Support Center
Check out our FAQs or ask Matt, our AI assistant, your questions
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Contact SupportStudio and Products
Can I send my own clothes to be customized?
No. To guarantee the maximum quality and durability that defines us, we only customize our premium blanks, selected by us for their superior quality.
We only customize items from our catalog or items selected by us.
Do you have a physical store or showroom?
Our operation is 100% online and orders are shipped via carrier. We don't have a physical store for visits or order pickups.
You can see the fit and the real pieces on our Instagram: @matter.stu
Do you offer discounts for large quantities?
YesFor orders over 10 units of the same item, the quantity discount is automatically applied to your cart.
Do you do partnerships or professional design services?
Yes! We're open to partnerships with brands and artists, and we have professional design services available.
For any of these cases, just send an email to geral@matterstu.com.
Customization, Files and Techniques
Is there a minimum order quantity?
We don't require minimum quantities, you can order just 1 unit of all our products.
What customization techniques do you use?
We work exclusively with Embroidery and DTF Printing (high durability and soft feel).
We don't use screen printing or DTG printing.
Important: some items only allow one type of customization.
Are the colors I see on screen accurate?
There may be a slight variation of 5-10% due to monitor calibration and ink absorption on the actual fabric.
How is the price of my item determined?
The final price is calculated based on the blank model chosen (e.g. Regular T-shirt vs Oversize Hoodie), the technique used (DTF or Embroidery), and the number of customization spots (e.g. front, back).
Can I mix t-shirt colors and sizes in the same order?
Yes! You can add different sizes and colors of items to the cart with the same design.
What type of image files should I send?
For the site simulator, you can upload PNG, JPG, SVG, and WEBP.
For final production, our preference is SVG (vector) or PNG with a transparent background at 300 DPI (to make sure the print doesn't come out pixelated).
If your file is larger or in a professional format (PDF, AI, PSD, EPS), complete your order on the site with a simple PNG and send us the original file by email indicating your order number.
Will the background of my image be printed?
Yes. If your file has a background (for example, a logo inside a white square), that background will be printed on the fabric.
To make sure only your design gets printed, the file needs to have a transparent background (PNG or Vector).
What are the rules and limits for Embroidery?
Embroidery has a maximum limit of 20cm and allows up to 6 solid colors (doesn't support gradients, shadows, or photographs).
To ensure readability, text should be no smaller than 8mm in height, and isolated lines should have a minimum thickness of 3 to 4mm (thinner lines may 'break' on the fabric).
What are the rules and limits for DTF Printing?
DTF technology lets us print an unlimited range of colors.
You can use gradients, shading, and high-definition photos.
Unlike embroidery, there's no color limit or extra cost per additional color.
How can I know if my design will turn out well?
During the process on the site you'll have a realistic digital preview.
After you place your order, our team reviews every file.
If we notice that the design is too detailed for embroidery or too low quality for printing, we'll get in touch with you before moving forward with production.
If I order the same design in the future, do I have to send the file again?
It dependsYour designs are stored in our customer database for 1 year so you can quickly reorder during this period.
Production, Timelines, and Shipping
How long does it take for my order to be ready?
For Custom Items: Production time is 4 to 7 business days. For orders over 20 pieces, add 2 extra production days.
Shipping takes place 24h to 48h after production is completed.
For our In-House Collections (no customization): Shipping is done between 48h to 72h.
Do you offer a rush service?
Yes, but it's subject to prior confirmation.
If you have a very tight deadline, contact us beforehand via geral@matterstu.com.
Do you ship internationally?
We currently ship throughout Portugal (Mainland and Islands) and to Spain.
How much is shipping?
For mainland Portugal, we offer free shipping on purchases over 80 euros.
For the Islands and Spain, shipping costs are calculated automatically at checkout after you enter your address.
Will I receive a tracking number?
Yes. As soon as your order ships, you'll receive an email with the tracking link.
You can also check that status in your customer area.
Can I change the delivery address after placing my order?
An address change is only possible if requested by email (geral@matterstu.com) before the order is shipped to the carrier.
Payments
What payment methods do you accept?
For your convenience, we accept payments via MB Way, Multibanco Reference, Credit Cards, Apple Pay, Google Pay, Klarna and PayPal.
Exchanges, Returns, and Complaints
Can I return or exchange an item for the wrong size?
For Custom Items: Since the item is made exclusively for you with your artwork, Portuguese law (Decree-Law No. 24/2014, Art. 17.) does not allow exchanges or returns due to sizing mistakes.
To avoid any mix-ups, we always recommend checking our Size Guide on the product page before finalizing your order.
For our In-House Collections: If you buy an original piece from our brand (without any customization from you), the general rule applies.
You have the usual 14 days to exchange or return the item.
I received a damaged item. What should I do?
We guarantee the quality of our studio, but if there's a slip-up, send us a clear photo of the item and the defect to geral@matterstu.com within a maximum of 30 days after receipt.
We'll handle your case with top priority.
How is the refund processed?
If a refund applies (for pieces from our collections or validated returns), it's processed via the same payment method that you used within a maximum period of 14 days.
Washing & Care
How should I wash my item to make it last longer?
To protect the fabric and the customization: always wash inside out, in cold water or at a maximum of 30 degrees.
Don't use the dryer (air dry only), and never iron directly over the print or embroidery (always iron inside out).
Will the print crack or fade over time?
We use high-durability professional printing techniques.
If you follow the recommended washing instructions, the customization will stay vibrant and in perfect condition throughout the item's lifespan.
Didn't find what you were looking for?
Our team usually responds in less than 48 business hours.