FAQ

ANY QUESTIONS?

Please read the FAQ's below

If you can't find the answer you are looking for, please email us at support@thematchingshop.com

How does shipping and delivery work?

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Gift is on its way - now what?

Once an order is placed, our team will carefully collect your gift from the clouds and package it with hugs and love, so please allow up to 2-4 Business Days for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

Your Gift will then gently be sent via USPS or Any other major Postal Service (Depends on your location), and then it should be safely in your patiently waiting hands within 5-15 business days**.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.

Making Changes to my Order

If it’s been less than 24 hours from the time you have placed your order, you can update your order by sending us an email at support@thematchingshop.com. 

After 24 hours, we are unable to make changes to your order. We recommend taking the time to fully review the details of the order before submitting it and ensure the following information is correct:

• Shipping and Billing Address
• Contact Information and Phone Number
• Items ordered

Once the order has been shipped, if the address is incorrect, you may be able to request a hold through the carrier directly. 

Can I change my shipping address? 

The shipping address can be updated with 24 hours from the time you have placed your order. Email us at support@thematchingshop.com

How secure is your payment?

All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

How do I use a discount code? 

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

How do I contact you? 

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is support@thematchingshop.com.

This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Vancouver to Malta, so we can sometimes have some slight delays in response time.

We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!