FAQ – Matador UK

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Check out our FAQs. Still have questions? Email CustomerService@MatadorEquipment.com

Once an order’s in, our warehouse team moves fast. That means we can’t always make changes like address updates or cancellations – but if something’s off, reach out. We’ll take a look and see what’s possible. Email matador@housedandharnessed.uk
Orders placed before 3pm, Monday - Friday, will be shipped the same day. Orders placed after 3pm will be sent the following working day.
Once your order ships, we’ll send tracking straight to your inbox so you can follow it every step of the way. If you don’t see a shipping email, check your spam folder or drop us a line.

Definitely. While we don’t offer gift receipts, orders ship without pricing on the packing slip. No gift wrap either—but our gear tends to speak for itself.
We don’t offer price adjustments. If you’re within 30 days of your order, you can return it and place a new one at the current price. Just a heads-up that return shipping is deducted from your refund.

Standard Shipping utilises select ground shipping services including Royal Mail and DPD.
Our standard shipping service typically takes 2-3 business days to reach you once the order has been placed. Shipping and delivery arrival times are estimates only and may change based on order volume or other circumstances, such as weather-related delays.
Yes! We offer DPD Next Day & Saturday delivery. All shipping options and prices will be shown at checkout once you’ve entered your shipping address.
If your order hasn’t shipped yet, email matador@housedandharnessed.uk right away. We’ll do our best to update it in time.
If it’s already shipped, we are probably not able to make any changes, but drop us an email and we can see what we can do.

Sometimes carriers mark a package as delivered before it actually shows up. It’s common. Give it two business days. Most of the time, it arrives within that window.
Please check for a ‘While you were out' card. Also, please check with your neighbours as they may have received it for you.

If it still hasn’t arrived after two business days:
Email matador@housedandharnessed.uk and we’ll see what we can do to help.
Matador UK only ships to UK & Northern Ireland addresses.
Full shipping terms and conditions here.

Matador UK has a standard 30-day return policy from the date of order. Returned goods must be unused and returned in the condition in which they were shipped. Returns after 30 days will not be accepted. Items listed as FINAL SALE, Limited Edition, or Limited Quantity are not eligible for returns.
Matador UK will cover the cost of return shipping.
To make a return, please email matador@housedandharnessed.uk and include your name or order number. We kindly ask for 3-5 business days once your return shipment has been received to process the refund.
Email matador@housedandharnessed.uk with your name, order number, and the item(s) you're looking to return. Once we receive the item in its original condition, we’ll issue your refund.
Please allow 3–5 business days after the return arrives for processing.

We don’t offer direct exchanges. If you need a different item, the best way forward is to return your original order and place a new one.
To start a return, email matador@housedandharnessed.uk with your name, order number, and the item(s) you're looking to return.
We don’t offer price adjustments. If you’re within 30 days of your order, you can return it and place a new one at the current price. Just a heads-up that return shipping is deducted from your refund.

Yes. All Matador gear is backed by at least a 1-year warranty against material and workmanship defects. Some products carry 2- or 3-year warranties—check the product page or your packaging for specifics.
If something’s not right, we’ll repair, replace, or refund it based on the issue. Warranty coverage applies to the original purchaser and doesn’t include cosmetic damage or normal wear and tear.
Even if you're outside the warranty window, reach out. We try to take care of our fellow travelers whenever we can.
View full warranty policy here.
Email matador@housedandharnessed.uk
with the following:
- Your name
- Order number or proof of purchase
- A photo of the issue
- Your shipping address

At the moment Matador UK does not offer repairs. That said if there is an issue with the product it may be covered by our warranty.
To inquire about a replacement, Email matador@housedandharnessed.uk with the following:
- Your name
- A photo of the issue
- A description of the issue
Matador gear is built to handle being tossed, stacked, and hauled through terminals. But if your bag is damaged in transit, the airline is responsible for the claim. File it with them as soon as possible—many require reports within 24 hours or before leaving the airport.
Need documentation for your claim? We’re happy to help. Email matador@housedandharnessed.uk.

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