What is your withdrawal, return, refund and exchange policy?
Your right of withdrawal
You have the right to withdraw from your purchase within 14 days of delivery, provided the relevant eligibility conditions below are met. For health and hygiene reasons, some products are not eligible for withdrawal once unsealed. Please see the product-specific eligibility rules below for details.
For valid withdrawals, we will refund the product price and the standard outbound shipping cost. If you chose an upgraded shipping option, we will refund the cost of standard shipping only.
We do not offer return labels and the customer is responsible for the return shipping cost. These costs vary by country, but within Europe they are typically around €5.
Refunds are made to the original payment method after we receive and inspect the return.
In addition to this, we also offer a 90-day satisfaction guarantee on first-time orders.
Full information can be found on this dedicated page.
Product-specific return, refund, exchange and withdrawal eligibility
Menstrual cups and discs
- Must be unopened and hygiene-sealed to be eligible for return/refund/exchange.
- If the seal is broken, these items are not eligible for return for hygiene reasons (this does not affect your statutory rights if the item is defective).
Period underwear
- We are happy to offer a full refund / exchange for unopened items.
- Opened items are not eligible for a standard refund, but we may offer an exchange or store credit if the following conditions are met:
- Items must be returned in the same condition you received them: unworn, unwashed, undamaged
- You may try on underwear over your regular underwear to check sizing
- Items with clear signs of use may be declined
- Items must be returned in their original packaging
We strongly recommend referring to our size guide before ordering to help ensure you are happy with the sizing you receive.
How to start a return, refund, exchange, or guarantee claim
To request a return or exchange, please email support@allmatters.com, stating your order number and the item(s) you would like to return or exchange.
If you would like to return a product with our 90-day satisfaction guarantee please follow the instructions on this page. If you experience any issues with the form, please contact our customer support team at support@allmatters.com.
Once approved
Once your parcel arrives at our warehouse, we aim to process your return within 2 business days. If your return is approved, the refund will go to the original payment method. We do not refund shipping upgrades beyond the standard delivery cost. If a return does not meet the conditions above, we may refuse the refund. You will receive a confirmation email once your return has been completed. Please note that it may take up to 5 business days for the refunded amount to appear in your account, depending on your payment provider.
If your exchange is approved, you pay the cost to return the product to us and we pay to ship the replacement item to you.
Our policy is subject to the following terms and conditions.
Shipping issues, reshipments and return-to-sender
If the package gets lost in transit we will issue a full refund or reship at no additional cost.
If the address provided is incorrect or the package is not collected from a pick-up point, any original shipping cost and any cost of reshipment may be deducted from the refund or charged separately.
Please contact support@allmatters.com for more information.