What products does Matronne offer?
Matronne offers premium, proprietary oversized felt and leather desk mats intended for use on desks, executive workspaces and similar surfaces. Full product specifications, dimensions, premium material profiles and available styling options are clearly displayed on the relevant product pages.

How can I contact customer support?
For any questions regarding products, orders, delivery or returns, please contact our internal support team by email:
Email: extra@matronne.com
Our customer support team reviews all enquiries securely and aims to respond within 24 to 48 hours. We actively encourage customers to contact us directly to resolve any concerns before contacting their payment provider.

Ordering

How do I place an order?
Orders may be placed directly through our official website by selecting your desired desk mat, completing the secure checkout process and providing the required billing and delivery information. After an order has been successfully submitted, an automated order confirmation email will be sent immediately to the email address provided.

Can I change or cancel my order?
If you need to modify or cancel an order, please contact us as soon as possible at: extra@matronne.com. Requests will be reviewed based on the current processing status of the order. Once an order has entered our physical fulfilment and shipment process (typically within 1 to 3 business days), modifications or cancellations may no longer be possible, and the standard return procedure must be followed.

Payment

Which payment methods do you accept?
We currently accept the following fully secure payment methods where available:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Supported electronic wallet payment methods displayed securely during checkout.

Available payment options may vary depending on the customer’s location and device settings.

When will my payment be charged?
Payment is collected securely at the time the order is successfully submitted and accepted through our encrypted checkout process. A formal confirmation email will be sent once the transaction is complete and the order is received.

Shipping & Delivery

Which countries do you ship to?
Matronne currently ships physical products directly from our controlled inventory in Canada to eligible destinations within Europe. Availability may vary depending on local delivery conditions and carrier coverage.

Which delivery services do you use?
Orders are transported through recognised international carriers to ensure transit security, including priority delivery services operated by DHL, FedEx, UPS and comparable premium logistics providers. Carrier selection is optimised depending on destination and route efficiency.

How long does delivery take?
Orders are typically dispatched from our facility within 1 to 3 business days. Following dispatch, the estimated delivery timeframe to European destinations is generally 5–8 business days. Actual delivery times may vary slightly depending on destination customs procedures or regional carrier operations.

Will I receive tracking information?
Yes. To prevent delivery disputes and keep you fully informed, unique tracking updates will be sent automatically to your email address when relevant shipment milestones occur, including order dispatch, arrival at logistics hubs, transit updates, local delivery processing, and final delivery.

What happens if my order is delayed?
If a shipment exceeds the standard delivery timeframe, Matronne will immediately initiate an official investigation with the relevant carrier. Following a swift review of the circumstances, a definitive resolution will be provided, including a priority replacement shipment or a full refund.

What happens if my package is lost during transit?
If a shipment cannot be successfully delivered and is officially confirmed as lost following an investigation by the carrier, Matronne assumes full responsibility and will immediately provide either a complete replacement shipment or a full refund. For customers located within the European Economic Area, statutory consumer rights remain strictly unaffected.