Ordering Process
1. What payment methods can I use to place an order?
At this time, we can only accept payment for orders that are placed online through our secure checkout. By placing your order via our online system all your payment details are stored securely. If you have any questions, please do not hesitate to contact us.
2. Do I have to set up an account to place an order?
No. We do allow customers to place orders as a guest. However, we would always advise that our customers create an account, as this provides better security for the user and access to additional features, such as monitoring order statuses, a faster checkout process and creating wish lists.
3. I have placed my order but have not received an email confirmation, can you help?
You should receive an automated confirmation email once you have placed your order. However, should you not receive this, please check your spam/junk settings and all email folders, as it may have gone to your spam or junk folder. To prevent this from happening, please add our email address (customerservice@matstores.co.uk) to your contacts or safe senders list.
Additionally, please check that your mailbox storage space is not full. This can be another common problem that prevents emails from being received.
If you still have not received your confirmation email, please contact us
4. Can I amend my order once it has been placed?
Unfortunately, once your order has been placed it cannot be amended. Orders are generally dispatched within 48 hours (excluding weekends and public holidays). Once dispatched, no amendments can be made to your order. You will need to either refuse delivery, or raise a return for the item(s). Find out more about returns here.
If there is an issue with your order, please contact us as soon as possible.
5. Can I cancel an order?
Orders can only be cancelled before the goods have been dispatched. Most orders are normally dispatched within 48 hours (excluding weekends and bank holidays), you will be notified via email (with tracking information) once your order has been shipped. Unfortunately, we are unable to cancel bespoke, made to order or customised orders once the order has been processed.
Should you wish to cancel your order, please contact us straight away and we will advise whether your order can be cancelled. If you’re order has been dispatched, you will need to either refuse delivery, or request a return. This can be done either through the orders page within your account, or by contacting us.