Contact

Questions about a product, an order, or whether something will suit you? Message us. We answer plainly and without judgement, and asking a question never adds you to a marketing list.

Email

Write to support@desirematrix.com. We reply within one working day, usually sooner.

What to include about an order

To help us sort something out in one reply rather than three, include:

• Your order number (it is in your confirmation email).
• The phone number or email you placed the order with.
• For a damaged or incorrect item, photographs of the product and the packaging it arrived in.

Before you write

Several of the most common questions already have full answers:

• Frequently asked questions — ordering, payment, products, returns
• Where your order is — tracking and delivery status
• Delivery times by city
• How cash on delivery works
• What the parcel and your statement look like
• Returns and refunds

Product advice

If you are unsure what to buy, tell us roughly what you are after and any constraints — budget, material, size, whether it needs to be quiet or discreet to store — and we will point you at two or three options rather than upselling you. We would rather you bought one thing that suits you than three that do not.

Business hours

We answer messages Monday to Saturday. Messages sent on Sundays and public holidays are answered the next working day.

Privacy

Anything you tell us about an order or a product stays between us. We do not sell your personal information. Our privacy policy covers how we handle your data.