamoves.com and include:

1. A photo of the item showing its current condition.
2. Your order number and the date you received your package.
3. Anything else you think we should know.

Once you receive your return label, please send the item back within the 30-day window to remain eligible for your refund. Returns sent to the wrong address or without prior contact will not be accepted.

Defective or Wrong Items

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. In these cases we cover all return shipping costs.

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 Legal 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. Note: our 30-day return window already exceeds this legal minimum.

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. Your bank may take additional time to post the refund.

If 15 business days have passed since your refund was approved and you haven’t received it — 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

Franconvillestraße 11A, 68519 Viernheim, Germany — Administrative purposes only. Please do not send returns to this address without prior confirmation from our team.

Got a question? We’re always just an email away — hello@matchamoves.com. We typically respond within 24 hours.