Delivery & Returns
Delivery Information
How long will it take for my order to arrive?
Delivery is typically within 5 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 as soon as possible 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 5 working days of your order being placed.
Which countries do you deliver to?
We currently only deliver to mainland United Kingdom. Unfortunately, we are unable to deliver to Northern Ireland, the Republic of Ireland, Scottish Highlands and Islands, Channel Islands, Jersey, Guernsey and Isle of Man. Please contact us if you would like your order delivered outside of mainland 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. Someone will need to be present to accept delivery at the specified delivery address.
I have not received my order, can you help?
Please note that all deliveries can take up to 5 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 within 3 days 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 an item, it must be returned to us within 30 days from the date of purchase. All items must be unused, unassembled, 100% intact, in their original packaging and suitable for resale. Unfortunately, we are unable to offer returns and refunds on bespoke, customised or made to order products, unless damaged or defective. Furniture cannot be returned or refunded once assembled. Please see our Returns Policy for full terms.
Can I return or exchange an item?
We can offer a refund, providing that the item(s) are in a suitable resalable condition, unused, unassembled, in their original packaging and are returned within 30 days from the date of purchase. Unfortunately, we are unable to offer an exchange for any item(s).
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.
When returning your item(s), please ensure that they are 100% intact, securely packed in their original packaging and suitable for resale.
Please note that you will be responsible for organising and paying postage costs associated with returns. We can arrange collection of your order which will incur a £15 charge per item. This cost will be deducted directly from your refund. Alternatively, you can arrange the return yourself. We would recommend using an insured service and would kindly request that you provide us with the tracking details so we can ensure that you are refunded promptly. Please see our Returns Policy for further details.
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. Refunds will be processed back to the original method of payment. 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 within 7 days of delivery 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 within 7 days of delivery so we can resolve this for you.
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.