Frequently Asked Questions
How do I purchase my new Material product?
When you have made your selection, choose your size and click on "add to basket". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of your screen and click on "Proceed to checkout" to begin the checkout process.
Why should I create a Material account?
To save various billing and shipping addresses to speed up the ordering process.
To safely store credit card information to speed up checkout.
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How do I know if my order was placed?
After you have confirmed your order, you will receive an automatically generated email confirming your purchase.
I've not yet recieved my confirmation email.
Check your spam filter. If you still have not received your confirmation email, please contact us or use the Live Chat.
Can I cancel my order once it has been placed?
If you have placed an order which has not been sent out for delivery, please use the contact us form and we will check the progress of your order.
Shipping and Delivery
How do I know my order has been dispatched?
A dispatch email will be sent out along with a tracking number.
How do I track my order?
A tracking order number will be sent within the dispatch email, use this number with the selected delivery company to get an update on your delivery status.
My delivery is missing an item, what should I do?
In the unlikely event you are missing an item, please fill in the contact us form or use the live chat.
Why haven't I recieved my order on the delivery date?
Please fill in our contact us form so we can investigate, alternatively use our live chat service.
Returns and Refunds
What is your returns policy?
Click here to read our full returns policy
How do I return my item?
Please use the contact us form or use the live chat on screen to speak to us immediately.
How do I know you have recieved my return?
We will inform you via email once we have recieved your return.
My order is incorrect, what should I do?
If for some reason your order is incorrect, please use the contact us form or our live chat service.
How long will it take to recieve my refund?
Your refund can take up to 10 working days after inspection and agreeance. The refunded amount will be returned to the original card used for the purchase.
How long will it take to exchange my item?
We do not offer an exchange service. Please purchase your replacement item and contact us to return your unwanted item.
I've emailed customer services via the contact us form, how long until I get a reply?
Please allow up to 48 hours for a reply, alternatively please use the live chat.
How do my garments age?
Natural fibres will change with washing, wearing and environmental factors. Most items will soften over time whilst their structures will remain.
How do I clean my Material clothing items?
Please follow the care instructions that appear on the garment label.
Think about the environment when doing so. Contact us for further information if required.
Are Material's garments sustainably sourced?
From manufacturing to sourcing, we will always strive to be as sustainable as possible. As practices change and evolve, we will continue to improve and create more sustainable and responsible products. Read More
Are Material's items true to size?
We advise to view the size chart on each product to view exact dimensions.
Some of our styles are unisex, or "box-fit", size up or down for different looks.
How old do I need to be to shop online?
The legal age requirement for buying online is 18.
How are Material clothing's payment systems managed?
Our online payment system is managed by shopify which is powered by Stripe. A world leader in payment gateways.
Is it safe to pay online?
All credit and debit card transactions are processed by Shopify, a secure online gateway that will be responsible for holding and handling information related to your payment details. In addition, your bank details are sent to our server using SSL encryption (Secure Socket Layer) and transferred to a completely secure environment.
Is VAT included?
VAT is included within the price.