FAQs

If you have a problem with your order or if you have a particular request about it, you can contact us by email at contact@frenchbeautyexpert.co.uk. We will do our best to answer you as soon as possible.

How to buy a product on matisparis.co.uk

To add a product in your cart, you just have to click on the button "add to bag" once in the product sheet of the desired item.
To finalize your order, you will have to create your Matis customer account in order to specify your delivery information and proceed to the secure payment which will validate your order.

Is it possible to cancel or modify my order?

Unfortunately, it is not possible to cancel or modify the content of your order (item, address and delivery method...) once it has been validated and paid. If you wish to return one or more items from your order, we invite you to follow the indications mentioned in the section "RETURNS AND REFUND".

I have a promo code, when and where can I use it?

Once you have added a product or validated your bag, you can insert your promotional code in the "DISCOUNT" box on the check out page. Then click on "APPLY" to benefit from the offer.

Can I use several promo codes at the same time?

Your coupon code allows you to benefit from a special offer. Unfortunately, you can't cumulate two or more promo codes on the same order. For this reason, the "DISCOUNT" field can only be filled in by one code. All you have to do is choose the most attractive offer for you!
Stay informed of all the advantages you can benefit from by subscribing to our newsletter: fill in your email address in the "Subscribe to our emails" box provided for this purpose at the bottom of any page of the site.

What payment methods are accepted?

Currently, only payment by credit card is possible.

Is the online payment on your website secure?

Payments by credit card on the site are secure and the use of an encryption system ensures the safe transmission of payment data. The matisparis.co.uk website does not have any knowledge of your banking information.

When will I be charged?

If your payment is authorized by your card during the online payment, you will receive an email confirmation of your order which means that you are charged. If the payment is not authorized by your card, the order cannot be taken into account and you will not be charged. You will then have the opportunity to retry a valid payment.

Can I order by phone?

For security reasons it is currently not possible to place your order by phone.

What can I do if my payment is declined?

If your payment has been refused, you can try to place your order again, possibly by changing your bank card. If the payment is refused again, we invite you to contact your bank. In case of refused payment, your order will not be taken into account and your account will of course not be debited.

How long will it take for my order to be prepared and delivered?

Once your order is validated by your payment, it is sent to our warehouse for preparation. Our logistics department will then prepare your order within the limits of available stocks within an average of 3 business days. These delays are likely to be lengthened during certain periods (end of year holidays, sales...).

After leaving our warehouse your order will be delivered within 3-4 business days.

Where do you ship ?

The orders placed on our site matisparis.co.uk can be delivered to addresses in the U.K. and Northern Ireland only.

What are the shipping fees?

Free U.K. delivery on all orders over £40

UK delivery: £5.95

Republic of Ireland delivery: £8.95

How can I track my order ? Will I be notified when my order is on its way?

Once your order has been taken care of by the carrier, you will receive a DPD tracking email in order to follow your order on their platform.

Is it possible to schedule the delivery date of my order?

It is unfortunately not possible for us to schedule or postpone a delivery.

Can I exchange an item?

We do not currently offer any exchange procedures. However, you can return a product if faulty and we will replace it with a new one.

What are the conditions to return a product?

You have a period of 15 days after receipt of your order to return any faulty products. The products must be in their initial state and packaging,

How to return a product?

1. Let us know of any issues with the delivery of your order by emailing contact@frenchbeautyexpert.co.uk stating your name and order number, with an image(s) of any damage.

2. The team will inspect the email, and send out replacement products. 

3. Please allow 3-5 working days for us to process your return.

Can I return a product purchased on the website to a beauty centre and vice versa?

Orders placed on our MATIS website cannot be returned or exchanged in our partner beauty centres.

Are the returns free of charge?

No, you are in charge of the return shipping costs.

You would like to develop a partnership with MATIS PARIS? Please contact us at contact@frenchbeautyexpert.co.uk and we will get back to you with all necessary information!