Returns policy

We want you to be happy with your order. If something isn’t right, we’ll put it right quickly.

Faulty or damaged items

  • Please email shop@materialmatters.design within 7 days of delivery with your order number and photos if possible.
  • We’ll arrange a replacement or full refund. We’ll also cover any reasonable return postage for faulty items.
  • For your peace of mind: UK consumer law also gives you a 30-day right to reject faulty goods for a full refund.

Changed your mind? 

  • You have a 14-day cooling-off period from the day you receive your order to tell us you’d like to cancel.
  • After telling us, you then have another 14 days to send the item(s) back.
  • For change-of-mind returns, return postage is at your expense. We recommend a tracked service.
  • We’ll refund the item price and your basic outbound delivery cost once we receive the return (or you provide proof of posting), as required by law.

How to start a return

  1. Email shop@materialmatters.design with your order number and reason for return.
  2. We’ll confirm the return and next steps.
  3. Pack items securely (ideally in the original packaging) and include your order number inside the parcel.

Where to send returns

Material Matters
Delizia Media Limited
24 Catherine Grove
London SE10 8BS

Please don’t send anything back without emailing us first, as this can delay processing.

Condition of returns

  • Items must be in resaleable condition (unused and undamaged).
  • We can’t accept returns of personalised items or sealed items once opened, unless faulty. 

Refund timings

  • We aim to process refunds within 5–7 business days of receiving your return.
  • Legally, refunds are issued within 14 days of us receiving the goods back (or proof of posting) — we’ll always meet or beat that.

Exchanges

The fastest way to swap an item is to return it for a refund and place a new order.