Terms of service
Last updated: 30.08.2026
These terms cover your use of bymatter.com and any products you buy from us. Please read them before you order. By using the site or placing an order, you agree to them.
Part A covers your use of the site. Part B covers buying from us. Part C applies to both.
1. WHO WE ARE
bymatter.com is operated by BYMATTER LTD, a company registered in England and Wales under company number 12855001, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. VAT number GB371281113.
You can contact us at hello@bymatter.com.
These terms should be read alongside our Returns Policy, our Subscription Policy, our Shipping page and our Privacy Policy. Where a policy says something more specific than these terms, the policy applies.
PART A: USING THE SITE
2. ACCESS TO THE SITE
We may withdraw, suspend or change any part of the site. We will give notice where we reasonably can, but the site is provided free of charge and we do not guarantee it will always be available or uninterrupted.
You are responsible for making sure that anyone who uses the site through your internet connection is aware of these terms.
3. YOUR ACCOUNT
If you create an account, keep your password confidential and do not share it. Tell us at hello@bymatter.com if you believe someone else has used it.
We may suspend or close an account where we reasonably believe these terms have been breached.
4. WHAT YOU MUST NOT DO
You must not:
- Use the site for any unlawful purpose, or in any way that breaches these terms
- Introduce viruses, trojans, worms or any other material that is malicious or technologically harmful
- Attempt to gain unauthorised access to the site, the server it is hosted on, or any connected database
- Attack the site through a denial of service attack
- Copy, reproduce, republish, sell or commercially exploit any part of the site or its content without our written permission
- Use automated systems to scrape or extract content, or to place orders
- Send unsolicited advertising or promotional material through the site
- Post anything that is defamatory, obscene, offensive, or that infringes anyone's rights
Some of these acts are criminal offences under the Computer Misuse Act 1990. Where we consider a breach to be criminal we may report it to the relevant authorities and cooperate with them.
We may suspend or withdraw your access to the site if you breach this section.
5. INTELLECTUAL PROPERTY
We own or are licensed to use all intellectual property in the site and in its content, including the byMATTER name and marks, product names, photography, copy, design and packaging.
You may view and print pages for your own personal, non-commercial use. You may not otherwise use our content, and you must not use our marks or photography without our written permission.
Requests to use our imagery or marks, including for press, affiliate and retail purposes, should go to hello@bymatter.com.
6. CONTENT YOU SUBMIT
If you submit a review, comment, photograph or other content to the site or to our social channels, you confirm that it is your own, that it is accurate, and that it does not breach anyone else's rights.
You give us a non-exclusive, royalty-free licence to use, reproduce and display that content in connection with our business, including in marketing. We will credit you where it is reasonable to do so.
We may remove content that we consider inappropriate. We do not edit or suppress genuine reviews on the basis that they are unfavourable.
7. INFORMATION ON THE SITE
We take care over the content of the site, including editorial and care advice, but it is provided for general information. It is not professional advice, and it is not a guarantee of a particular result on a particular garment. Always follow the care label and the product instructions.
Where we link to other websites, we do so for information. We have no control over their content and we are not responsible for it.
PART B: BUYING FROM US
8. HOW A CONTRACT IS FORMED
Placing an order is an offer to buy. It does not create a contract.
We will send you an email acknowledging your order. This confirms we have received it, not that we have accepted it.
A contract is formed when we send you an email confirming that your order has been dispatched. It covers only the products in that dispatch confirmation.
We may decline an order. Reasons include a product being out of stock, a pricing or description error, a payment we cannot authorise, an address we do not ship to, or a suspected fraudulent or resale order. If we decline, we will tell you and refund any payment taken in full.
9. PRODUCTS
We take care over our product images and descriptions, but colours and finishes can appear differently on different screens. Packaging may vary from the images shown.
Fill weights are nominal. Fragrance and formulation may be changed to meet regulatory requirements or to improve the product.
Our products are for household use on textiles and footwear as described. Please follow the instructions on the label, and test on an inconspicuous area first where a garment is delicate, unlined or dry clean only.
