FAQ - Frequently Asked Questions

If you don't find an answer to your question below, please feel free to contact us:
📞 +32 471 62 53 82 (Tue-Sa: 12:00-18:00, Su: 12:00-17:00)
✉️ tomvanderbeek@matriks.be

 The answers below apply to all online purchases through the MATRIKS webshop.

1. Payment

Which payment methods can I use?
All payments in our webshop are processed through Shopify Payments . You can pay with:

  • Bancontact / Mister Cash

  • iDEAL

  • Visa, Mastercard, Maestro

  • PayPal

  • Belfius Direct Net

  • Transfer

You can also pay with a Matriks gift voucher .

2. Gift vouchers

Can I buy gift certificates online?
Yes, you can easily do so through our webshop. You'll receive a digital version by email.

For what amount can I buy a gift voucher?
You choose the amount yourself.

Where can I use gift vouchers?
Our gift vouchers are valid in-store and online in the webshop.

How long is a gift voucher valid?
Gift vouchers are generally valid for 1 year after the date of issue.

3. Collection and delivery

Can I pick up my order or have it delivered?
Yes, at MATRIKS you can either have your order delivered or pick it up yourself. You'll see any applicable delivery charges during checkout.

How much are the shipping costs?

  • Free delivery in the Benelux for orders over €100.

  • For orders under €100 or packages larger than the standard Bpost/DPD dimensions, we charge shipping costs. The exact cost will be displayed during the checkout process.

Which countries do you ship to?
 We ship to: Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Netherlands, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic, Sweden and Norway.

Where can I have it delivered?
You can choose delivery:

  • At your home

  • To a different address (e.g. work or gift)

  • At a Bpost, DPD or GLS collection point or parcel machine

Can my order be gift wrapped?
Yes, we'll happily gift-wrap your order. You can request this when placing your order.

When will my order be delivered?
After shipping, you'll receive an email with a track & trace code. Within Belgium, your package is usually delivered within 3 business days .

4. Returns

When can I return my product(s)?

  • Within 14 days of receipt, unopened and in original packaging.

  • If the product is defective, was delivered incorrectly or shows transport damage.

How do I return a product?
Send an email with your order reference to tomvanderbeek@matriks.be . You will then receive return instructions.

Which costs are reimbursed?

  • In case of return at your request: shipping costs will not be refunded.

  • In case of defect or damage: return costs via regular mail will be fully refunded.