FAQs
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. Unfortunately we are not responsible for delivery issues due to incorrect or incomplete address information.
Can I return or exchange my item?
For information on our returns and exchange policy, click here.
You can find our returns portal here.
Do you provide returns labels?
We provide shipping labels for UK and US returns. We are unable to offer free returns and a fee will be taken from your refund amount. You can find details of this here.
We are unable to provide return labels for international shipments.
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. You can track the status of your refund by following the link in your returns confirmation email.
Can I return a personalised item?
Personalised or custom items are non returnable and non refundable. We are not responsible for any errors when ordering so please ensure you double check your order before placing.
You can exchange your item for the same product in a different colour or finish within our returns portal. Unfortunately we are not able to offer exchanges for different priced items, so you will need to return your original order and place a new order online if you wish to order a different size or product. For advice on exchanges, please contact info@matildagoad.com.
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.
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.
Are duties and taxes included in shipping?
Local customs and duties will be calculated at the checkout for customers shipping to the US and Canada. Customers will however be held liable for any other charges that may occur on delivery.
Orders shipping elsewhere exclude local customs and duties, and customers will be held liable for customs or duties charges.
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.
How long will it take for my item to arrive?
We aim to despatch all orders within 1-4 days from our UK warehouse. Delivery to the UK and US takes 1-4 days. 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 1-4 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 UPS'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 Local and Royal Mail, and international orders are shipped with UPS.
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, gift cards are available to purchase here and can be sent either as an e-card or in the post.
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 us with your delivery address for a custom shipping quote.
Is your packaging sustainable?
97% 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.
How do I apply?
To apply for our trade discount, please fill in our online application form. Our trade discount covers our Lighting and Hardware Collections only.
For bespoke and large orders, please contact info@matildagoad.com for more information.
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.