MATT & NAT Anmeldelser 

I bought a handbag from Matt & Nat Europe in Sept 2024, attracted by their ethical and eco-friendly branding. The product started falling apart in less than a month — peeling edges, hard and cheap PVC (not real vegan leather), and awful quality.

Customer service refused a refund, only offering a replacement of the same faulty model. I agreed just to avoid losing €78, but UPS never showed up for pickup — twice! I missed work both times, waited all day, and they lied saying I wasn’t home. No notice, no knock, nothing.
Even after proving the bag was still under their 1-year warranty, they kept stalling. Their emails are robotic, dismissive, and full of excuses. This brand is not what it used to be. Low-quality products and deceptive sustainability marketing. Avoid.

I bought a small bag 1 April 2024. I discovered about a month ago (May 2025) that the material was cracking. I contacted Matt and Nat and was told they had a one year warranty. One year and one month is how long I've had the bag. It wasn't cheap ( in my estimation) $135 CAD.
I wouldn't buy again. The quality doesn't justify the price tag.

Website states ‘order shoes one size up’. Shoes arrive - huge. Even to the naked eye I could tell they were too big. Now I have to cover cost of returning. Customer Service poor.

Cheap purse bought new looked like it was used and returned. When I asked for refund I was given the answer that online purchases were final sale. But I purchased in store ( they just didn’t have the stock) still waiting for the refund that they said was done a month ago. It will be the last time I order from there. I would just like to add in store staff were helpful and gave me my refund. But online customer service was horrible and disrespectful.

Just bought some Matt and Nat high boots and OMG they are SO COMFORTABLE!!!
Highly recommend this ethical kind company who make quality products that are cruelty free!
Thank you 🙏🏽

The shoes I bought ripped from the seams within 2 weeks. They sent a replacement pair. The replacement ripped again on both ends from 3 spots after less than 10 wears. They said they can't help and to go to a show repairmen if I want it fixed.

I ordered for the first time there, unfortunately what arrived was small, strange fitting and costed 20 euros to send back.

I bought a wallet in a light colour and within 3 (THREE) days it was covered in back scuffs while only being in a (matt and nat) purse. Nothing cleans it including their recommended solutions but they refuse to exchange for a darker colour because it didn't arrive damaged.
It was THREE days.

I recently purchased the Paige crossbody from Matt and Nat. The order arrived as expected and I liked the bag but within about 1 week of using it the seams around the front pocket started to unpick and fray and started to peel away. Matt and Nat agreed to a replacement but the same fault occurred with the replacement. This indicates a fault with the quality, design and the materials used but they refused to replace it again or offer a refund, leaving me with a tatty bag that I cannot use. I appreciate this might be in line with their warranty policy but it is not acceptable to not replace a faulty replacement. They close their email with the following statement “ We aspire is to keep you as one of our most valued customers, and we hope to make your experience better every day.” Buying from them has been a joyless experience, and I will not do so again.

really poor service - purchased a purse for Christmas - it came damaged - no big deal - worked with matt and nat to get it sent back for a replacement. They refused to acknowledge the receipt of the purse for over a month even though i sent them the confirmation of delivery from the transport company. In the meantime, the purse I had bought sold out -so they were no longer able to fulfill my order. If they would have acknowledge the receipt of the product when it arrived - i would have been able to get the purse i ordered. In addition, Took a lot of work to get a refund. 3 month process for absolutely nothing. Waste of time.

I bought a gorgeous cognac coloured tote. I was so happy with it…until 6 months later threads started showing on the handles. Then, where the handle/ straps attached to the body… then the top of the tote started unraveling! I contacted customer service and got nowhere. Do not trust the quality or the loyalty of Mat & Nat.

I live in Australia and purchased a bag on the 4th Feb. All the tracking from this company says the items have been delivered but were delivered to Canada. Obviously this is not correct and trying to get some help from customer service is useless. At this point I will be have to make a complaint to the Australian Consumer Affairs but who knows if they can help as they are an international company. Will most likely cancel purchase with my bank.
Just save yourself the headache and don't purchase from them.

