FAQs

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Return Policy

We offer 30-day returns from the date you receive your item.

How to Start a Return

1. Your item must be unworn, unused, with tags, and in original packaging.
2. Submit your return request through our Online Returns Portal.
3. If approved, you’ll receive a return shipping label and instructions.
4. Returns sent without prior approval will not be accepted.

Damages & Issues

Inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately so we can make it right.

Non-Returnable Items

• Personal care items (e.g., Hair Brushes)
• Final sale items & gift cards
• Worn or altered items

Exchanges

For a faster exchange, return your item and place a new order once your return is accepted.

EU Customers: 14-Day Cooling Off Period

If your order is shipping to the European Union, you have 14 days to cancel or return it for any reason. Items must be unworn, unused, with tags, and in original packaging, and proof of purchase is required.

Refunds

Once we receive and inspect your return, we’ll notify you of approval. Approved refunds will be issued to your original payment method within 10 business days.

Defective / Warranty Exchanges & Refunds

At MACHETE, we stand by the quality of our products. Our 1-year warranty covers manufacturing defects in materials or workmanship from the date of purchase.

What’s Covered?

We’ll repair or replace any product with a manufacturing defect within one year of purchase.

What’s Not Covered?

Normal wear and tear (scratches, scuffs, fading, minor cosmetic changes).

Damage from improper use, accidents, or unauthorized repairs.

Alterations by the customer or third parties (this voids the warranty).

How to File a Warranty Claim

Contact us within the warranty period with your proof of purchase and a description of the issue.

Our team will guide you through the process, including returning the product for inspection if needed.

If covered, we will repair or replace your item.

Limitations

The warranty applies only to the original purchaser and is non-transferable.

All claims are evaluated case by case at MACHETE’s discretion.

Defective Item Refunds

If you received a defective item and want a full refund (including shipping):

Submit a claim here with a photo of the defect for fast processing.

For warranty claims or questions, contact our Customer Service Team.

Domestic Returns & Exchanges

We offer pre-paid return labels for exchanges and returns within 30 days of purchase. 

Holiday returns will be accepted if postmarked by January 10th.

Returns made to original payment method will be subject to a processing fee of $5 that will be deducted from your return. 

Shipping Fees are non-refundable.

Please have your Order Number and Email Address handy and click the link below to start your return. 

Click to Start Your Return

International Returns

We accept international returns within 30 days of receiving your item. International buyers are responsible for return shipping fees. 

Please reach out to customer service with details on your order and what you would like to return. Once accepted, they will send you the address for your return shipment.

Shipping fees are non-refundable.

Shipping & Fulfillment Time

All orders ship from our studio within 3 business days but could be subject to delays during peak shipping times and holidays. 

Shipping Estimates:

Within the United States:

• Express: 3-5 Business Days
• First Class: 5-10 Business Days

Outside of the United States:

• Express: 5-10 Business Days
• First Class: 10-25 Business Days

Shipment Damage:

Please reach out to our customer service team, mhq@shopmachete.com, within 5 days of receiving your package with photos of your damaged shipment.

Order Confirmation

If you placed an order and did not receive an order confirmation, it may have ended up in your spam/junk folder. 

You can also login to your account to check the status of your order

Lost Orders

If you believe your order is lost in transit, please contact us with any relevant details. If the package cannot be recovered, we will send a replacement—we do not offer refunds for lost packages.

Looking for a Delivered Package?

• USPS may mark a package as “delivered” early, but it typically arrives within 1-2 days.
• Check with neighbors, a doorman, or around your delivery area (e.g., back door, mailbox).
• If your package has not arrived within 3 days, contact us for assistance.