Frequently Asked Questions

 

Orders, Shipping & Returns

+ How soon will I receive my order?

For in stock purchases, your order will ship within 3-4 business days. For special orders or items that require production time, please allow 14 business days plus transit. We can only process and ship orders Monday-Friday, excluding holidays.

For more information regarding your order: please call (505) 883-8078 or email info@matijewelers.com.

+ How can I check the status of my order?

Once an order is placed, you will receive a confirmation email with order and payment details. For additional questions, please contact us at info@matijewelers.com.

+ How do I track my order once it ships?

Once your package ships, you will receive an email confirmation with a tracking number. For questions regarding your tracking or shipping, please contact us at info@matijewelers.com.

+ Do you ship internationally?

Unfortunately at this time we only ship within the US. We ship to all 50 states, including Puerto Rico.

+ Do you ship to PO Boxes?

Unfortunately we only ship to physical addresses.

+ What forms of payment do you accept?

We accept Visa, Mastercard, American Express, and Discover. Please note: we do not accept personal checks, gift cards, or money orders.

+ What is your return/exchange policy?

We offer complimentary returns for all in-store and online purchases. You have 30 days from the date of your in-store purchase or 30 days from the date you received your item to return or exchange.

+ Can I return my online order in-store?

We gladly accept online returns in store within 30 days of receiving an online order. All merchandise must be unworn in its original condition, with original packaging, tags and receipt.

All returns are complimentary.

+ Can I modify or cancel my order?

Please contact us at info@matijewelers.com within 24 hours to cancel or modify your order.

Care, Sizing & Repairs

+ How do I care for my inlay jewelry?

While the care of your inlay jewelry varies by gemstone, we recommend you avoid submerging your jewelry in water, and remove your jewelry prior to washing hands or showering. We also recommend removing jewelry when using chemicals, applying lotions or creams, and applying hand sanitizer. To extend the life of your jewelry, we suggest scheduling periodic professional inspections.

To schedule a professional inspection, please visit one of our locations or email us at info@matijewelers.com.

+ How do I care for my gold and silver jewelry?

We recommend removing your jewelry before:

  • Swimming
  • Bathing
  • Showering
  • Using chemicals
  • Applying perfume, lotions, creams or hand sanitizer

To maintain the life of your jewelry, we recommend periodic professional inspections.

+ How do I care for my watch?

Watch and timepiece care instructions will vary by designer, please refer to the care instructions and warranty included with your purchase. We recommend periodic professional inspections to extend the life of your watch or timepiece.

+ Do you offer jewelry and watch repairs?

We offer jewelry and watch repairs on most pieces; please call (505) 883-8078 to schedule an appointment so that we may better assist you.

+ Can I resize my ring?

Please call (505) 883-8078 to schedule a sizing or resizing appointment.

+ What is your warranty?

All Kabana jewelry is guaranteed with a lifetime warranty from manufacturer’s defects. Warranties will vary by brand and will be included with your purchase.

Shopping & In-store Services

+ Do you design custom pieces?

Please call (505) 883-8078 or visit a store to speak with a Mati sales expert to discuss the design and production process for custom pieces.

+ Do you offer virtual shopping?

We will continue to offer curbside pickup and virtual shopping by appointment only. Please call (505) 883-8078 or email info@matijewelers.com to schedule an appointment or a curbside pickup.

+ Do you offer jewelry appraisals?

Please call the location nearest you to schedule an appointment.

+ How do I contact your buying team?

If you are a designer or vendor and are interested in sharing your current collection with our team, please email us at info@matijewelers.com.

+ What are the store’s COVID-19 protocols?

The health and safety of our community and team is our utmost priority. We are continuing to implement and expand our in-store safety procedures. Please read our full statement to see what in-store measures we are taking