MATT & NAT Anmeldelser 

This company seems so shady! I ordered a bag and I had to pay for the delivery (and eventually the return of the bag). The quality was atrocious. Having paid £90, I was expecting something somewhat better than a bag that probably cost £5 to put together. Oh, and I didn't even receive a refund, as they emailed me to say that the warehouse couldn't locate my returned parcel. Avoid like the plague!

I ignored the reviews here and decided to order a backpack. When it arrived, it didn’t suit me, it was much bulkier than expected. I followed the return instructions and sent an email requesting a return code. No reply. I sent a second email to the same address and waited. Two weeks later, still no response. At that point, I contacted my bank to dispute the transaction, as this felt like fraud. Thankfully, my bank opened a case. A couple of weeks later, the store finally emailed me, in a rather rude tone, claiming they never received any of my emails. I explained the situation and even sent them proof from Gmail in PDF format. Once again, no reply.

Luckily, the bank resolved the dispute in my favor. But I will never shop at this store again. Why deceive customers like this? I was ready to return the item properly.

Garbage. Spent $100 on my first Matt and Nat bag and the bottom is coming apart within a month. I messaged the company and because I didn’t buy it directly through them I’m not covered under warranty. Definitely won’t be buying their product again. Lame!

J’avais déjà acheté un sac Matt & Nat par le passé, mais maintenant je trouve que la qualité de leurs sac à main n’est plus la même. Vraiment déçue.
La politique de retour est très stricte. Ils disent de garder les étiquettes sur le sac, alors que j’ai reçu un sac sans étiquette dessus. Je ne recommande pas, le rapport qualité/prix n’en vaut pas la peine

Second purchase from this company first one was a reasonable experience as in I got what I ordered. This second experience is very poor they sent a damaged bag that was a birthday gift, I returned it and when I checked the post office tracking it was at the warehouse so I contacted them, I was told that it could take one or two weeks to update and they’d be in touch for a replacement bag or if there was one available a refund.
Three weeks later they still deny receipt even though I have proof.
Basically I’ve been robbed, they have taken my money and I have nothing.
Thieves!

I purchased pair of sandals in May 2025. Brought them on vacation (August 2025) and wore them for less than a week in the evenings to walk to dinner. Now the sole has completely split across its width rendering them unwearable. Contacted M&N and they state their shoes have a 3-month guarantee and refuse to do anything. $100 sandals lasted less than 20 hours. Poor quality.

I love their bags, they're all wonderful and their designs are colourful and eye-catching. However, they drop the ball on customer service questions. All I wanted was a link to create a new password because I couldn't get into my account. It never came ...

I purchased a backpack from them, which came damaged. Parts of the "leather" had started to chip off the side.
I contacted their customer support, and was advised that they could either offer me a refund or a replacement. The catch was that they could not guarantee that they would have the item in stock if I sent it in for a replacement.
I told them I did not want a refund, but I wanted to keep the item since I actually liked it - was there any other option and to please clarify the refund process. They came back to me with the generic answer twice even when I asked for clarification.
They then basically accused me wanting things for free (when I didn't - I'm happy to pay for something that I'd like to keep) but any reputable company would've offered a partial discount by now.
They have also accused me of being impolite to their staff when all I wanted was a beneficial solution to both parties.
Note to the wise; don't shop here unless you want to be belittled by their staff. Its very obvious that they don't care about their customers.

I’ve only had this bag for a few weeks but so far so good. I like the style of it and the quality seems good.

Étant cliente depuis longtemps, malheureusement la qualité n’est plus… mon sac a usé et percé en 6 mois !!! Après avoir contacté le service client rien à faire … usure normal! Pas vrai que je vais acheter un sac aux 6 mois! Dommage mais terminé pour moi Matt&Nat

The purse and shoes were awesome. And delivery was super fast

Fast delivery, awesome vegan products. my go-to for bags

My bag has defects. The company did not reply for 5 days and I had to follow up. Then, they argumented constantly, we had lots of back and forth emails before they agreed to a return. However, they want me to pay for shipping and also charge me a 12$ fee. I refused and they asked me for pictures and even a video. They are also asking me to repeat information I had already provided multiple times and that were in the email chain. I have sent everything they asked, and now they don't reply.

The bag is a lovely colour and design, except I couldn't use it. It is a bucket bag design with a draw string close. The problem is that the fabric is so thick that it can't be opened properly. My problem is that I did not complain until about 6 weeks after, I broke my kneecap a nut totally slipped my mind, as things do if you are in pain and discomfort and can't move around much! So because I do not meet the criteria for a return as it has to be within 30 days there is nothing I can do. I spent £57 on a bag I can not use. I asked if there is any way I can get some compensation or anything! But no, they said sorry.....

