matt & nat Reviews 676

This was an extremely frustrating and unacceptable customer experience.

My package never arrived, and instead of receiving any meaningful support, I was told I would not be refunded or replaced because I had not purchased “shipping protection” — an additional paid add-on layered on top of already expensive shipping. This feels less like customer care and more like a way to avoid accountability for lost or stolen packages.

On top of that, the shipping information was misleading and poorly handled. I was initially given a tracking number indicating UPS. Only after I chased them days after the expected delivery did they casually inform me it was actually shipped through Canada Post. By that point, the tracking showed the package as “delivered,” but I never received it. So I am left with a missing package and zero resolution.

It is unacceptable that a company can (1) provide unclear or incorrect shipping information, (2) fail to support customers when a package is marked delivered but not received, and (3) hide behind an optional “shipping protection” fee to avoid taking responsibility.

Overall, this experience felt dismissive, unhelpful, and designed to shift all risk onto the customer. I will not be ordering again and would caution others about this policy.

Matt and Natt products are such excellent quality. Love their bags ( I have several). Got my most recent one in the sale. They do a proper sale! Great variety of styles too .

I used a Matt&Nat handbag years ago and was happy with it, decided to shop from them again. On their website they advertise free shipping for all orders over €100, when I made an order like this I was getting charged €25 for shipping, for some reason. I emailed customer support asking about this and a few days later they got back and sent me a discount code for the free shipping. I tried to finalise my purchase just to find out that the sale item had now gone back to the original price. I emailed them again to ask if I can purchase it at the sale price since that was the valid price when I was buying it and I couldn't because of their false free shipping advertising. They said they can't do anything but they think I should still buy the purse.. I thought the whole free shipping for all orders over €100 that is actually not free, was a red flag and looked up their reviews. Glad I did as apparently the quality has gone down in the past years, and the customer support is rather useless, as I could see myself, so I'm happy I didn't finalise my purchase in the end.

I am very happy with the quality of my purchases, the reasonable prices and quick delivery. I'm glad I ordered from Matt and Nat but I took 1 star off because they never gave me the promised 10% discount on my first order. I emailed them about it over a week ago but they still haven't replied so I'm disappointed about that. Otherwise my experience with them was great.

Still waiting 3 1/2 weeks for my order of 4 bags (£200+) no response to several emails-extremely poor customer service-AVOID!!!!!!!

Great quality bags and shoes. I couldn’t even tell they were vegan leather. The styles are also great and I’ve received many compliments on the items I’ve purchased.

Great 100% vegan company making high quality, smart products. I've bought three handbags now and I absolutely love them. I especially like having the choice of colours like pinks and blues!

Really well-made product, will last me years and so ethically made.

The shoes looked good but were too small, smaller than average for the size I ordered. I’ve had to pay to return them and it’s been difficult - the courier has twice tried and there is no response. It cost me £16 to basically try them on and I still don’t know if they will be received and I’ll get my refund.

Very fast delivery

This company seems so shady! I ordered a bag and I had to pay for the delivery (and eventually the return of the bag). The quality was atrocious. Having paid £90, I was expecting something somewhat better than a bag that probably cost £5 to put together. Oh, and I didn't even receive a refund, as they emailed me to say that the warehouse couldn't locate my returned parcel. Avoid like the plague!

Great product, just took a little long to arrive

Really poor! Over 2 weeks and still no sign of delivery, despite £8 delivery charge! And no response to emails requesting an update!

Terrible customer service - AVOID.
For some reason the same company is listed twice on trust pilot. Horrendous customer service, take your money, do not dispatch items for weeks (if at all - I got an email 11 days after my order stating actually it was out of stock and won't be sent), and never reply to any emails.

£8 for delivery and they took almost 2 weeks to arrive

Absolutely love your bags, returns could be simpler though.

My purse has started peeling after only a few days of normal use. I'm VERY disappointed in the quality and will not be ordering any other products or recommending this brand.

Great website, so much choice for style and colour.
Good info and fast delivery

Purchased a purse as a birthday present. Expensive shipping, poor packaging, no padding around the purse, just in a plastic non-biodegradable plastic bag. Email them regarding the packaging but no response. Very poor considering how much the the purse was and charged £8.00 for postage and packaging. I will not be recommending anyone to use this company

Beautiful bag, carefully packed arrived quick in perfect condition.