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Delivery & Returns

COVID-19 Update

Matstores UK continues to remain open in line with government guidance and are following procedures to protect both our employees and customers.

We will continue to aim to process all orders within 2 business days. However, delivery times may take slightly longer than usual. This is due to increased pressure and process changes with the delivery partners that we use. 

We will update you via email once your order has been dispatched from the warehouse. Once your order has been shipped, you will receive tracking information so you can monitor the status of your order. In the unlikely event that we are unable to fulfil your order we will notify you via email as soon as possible.

Changes to Delivery

Our delivery partners will make deliveries to the customer’s doorstep and will then step back while they wait for the customer to collect their order. A doorstep delivery requires the driver to place the shipment on the doorstep of the delivery address, knock on the door and step back a minimum of 2 meters while they wait for the customer to collect their order. In a free-standing house, this means the front door of the customer. In an apartment complex, this means the door to the customer’s apartment, or the concierge area.

Changes to delivery procedures for signing for and receiving orders in the UK

In order to protect both employees and customers as much as possible, our delivery partners have changed some of their processes regarding signing for orders.

Customers will not be required to physically sign to confirm receipt of the order. Some couriers will now only seek a verbal confirmation of delivery. This helps minimise the contact between the customer and the driver.

Parcelforce:
Parcelforce will not be handing over hand-held devices to customers to capture electronic signatures. Instead, drivers will log the first and last name of the person accepting the item, then put 'XP1' in the signature field, and will record the geolocation of the delivery. This will apply to all deliveries that normally require a signature.

Contacting Matstores UK

Due to COVID-19 our customer service team is currently working remotely. Our telephones are not being monitored, but voicemails will be checked periodically. During this time, we recommend you contact us via email or using our contact form for the most efficient reply. 

Last updated: 01/07/20

Delivery Information 

How long will it take for my order to arrive?

Delivery is typically within 10 working days of your order being placed. We aim to dispatch all orders within two business days. If we experience any issues in fulfilling your order, we will contact you within 48 hours. 

On occasion, some products may be out of stock and awaiting replenishment at our warehouse. Should the item(s) you order be temporarily out of stock we will contact you to inform you of the date of replenishment and the expected date of delivery. 

What delivery options are available?

Currently, we are only able to offer standard delivery. Delivery will be within 10 working days of your order being placed.

Which countries do you deliver to?

We currently only deliver to the United Kingdom and selected Member States of the European Union. Please contact us if you would like you’re order delivered outside of the United Kingdom and we will advise whether this is possible. Delivery charges and lead times will be based on the items ordered and delivery destination.

Can I change the delivery address on my order?

You can change the delivery address on your order, providing that your order has not been dispatched. Orders are generally dispatched within 48 hours (excluding weekends and public holidays) of your order being placed. Once your order has been dispatched, no further amendments can be made. Please contact us as soon as possible should you wish to change the delivery address and we will advise if this is possible. 

How do I track my order?

Once your order has been dispatched, we will send you an email containing your tracking number. 

If you have a query regarding the status of the delivery, or experience any issues tracking your order, please contact our Customer Service Department and they will be able to help you.

Will I need to be in to accept my delivery?

Yes. Our couriers will require a signature, so someone will need to be present at the address you specify for delivery. 

I have not received my order, can you help?

Please note that all deliveries can take up to 10 working days. If, after this time, you still have not received your order, please contact us.

My order is incorrect, what should I do?

If your order is incorrect, please contact us immediately with your order number, so that we can rectify this for you.

 

Returns Information

What is your returns policy?

We want to ensure that all of our customers are satisfied with the products that they purchase. However, should you wish to return or exchange an item, it must be returned to us within 30 days from the date of purchase. All items must be unused, 100% intact, in their original packaging and suitable for resale. 

Can I return or exchange an item?

Yes, we can offer an exchange or refund, providing that the item(s) are in a suitable resalable condition, unused, in their original packaging and are returned within 30 days from the date of purchase.

How do I go about returning an item?

To return an item, you can either submit a return request by logging into your account, finding the order you wish to return and clicking the Return Items link. Alternatively, you can contact us using the contact form which can be found on our Contact Us page, or by emailing customerservice@matstores.co.uk. You will need to provide your order number, the item(s) and quantity you are returning, as well as the reason for the return.

If there is an issue with your order, for example you have received the wrong item(s), or the product(s) are damaged, please contact us as soon as possible so we can resolve this for you. 

How long will it take for my refund to be processed?

Once we have received the returned item(s) and processed this at our warehouse, we will contact you via email to notify you that we have received the item(s) and have processed your refund. Please allow up to 5 working days for the money to reach your account.

Please note: Unwanted items must be returned unused, in original packaging (with labels attached) and in a resalable condition. Failure to do so may result in us sending the item(s) back to you and your refund not being processed.

I have been sent the wrong item, what should I do?

If you have been sent the wrong item, please contact us as soon as possible so that we can rectify this for you.

My product is faulty or damaged, what can I do?

Should you find that there are issues with your product, please contact us as soon as possible so we can resolve this for you.

When will I receive my exchanged item?

Once we have received the returned item(s), and providing that the item(s) you are choosing to exchange are in stock and of equal value, we will send an email confirm to you detailing the item(s) being exchanged. You should receive the exchanged items within 5-10 working days.

Should the new item be of a higher value, we will contact you to via email to inform you of this and ensure you are happy to proceed. Once your payment for the additional cost has been received, your product will be dispatched.

What happens if the item I wish to exchange is out of stock?

If the item(s) is out of stock, we will notify you via email of this and provide you with the option to either wait until the item(s) is back in stock, or we can offer you a refund.

Have you received my returned item?

When we have received and processed your return, we will notify you by email with the details of the item(s) being returned. This can take 5 - 10 working days. Should you have not received confirmation from us after this duration, please contact us.

For further information on returns, please read our Returns Policy.