Used to like this brand a lot until I recently bought a pair of sunglasses from them. They snapped within a couple of weeks after just a handful of wears and the response was that this was standard wear and tear and not faulty. Quite shocking a brand sells glasses to last a few weeks and calls this wear and tear. Getting nowhere with customer service. Really wouldn't recommend, the quality is shocking.

I orderd a pair of boots on their homepage. Shipping was fast and easy, but as I opened the box I realized that they changed the style of the boots. The shape of the sole is different, the angle of heel to sole is rounded, instead of 90° and some more things; major changes which change the complete style of the boots. The newer (or older?) version of the boots, which I received, look like diving shoes. And I absolutely don't like how they look.
I photo documented all of the things that are different from the boots depicted on their homepage. I asked them to let me return the shoes and to send me the ones I ordered.
They told me to return them, but I am supposed to pay the shipping costs and I already paid the delivery costs for them to send me a wrong product.
Shipping costs in total around 30 Euros for nothing. They ignored the photos I provided and the fact that the shoes are different.The photos of the product on their site are absolutely misleading and I would have not ordered the product in the first place if they had provided photos of the real product!

Edit: they replied that they checked the photos and they insist that there is no difference. This is the worst experience I ever had with online shopping in my whole life!

J'ai reçu le mauvais sac (mauvaise forme et mauvaise couleur). J'ai du payer des frais de douanes (plus de 30.- pour la Suisse).
J'ai contacté Matt&Natt, ils m'ont renvoyé le bon sac en m'assurant que je n'aurais pas de frais supplémentaires. Or, j'ai à nouveau eu plus de 30.- de frais de douane. Lorsque j'ai, à nouveau, contacté Matt&Nat, je n'ai eu aucune réponse. Je les ai recontacté 2 fois, mais toujours rien.

I've had the Matt & Nat OVI boots for two years now, only worn in winter, and they suck. The faux leather started flaking off right away, and there's only a very thin layer of fabric in the bottom of the shoe and that separates your foot from the hard plastic outer soles. They're very uncomfortable, and obviously poorly made.

I have just received my lovely orange handbag and some socks from M&N and could not be more pleased. I have had many M&N bags, the vegan leather looks good and the hardware is very high quality. Delivery took one week, which was a pleasant surprise given some recent comments, hopefully the distribution problems are now resolved.

Voor mijn vrouw een tas besteld die ze uiteindelijk wilde ruilen voor een andere kleur. Op de site staat dat ruilen moeilijker is dan retourneren en het juiste product bestellen dus dit gedaan. Alleen nu krijg ik met geen mogelijkheid de kans om het eerste pakket weer te retourneren. Inmiddels op 3 verschillende manieren contact proberen te zoeken maar nergens word op gereageerd voor een retouradres of antwoordnummer.

I received a bag that smells so bad of plastic that it gives you the nausea - it still does after two months. I wrote a reclamation to Matt & Nat, but they wanted me to pay myself the quite expensive return from Denmark. Why should I when the fault is on their behalf? I had a long correspondance with them, but Matt & Nat simply refused taking any responsibility for their smelly bag.

Absolutely terrible customer service.
Ordered a bag (£100) and received a confirmation email. 8 days later I still hadn't had any news about when to expect the bag so I emailed customer service. Their auto reply promises they will TRY to get back to you in 2-4 working days, but DO NOT email again or you'll go to the bottom of the queue. Yesterday, I then got an email that my order was dispatched finally (10 days after the order date) including a royal mail tracking number. Then today, I have an email saying the item is out of stock and I'm getting a refund instead (which will take 10 working days). Still no reply to my original email. By the time I get the money back to order something else it'll be 4 weeks later... no offer of any compensation, discount on their website, terrible.