Ordering Process

1. What methods can I use to place an order?

At this time, we can accept only orders that are placed online. 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 our customers to create an account, as this provides better security for the user and will be more convenient if the customer wishes to amend the order after placing it.

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.com) 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?

No. 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). Please contact us straight away and we will do our best to assist.

5. Can I cancel an order / How do I cancel an order?

Should you wish to cancel your order, this can only be done prior to dispatch. Orders are normally dispatched within 48 hours (excluding weekends and bank holidays). Please contact us straight away and we will advise whether your order can be cancelled.