Whether you've got a burning question about shipping and returns, or want more information on our products, we've compiled a round-up of FAQs which we hope can answer any queries you may have.
ORDERS

How can I track the status of my order?

You will receive an order confirmation once your order has been placed. If you believe you have placed an order but not received a confirmation, please contact info@matildagoad.com.

Once shipped, you will receive a dispatch notification with tracking information.

Can I change/cancel my order?

Please contact info@matildagoad.com if you would like to change or cancel your order.

I entered the wrong shipping address by mistake, can I change it?

Please contact info@matildagoad.com if your delivery address is wrong and we will do our best to amend this.

RETURNS

Can I return or exchange my item?

For information on our returns and exchange policy, click here

How long will it take to receive my refund?

Refunds are normally processed within 5-7 days. Should you experience any delay please contact the team for an update. 

FAULTY PRODUCTS

I believe my order to be faulty, what should I do?

Many of our products are handmade using organic materials and may vary slightly between orders and have slight differences to images. Should there be any damage to the items in your order when it arrives please email info@matildagoad.com within 7 days of receiving your order.

CONTACT

How do I get in touch with you?

Drop us an email at info@matildagoad.com for any enquiries and we will endeavour to get back to you as soon as possible.

Please note, our customer service team is based in the UK, and are available 9-5 BST Monday - Friday, excluding bank holidays.

DUTIES AND TAXES

Are duties and taxes included in shipping?

Duties and taxes are not included and customers are liable for all local customs or and duties payable at any foreign port as a result of delivery to countries outside of the United Kingdom.

Is VAT included in the price?

VAT is included in the cost of a product. VAT is deducted at checkout on International orders shipping outside the UK.

DELIVERY

How long will it take for my item to arrive?

We aim to dispatch all orders within 1-3 days from our UK warehouse. For UK orders shipping takes 1-3 days, and for international orders shipping takes  3-10 days depending on delivery location. More information on shipping can be found in our Delivery page.

I haven’t received my dispatch confirmation within 1-3 days, what shall I do?

Please double check your junk email box and then contact info@matildagoad.com.

Where do you ship to?

We ship most of our products worldwide subject to DHL’s shipping policy. If you can’t find your country at checkout please contact info@matildagoad.com. All standard UK orders are shipped with DPD, and international orders are shipped with DHL.

How are the costs of delivery calculated?

Costs are calculated based on the size and weight of your parcel. We often review shipping costs to ensure the fairest price possible.

Do you offer gift wrapping?

We don’t offer gift wrapping. All products are carefully packed in tissue or kraft paper.

Can I buy a gift card?

Yes, digital gift cards are available to purchase here and can be sent directly to the recipient's inbox.

MG&Co PRODUCTS

What is the difference between a UK/EU and US fitting?

Our UK/EU shades come with an ES Fitting, which is suitable for both UK and EU lamps. Shade reducers are included with UK/EU lampshades, please refer to our Lighting Spec Sheet for more info.

US shades come with a washer fitting, and are suitable for use with a harp or finial fitting. All of our Candle and Small Lampshades have bulb clip fittings, and are suitable for UK/EU/US bases. 

I need help choosing which lampshade is right for my lampbase?

We have an online Lighting Guide which gives a good indication of what sizes of shade and base will match well.

Can I use my shade as a pendant light?

Our rattan wave pendants are suitable for use as a pendant light and come with a 1.5 metre flex, flex grip and bulb holder to be installed by an electrician. Our Scallop and Cane Lampshades are not suitable for this use. 

Can we use your shades as wall lights?

Our candle shades fit onto swan neck wall lights. Our half moon scallop shades are suitable for use on wall fixtures with an ES fitting, and come included with shade reducers. 

What bulbs do I need?

We always recommend using a low energy LED bulb for your lamp base and shades. For further information on what bulb to choose, please see our Spec Sheets on the product pages.

I’m not based in the UK, why can’t I buy a shell?

We are now able to ship shells to UK and US based addresses. If you would like to order a shell to anywhere else in the world, please contact with your delivery address for a custom shipping quote.

Is your packaging sustainable?

98% of our products use recyclable packaging, however in some cases it is necessary in order to achieve safe delivery to use bubble wrap. We are currently working on a sustainable solution and appreciate your patience in the meantime.

TRADE

How do I apply?

To apply for our trade discount, please download our application form and email it to info@matildagoad.com. Our trade discount covers our Lighting Collection only.

For bespoke and large orders, please contact info@matildagoad.com for more information.

THE DISPATCH

What is The Dispatch?

A monthly mailer, filled with advice on looking after the objects you love, creating more calm in a busy home, notes on using lighting to your advantage, as well as life hacks and sourcing tips.

How do I receive the Dispatch in my inbox?

You can sign up here for our monthly Dispatch.

How do I unsubscribe to the newsletter?

An option to unsubscribe from the newsletter can be found in our mailers, simply follow the link at the bottom of the email.