10. PRICE AND PAYMENT
Prices are shown on the product page in the currency selected for your location.
Prices for UK orders include VAT. Prices for orders outside the UK exclude UK VAT. Delivery charges are shown separately at checkout before you pay.
For orders shipped outside the UK, import duties or taxes may be charged on arrival by the destination country. These are your responsibility and are not included in the price you pay us.
If we discover an error in the price of a product you have ordered, we will contact you before dispatch. You can confirm the order at the correct price or cancel it. If we cannot reach you, we will treat the order as cancelled and refund you in full.
Payment is taken when your order is placed, through our payment provider. We do not store your full card details.
11. DELIVERY
We aim to dispatch orders within 24 hours of your order, and estimated delivery times are shown on our Shipping page. These are estimates. Delivery times are not guaranteed and are not of the essence.
If delivery is delayed by something outside our reasonable control, we will let you know and do what we can to reduce the delay.
Delivery is complete when the order is delivered to the address you gave us. Risk in the products passes to you at that point. Ownership passes when we have received payment in full.
If nobody is available and the products cannot be left safely, the carrier will leave a note. If the products are returned to us undelivered, we will contact you. Where redelivery is needed because of an incorrect address or a failure to collect, we may charge the cost of redelivery.
12. YOUR RIGHT TO CANCEL
If you are a consumer in the UK or the EU, you have a legal right to cancel your order within 14 days of receiving the products. This is separate from, and in addition to, our own Returns Policy.
To use this right, tell us in writing at hello@bymatter.com within that period. You must then return the products to us within 14 days of telling us. We will confirm the return address.
We will refund the price you paid, together with our standard delivery charge, within 14 days of receiving the products back, or of receiving proof that you have sent them. We may reduce the refund to reflect any reduction in the value of the products caused by handling them beyond what is necessary to establish their nature and characteristics.
Return postage is at your cost unless the products are faulty or not as described.
Nothing in these terms or in our Returns Policy affects this right.
13. FAULTY OR INCORRECT PRODUCTS
If you are a consumer, you have legal rights where products are faulty, not as described or not fit for purpose. These rights are not affected by these terms or by our Returns Policy.
If something arrives faulty, damaged or incorrect, email hello@bymatter.com with photographs and a description. Our Returns Policy sets out how we handle this.
PART C: TERMS THAT APPLY TO BOTH
14. OUR LIABILITY
We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987.
Where you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. Your legal rights as a consumer are not affected.
We supply our products for domestic and private use. Where you use the site or our products for a business purpose, we exclude all implied warranties to the extent permitted by law, and we will have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
We are not responsible for damage caused by use of a product otherwise than in accordance with its instructions, or on a fabric or surface for which it is not intended.
15. EVENTS OUTSIDE OUR CONTROL
We are not liable for failure or delay in performing our obligations where that failure or delay results from events outside our reasonable control. If such an event occurs we will contact you, and you may cancel and receive a refund for any products paid for but not received.
16. PRIVACY
How we use personal information, including our use of cookies, is set out in our Privacy Policy.
17. CHANGES TO THESE TERMS
The terms that apply to your order are the terms published on the site at the time we accept your order. We may change these terms for future orders and for future use of the site. The date at the top shows when they were last changed, and where a change is significant we will post a notice on the site.
18. GENERAL
If any part of these terms is found to be unenforceable, the remaining terms continue in force.
If we do not insist that you do something you are required to do under these terms, or delay in taking action against you, that does not mean we have given up our rights.
This contract is between you and us. Nobody else has any right to enforce it.
You may not transfer your rights under these terms to anyone else without our written consent.
19. COMPLAINTS AND GOVERNING LAW
If you are unhappy with a product or with our service, email hello@bymatter.com and we will try to resolve it.
These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you are a consumer resident elsewhere, you keep the benefit of any mandatory protections given to you by the law of the country where you live, and you may bring proceedings in your local courts.
20. CONTACT
BYMATTER LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom