Customer Service Information
Shipping & Delivery
- Orders placed before 4pm will normally be dispatched the same day and will be delivered on the next working day between 9am and 6pm.
Orders placed after 4pm will normally be dispatched the next working day for delivery on the following working day.
For UK mainland orders totalling £99 or more, delivery is Free of Charge. UK mainland orders totalling less than £99 will normally cost £5.99. Some very large or heavy items may incurr additional fees and equally some very small or light items may cost less. If this is the case, it will be made clear at checkout before you pay for your order.
Special 1p Delivery Offer!
For limited time Music Matter are offering unlimited delivery for just 1 pence on anything from the Music Matter webstore. To qualify for this offer you must checkout online using Google Checkout.
Google Checkout is very simple to use - Just choose the Google Checkout option from the basket screen once you have added all your items to the basket. You don't need to sign-up for an account with us! If you already have a Google Checkout account, it takes just a few clicks to place your order.
If you do not have a Google Checkout account, you will need to provide your name, address, email and payment details to create a Google Checkout account. The process is safe & easy and will enable you to shop at thousands of retailers quickly & simply where Google Checkout is accepte!
Once your order is placed via Google Checkout, you will receive your order & shipment confirmations from Google. However, if you have any problems with your delivery or your purchase, you can call Music Matter and we will be on-hand to assist you in any way we can.
For UK off-shore orders, including Northern Ireland, Scottish Isles, I.O.M & Channel Isles we can usually maintain the same prices, but delivery will take longer via Royal Mail Standard Parcels service. Please contact us using the instructions below for more information on off-shore UK service.
Our partner for UK and Worldwide delivery service is FedEx Express, who offer a fully insured & trackable premium service. Once your order leaves us we will email you to confirm the dispatch and provide tracking instructions.
For some very light and/or low value items we may use Royal Mail Special or Recorded delivery. If this is the case, you will be informed when we send your shipment notification.
Please note that your delivery will need to be signed for at the specified delivery address on the day of delivery. If there is no one present, the courier will leave a calling card that includes instructions on how you should proceed to retrieve your delivery.
Should you have any special delivery requirements or have any problems at all receiving your parcel, please email us at email@example.com and we will help ensure safe arrival of your purchase.
- Music Matter (Matter Retail Ltd.) respect your personal information and comply with applicable UK Data Protection legislation. When you shop with Music Matter (Matter Retail Ltd.), we collect personal information from you such as your name, e-mail address, billing address, shipping address, telephone number and your chosen password.
We may also collect the URL you came from, IP address, domain type, browser type, the pages of our site that were viewed during your visit, the advertisements you clicked, and any search terms that you entered on our site.
All transactions and information submitted to the Music Matter website are protected by 256 Bit SSL encryption technology . Music Matter (Matter Retail Ltd.) does not store or retain your credit/debit card information.
Look for the Thawte secure website seal in the footer of all our website pages and you can click to verify the certificate for www.musicmatter.co.uk. This secure website certificate is your guarantee that all information entered on our website is 100% secure.
All personal details which you provide to us are protected by Thawte SSL encryption technology. When you place an order on the Music Matter website, we treat the information you enter as private. The information is kept on a secure server protected from outside parties.
We use the information only for the following purposes:
Processing of your orders, statistical purposes to improve the Music Matter Website and its services to you, to improve site content, to serve the advertisements you see on our site and if you so choose, to notify you of products or special offers that may be of interest to you.
You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999. You may unsubscribe from our mailing list at any time by clicking "unsubscribe" in a promotional email or newsletter, or by sending an e-mail to firstname.lastname@example.org notifying us that you no longer wish to receive promotional e-mail from us.
You should be aware that if we are requested by the police or any regulatory or government authority investigating suspected illegal activities to provide your user information and/or information concerning your activities whilst using the Website we may be legally obliged to do so.
Unit 116, Tustin Way
Returns & Replacements
- Cooling-Off Period
By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for software products where the item has been unsealed and items such as in-ear headphones where hygene issues would prevent re-sale. They only apply to transactions between businesses and consumers (individuals acting outside the course of their business) and do not include business-to-business contracts and auctions.
To cancel your purchase within the seven-working-day cooling-off period, please email email@example.com with your name, address and your order number, product details and reason for return. We aim to respond to all return requests within 24 hours.
Once your return is authorised we will send you a Returns Authorisation Number. Once you have this, please package the relevant item(s) securely and send to us using the Returns Authorisation Number provided so that we receive it within seven working days of the day after the date that the item was delivered to you.
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If you cannot arrange the delivery yourself, we may by agreement arrange for collection of the item from your residence at your cost.
As soon as we have received your item in a satisfactory condition, we will refund the relevant part of the purchase price for that item.
For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html.
For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumerdirect.gov.uk/
Return a Damaged, Defective or Incorrect Item
This information explains what to do if you've received a damaged, defective or incorrect item from Music Matter. This returns policy does not affect your statutory rights.
If the item was damaged in transit
If you take delivery from Music Matter and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please email firstname.lastname@example.org with your name, address, order number, product details and specific issue.
If the item is defective within 30 days of receipt
You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please email@example.com with your name, address, order number, product details and specific issue.
If the item becomes defective after 30 days of receipt
Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. In case the item has become defective after 30 days you can also contact us to obtain returns information.
If we sent you an item you did not order
As soon as you find out we've sent you an incorrect item, please email firstname.lastname@example.org with your name, address, order number and a description of the problem. We will respond within 24 hours with instructions on how to return the item.
Please note: In the event of Music Matter sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Music Matter within 7 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within 7 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 7 day period, we reserve the right to charge the full amount of the original order item to the payment card you used for the order.
Ordering & Payment
- To place an order with Music Matter, we recommend that you create a user account and order through our website. This allows you to quickly place orders, add & select from multiple addresses and also provides a full personal account dashboard to allow you to keep track of your order history. When payments are processed all information is fully encrypted using state-of-the-art 256 bit SSL technology.
If you prefer to order by email, please contact us using the contact form HERE or you can email email@example.com
Music Matter currently accepts payment using all major Credit & Debit cards, your PayPal account, your Google Checkout account, Cheque or Postal Order.
If you wish to pay using Cheque or Postal Order please email or write to us with details of what you wish to order and include your full name, address, telephone number and email address.
Cheques or Postal Orders should be made payable to Matter Retail Ltd and sent to;
Unit 116, Tustin Way
UK Pricematch Policy
Music Matter are pleased to offer a UK pricematch policy to our customers. If you see any of the products we sell for a lower price (including shipping) from any of our UK competitors, we will endeavour to match or beat that price for you. To qualify for a pricematch, a product must be in-stock, available for next-day delivery and brand new from a UK based supplier selling in GBP. We cannot pricematch products that are out of stock or ex-demo/refurbished/b-stock, etc. To request a pricematch, simply click the link below the 'add to basket' section on the relevant product page and provide the required information.