Frequently Asked Questions

We all know now that its perfectly safe to shop online, but like any other form of shopping it pays to use a little common sense. The following tips will help you stay safe when you shop online.

  1. All of your usual shopping rights apply online: see

  2. Know who you're dealing with: get the seller's phone number and postal address

  3. Be aware of terms and conditions: check payment and delivery details.

  4. Keep records of what you order.

  5. EU law protects you against fraudulent use of your payment card in EU transactions: credit cards give you extra protection.

  6. Only give your payment card details over a secure connection, and never by email: never disclose your PIN to anyone, and NEVER send it over the internet.

  7. You usually have at least seven days to cancel an order and request a refund from an EU retailer.

  8. Check your payment card statement carefully: you have at least 90 days to report a suspect transaction.

  9. When you buy goods online from outside the EU: You are an importer and may be liable to pay any Customs Duty and VAT; err on the side of caution as it may be difficult to seek redress if problems arise.

  10. If you have a problem, contact the seller then, if you need to, the payment card company and the local Trading Standards Office.

If you still have any doubts or concerns about shopping online with Matrix feel free to call our customer support team on 0845 8387993.