FAQs
When will my order ship?
Orders placed after 3pm will be processed the next business day. We then usually dispatch within 1-2 business days. You’ll get a shipping email as soon as it’s on the way.
What delivery options do you offer?
All services are tracked (UK only):
- 24hr Tracked: 0–20 kg £3.50
- 48hr Tracked: Under 2 kg £2.22 · 2–20 kg £2.57
Do you ship internationally?
We currently only deliver to UK addresses.
Who fulfils the orders?
Orders are fulfilled by our distribution partner from a UK warehouse.
How do I track my order?
Tracking details are emailed when your order ships. If you can’t find the email, check your spam folder or contact shop@materialmatters.design.
Can I change or cancel my order after checkout?
Email shop@materialmatters.design as soon as possible. If your order hasn’t been dispatched, we’ll do our best to help.
My order hasn’t arrived — what should I do?
If your parcel is delayed beyond the estimated window, drop us a line at shop@materialmatters.design with your order number and we’ll investigate.
What is your returns policy?
- Faulty or damaged items: email us within 7 days of delivery — we’ll replace or refund.
-
Changed your mind: you have a 14-day cooling-off period. Return postage is at your expense.
Refunds are processed within 5–7 business days of receiving your return. See Returns & Refunds for the full process.
Where do I send returns?
Material Matters
Delizia Media Limited
24 Catherine Grove
London SE10 8BS
Please email us before sending anything back to avoid delays.
Who pays for return postage?
- Faulty items: we cover reasonable return postage.
- Change-of-mind: the customer covers return postage (tracked service recommended).
What if my item arrives damaged or something’s missing?
Email shop@materialmatters.design within 7 days of delivery with photos if possible. We’ll sort it quickly.
What payment methods do you accept?
We accept major debit/credit cards. Depending on your device, Apple Pay/Google Pay or other options may appear at checkout.
Do you charge VAT?
Prices are shown in GBP and include VAT where applicable. Your order confirmation serves as your receipt — contact us if you need a VAT invoice.
Can I add a gift note or special instructions?
Yes — use the notes box at checkout (if available) or email shop@materialmatters.design right after ordering.
What packaging do you use?
We use recyclable, minimal packaging wherever possible to keep items protected and waste low.
How quickly do you respond to emails?
We aim to reply within 2 business days.