Shipping Policy
Key Information:
- Order Cut-Off Time: Orders placed before 13:00 will be processed on the same day, while those placed after this time will be handled on the next business day.
- Order Processing Time: Our standard order processing time is between 1 to 2 working days (Monday to Friday). Please note that processing times may vary depending on order volume or special circumstances.
- Estimated Shipping Duration: Once dispatched, orders generally take between 5 to 7 working days (Monday to Friday) to arrive. Please be advised that this is an estimated timeframe and minor delays may occur due to unforeseen factors.
- Free Delivery: We provide free shipping on all orders within the United Kingdom to make your shopping experience hassle-free.
Order Processing and Shipping Details
Upon placing your order, you will receive a confirmation email to acknowledge receipt and initiation of processing. The processing period usually spans 1 to 2 working days (Monday to Friday), subject to seasonal demand and order volume. Once your order is ready for dispatch, we will send a follow-up email containing tracking information so you can monitor your shipment.
After processing, your order will be shipped. Most deliveries are expected to arrive within 5 to 7 working days (Monday to Friday). However, shipping times may vary based on location, courier service availability, and external conditions affecting logistics.
We proudly offer free delivery across the United Kingdom, covering all products regardless of size or price, to provide a seamless and cost-effective shopping experience.
Potential Delays
While we strive for timely deliveries, occasional delays may occur. Most orders should arrive within 6 to 9 working days (Monday to Friday) from the dispatch date. However, peak-season demand, public holidays, adverse weather, or unforeseen circumstances may impact delivery times.
If a delay occurs, we kindly ask you to allow an additional 3 working days (Monday to Friday) beyond the estimated delivery timeframe. Should your order not arrive within this extended period, please reach out to us at support@matohome.co.uk, and we will promptly investigate and update you accordingly.
Order Cancellations
We understand that circumstances may change, requiring order cancellations. If you need to cancel your order, please contact us promptly at support@matohome.co.uk. We will make every effort to cancel the order before processing and dispatch. However, once an order has entered processing or has been shipped, cancellations or modifications will no longer be possible. In such cases, our return process must be followed once the item is delivered.
Damaged or Incorrect Items
If you receive an incorrect or damaged item, we sincerely apologize for the inconvenience. While we take great care in packaging and verifying orders before shipment, mistakes can happen. If you receive a damaged or incorrect item, please capture clear photos of the issue, including any packaging damage or defects, and email them to us at support@matohome.co.uk. We will carefully review your case and ensure a replacement or the correct item is sent to you as soon as possible. Our goal is to resolve any issues efficiently and provide you with a positive shopping experience.
We're here to provide any assistance you might need—reach out using the contact methods listed below.
Customer Services Hours:
Monday to Friday: 9:00 - 17:00
Email: support@matohome.co.uk
Phone Number: +447418352830
Contact Form: Click Here
Business Information
Matohome is operated by JM CCL ECOM LIMITED, a company registered in the United Kingdom.
Company Number: 16299898
DUNS Number: 233593921
Address:
71-75 Shelton Street, Covent Garden, London WC2H 9JQ