FAQ - Frequently Asked Questions

You can pay with:

• Bancontact
• iDEAL (Wero), handy if you live in the Netherlands
• Visa, Mastercard and Maestro
• Apple Pay and Google Pay
• Shop Pay
• PayPal
• a Matriks gift card

Everything is in our terms and conditions.

Free from € 100 in Belgium, from € 150 in the Netherlands and from € 200 in Luxembourg. Below that, and for other countries, all rates and thresholds are in our shipping policy. We never ship the Hasegawa Lucano 4-step ladders for free. You'll always see the shipping costs at checkout, before you order.

Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, the Netherlands, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, the Czech Republic and Sweden. We currently don't deliver online to other countries, such as Germany, the United Kingdom, Switzerland or Norway.

At home, at another address (your work, for example, or straight to the person you're giving the gift to), or at a DPD or bpost pick-up point (where available).

We usually ship products in stock within 4 working days, unless a different delivery time is shown with the product. Once shipped, you'll get an email with your tracking code.

Yes, we're happy to, free of charge. Just let us know when you order.

Yes. You can withdraw from your online purchase within 14 calendar days of receipt, without giving a reason. You may open the packaging and look at the product: that doesn't affect your right of withdrawal. Please do send it back carefully packed, preferably in the original packaging, with all parts.

The easiest way is online, via Cancel an order (also if you ordered without an account): enter your email address, confirm with the code you receive by email, choose your order and click Request return. You can also email tomvanderbeek@matriks.be with your order number.

Yes. Within the withdrawal period you can bring your online order back to our shop, Korte Nieuwstraat 4 in Antwerp, Wednesday to Saturday between 12:00 and 18:00. Bring your order number. You won't pay any return costs and you'll get everything back, just like with a return by post.

If you withdraw from your entire order, we refund the purchase price and the original standard shipping costs within 14 days. If you send it back by post, the return costs are for you. Is your product faulty, damaged or the wrong item? Email us as soon as possible with your order number and a photo, and we'll find a solution together at no cost to you. Everything is in our refund policy.

Yes, right here in our web shop. You'll receive the gift card digitally by email.

You choose from fixed amounts: €10, €25, €50, €100, €150, €200 or €500.

In our shop in Antwerp and online in the web shop.

A gift card is valid for 1 year from purchase.

Yes, free of charge, in our shop at Korte Nieuwstraat 4 in Antwerp, Wednesday to Saturday between 12:00 and 18:00. You'll get an email as soon as your order is ready.

📞 +32 471 62 53 82 (Wednesday to Saturday, 12:00–18:00)
✉️ tomvanderbeek@matriks.be

We only deliver ladders to your home, not to a pick-up point. We never ship the Hasegawa Lucano 4-step ladders for free: € 39.95 in Belgium, € 69.95 to the Netherlands, France and Luxembourg, and € 79.95 to other countries. The usual thresholds apply to the other ladders. Everything is in our shipping policy.