I bought some boots 7th July and they were dispatched on the 9th July but a week later I still hadn’t received them.

I didn’t even receive a notification from the courier saying that it was coming or there was attempted delivery or anything like that so I had to figure it out myself and get the tracking number and reach out via email because I’m based in Australia. I have called the Canadian number a couple of times but with the time difference I don’t get to speak to someone and you can’t leave a message sometimes.

I spent time contacting the courier only to receive a screenshot showing proof that this company screwed up big time and put my address incorrectly. The courier was not at fault.

They went to the address that was provided and was turned away and told I did not live there because that was correct. I provided correct information when I shopped and I double checked that I have sent a few emails and it’s taking awhile for anyone to respond and I’m meant to wait until they receive the item back and nobody has promised me that they will refund me for the shipping, which was $15 so it was not cheap.

I had to make a call to the courier and send some emails and they were very helpful and had good customer service and we established that UPS had the wrong address and I did get proof that Matt and Nat did have the correct address, but I’m the one stuck in the middle chasing it up and I was able to organise to get the package sent to the correct address before it went back return to sender but I didn’t get much assistance from this company who refused to refund my shipping even though I asked a few times and I think they should’ve.

I did enjoy the boots which I have been breaking in inside my house as you do if you have sensitive feet and you have new shows but I didn’t notice extra damage and I wish I could attach photos here and the box itself had damage and I have notified them.
They use a factory in China like a lot of companies do and the quality assurance tests are not up to scratch.
These boots cost $115 Australian and that was on sale. I’m vegan and I wanted to support a vegan company and get good quality boots and that is hard to get at a decent price.

I also do not work due to physical health issues which are very serious so this is caused me additional stress and I have never dealt with a company who is so stubborn and will not Take any responsibility because they choose to use UPS.
They choose to use a factory in China so they need to take responsibility for their brand quality.

I’m now getting cracks underneath the bottom of the boots and I notified them.

I had not heard anything for five days after my photo so I had to send a new email via the website form. It’s really hard to reach these people and I don’t like that. That’s a very poor customer service experience.

Fortunately, they have said that they can send me a return label so it looks like they will be paying for the return postage, which is what they should be doing.

I did like the boots and I hope this was a one off so I will be requesting a replacement and hoping that that one is not damaged as well.

The point of this very long review is that customer service and quality control are very important.

After I have received my replacement boots, I can amend this review again .
I don’t know if they see the reviews .

Ich kaufe Matt&Nat Taschen seit über 10 Jahren und früher war die Qualität wunderbar. Bei meiner letzten Bestellung war bei einer Tasche die Naht des Schultergurtes defekt und offen. Die Abholung der Rücksendung lief gut ab und mir wurde ein Austausch versprochen. Leider wurde mir dann zwei Mal eine vollkommen andere, deutlich günstigere Tasche geschickt. Habe das beide Male reklamiert und letztlich um Rückerstattung des Geldes gebeten. Die Rücksendung liegt jetzt seit 1 Monat bei denen und es wird dennoch behauptet, sie sei noch nicht angekommen, obwohl ich eine Sendungsverfolgung bekommen habe!! Werde nie wieder etwas dort bestellen.

Unfortunately didnt check reviews out online before I purchased from this site :( ive still not received a refund nearly 4 weeks later and now not getting any response! Beware you also have to arrange your own returns unlike most stores online these days.

I have been a loyal and customer for over 7 years now. Now I ordered 4 (!) pair of shoes all in the same size however two didn't fit, which I found pretty bizar since I had the exact same shoes in that size which did fit (I ordered them again since I enjoyed them so much, but they were worn out.)

When contacting customer service they told me that that I could send them back because I didn't like them, but had to pay for the return fee myself while I actually DID like them, but they didn't fit, while I have been having the same size at their company for 7 years + have the same shoes in the same size and the version that arrived seemed to be at least half size smaller so meaning that they adjusted their sizes, which is strange because 2/4 pairs did fit and 2 didn't.

They did not seem this to be an issue and I simply had to return the shoes and pay for the return myself, which I found to be quite an odd thing to ask from 1) a loyal customer who always buys her shoes there + bought 4 (!) pairs of shoes 2) a customer who had to send them back not because she didn't like them, but because apparently the company has changed the shoe fitting because she has the exact same shoe in the exact same size but it was worn out and the new pair of shoes did not fit at all although it was the exact same shoe

I am highly disappointed.
Customer service was not helpful/friendly at all and I was not able to speak with someone on the phone about this.

Poor build quality let's the bag down, and the company doesn't care if it falls apart once they have your money. These bags aren't cheap, and lasting one year isn't good enough. They are aesthetically nice, but not worth the price.