Order & Delivery Information

At MATÉRIELÉ, every piece is made with care, precision, and an appreciation for craftsmanship.
The following details outline our production times, delivery options, and return policy to ensure a seamless experience from order to arrival.

Lead Time & Production

Each MATÉRIELÉ piece is individually crafted to order. Lead times vary depending on the collection, level of customisation, and material availability.

Pre-Loved Collection
Items from our Pre-Loved Collection are available for immediate delivery, unless customisation is required, in which case a 4–6 week lead time applies.

Bespoke Pieces
All bespoke pieces are made to order, with an estimated lead time of 6-8 weeks from order confirmation.

Customised Designs
Customised pieces that require specific fabrics are subject to lead times from our partnered fabric houses. We maintain close communication with our suppliers to ensure smooth coordination and timely delivery of materials used within our optional design selections.

Collections & Collaborations
Certain limited editions and collaboration pieces may be subject to extended lead times of 10–12 weeks, depending on demand and production scheduling.

Our team will confirm the exact lead time for your order during our first contact after purchase.

Delivery Policy

We take great care in ensuring your order arrives safely and beautifully presented.

White Glove Delivery
Our dedicated company delivery service covers South West London at a flat rate of £95.00, and the wider UK at £150.00.
This includes careful handling, placement within your home, and removal of packaging where applicable.

Third-Party Delivery
For smaller or less fragile items, we also offer delivery via Parcelforce or another trusted courier. Rates are calculated based on size, weight, and destination.

International Delivery
We are pleased to offer delivery outside the UK upon request. For international orders, please contact us directly for a bespoke shipping quote and lead time.

Our team will reach out prior to dispatch to confirm delivery details and arrange a suitable delivery time.

Returns & Refunds Policy

All MATÉRIELÉ products are bespoke or made to order, crafted specifically for each client. As such, we are unable to accept returns or issue refunds once production has begun.

In the unlikely event of a manufacturing fault, please notify us within 7 days of delivery with photographs and details. Once reviewed, we may, at our discretion, offer a repair or replacement of the item. Replacement is optional and subject to material availability.

Order Cancellations
Orders may be cancelled within 24 hours of placement for a refund, subject to a £25 administrative fee to cover processing costs.
After this period, cancellations cannot be accepted, as production will have commenced.

This policy ensures that every bespoke piece we create is treated with the integrity, time, and craftsmanship it deserves.