FAQs
1) I signed up days / weeks / months ago, why haven't I got a box yet?
Matter is still new (even though it's been around for a while) and it still represents a departure from the norm for advertisers who are used to buying TV spots or ads in magazines.
When boxes go out is down to when we can get enough advertisers to work with us. We are finding it hard to get enough advertisers to consider using it but we're working on it.
We ask everyone to be patient.
In any event, you don't get a Matter box straight away as a direct result of joining (unless by coincidence you happen to join just before we're sending one out - lucky you).
2) What do I do if I move house? How do I change my details?
Change your address in the Edit Your Details section of the site. To access your details, please go to: www.matterbox.co.uk and log-in with your email and password. This will take you to the Edit Your Details section where you can update your address and any other details.
3) What if I've forgotten which email I used to register or lost or forgotten my password.
If you've lost or forgotten your password, there's a link to retrieve it located under the login box at the top right of the web page - "forgot password?".
If you've forgotten which email address you used, you'd better email us at contact[at]matterbox.co.uk and we'll do our best to track it down.
4) Why have some people received boxes and I haven't?
Boxes are created for specific sections of our audience depending on who they are and what they like. You might not be on that particular list. While it’s some way off yet, the plan is that everyone will get a box a few times a year.
5) How often will I get a Matter box? Is Matter monthly?
We closed the list for the first edition (Nov) on Sept 5th at 6:00pm.
- If you joined before Sept 5th, you get the Nov edition.
- If you joined (or join) after that time, you get the following edition in the New Year.
6) When I join, will I get all the Matter boxes?
No, and probably won't be and no you won’t. The plan is to create different types of Matter boxes for different kinds of people. Depending on who you are and what you like will dictate which boxes you get, but we expect everyone to get a box a few times a year.
This is some way off yet, as we are still working to get enough advertisers who want to try something this new.
7) Do I need to keep re-registering after every box in order to receive the next one?
No. You only need to register once. After that you'll receive all Matter boxes, which are made with your interests/tastes in mind.
We will add new questions to your profile from time to time, so it's important to check-in regularly and keep your details up-to-date. By doing this you can make sure you'll get the boxes that are most appropriate for you.
8) What do I do with the items in the box?
Anything you like. We'd like you to enjoy them and do lots of things with them; use them, keep them, give them away, talk about them. We'd really like you tell us what you and your family/friends/colleagues think of them on the website and take part in any offers or promotions featured in the items.
9) How will I know what's going on?
We'll email you with news of deliveries and any changes. We'll also publish news on the Matter web site. Oh, and we update our blog whenever we have a few minutes spare too!
10) When will you tell me when I'm getting a box?
We'll email you when we have a firm date and again the night before to remind you it’s coming.
11) Can you tell me exactly what will be in the box?
That would spoil the surprise!
12) How does Matter work?
Matter is a collection of interesting/amusing/unusual/useful objects created by a handful of companies. The objects are gathered together in a distinctive box and delivered to your home on a Saturday morning. Uniquely, Matter controls what goes in the box, working with the companies to make sure the items are worth paying attention to. They aren't allowed to stick any old rubbish in the box.
It's a bit like magazines - it's published periodically and there are different versions for different people.
Most unusual or all, there's no editorial for the advertising to interrupt. Our advertisers have to create stuff you'll enjoy getting in order to keep your attention.
13) Does is it cost anything?
No, it's absolutely FREE. All we would like from you (if you want to) is to let us know from time to time what you think and what you like. This helps us to send you the kinds of things you would really love to get.
14) Who owns and runs Matter?
Royal Mail owns Matter in the UK. Matter Media Ltd is an independent company that runs various aspects of the service on behalf of Royal Mail including this website.
15) Will signing up for Matter lead to a deluge of unwanted junk mail?
ABSOLUTELY NOT. We don't share, sell or rent our data with anyone else - no matter how much money they offer, or how nicely they ask.
We want you to tell us what you like and what you think so that we can make Matter the best it can be. It just wouldn't be fair to let anyone else know your thoughts and feelings.
16) What do you do with the information I give you about myself?
We keep it safe. Nothing more, nothing less.
17) Why do you ask me all those questions in the Get Free Matter section?
We want to know what you like and what you think. This will help us create better, more appropriate Matter boxes tailored to your own tastes.
18) Can I go back and give different answers to some of the questions?
Certainly. You might change your mind or we might ask new questions from time to time. It's important to keep your details up to date.
19) What do I do if I don't want to subscribe to Matter any more?
Unsubscribe - anytime you like. Send an email to contact[at]matterbox.co.uk marked Unsubscribe. You don't need to, but it would be good if you tell us why you're leaving us though - just in case we need to change or fix anything.
20) What do I do if I clicked Unsubscribe by accident?
Send an email to contact[at]matterbox.co.uk marked Un-unsubscribe!!!!
21) Is Matter UK only?
At the moment, yes.
22) When and how does Matter arrive?
It's delivered by normal Royal Mail 2 – 3 day post and we try to make it arrive on a Saturday.
23) What if it doesn't fit through my letterbox?
The postman will knock on the door to hand it to you personally.
24) What if I'm not in when it turns up?
Just like any other parcel, it'll be available for collection at your local delivery office or you can arrange to have it redelivered at a time that suits you. You can do it online here: http://www.royalmail.com/portal/rm/content2?catId=400040&mediaId=3700067
25) What if I don't want to go to the Local Delivery office to get it and really can't be bothered to arrange redelivery?
It'll get returned to us and we'll put it to good use.
26) What happens if I don't update my mailing address and the box is sent to my old address?
It will be returned to us, and we'll assume that you're no longer interested in being a subscriber of Matter and we'll unsubscribe you. We don't want to be wasteful. You can always re-join any time you like.
27) What happens if my email address is no longer valid?
That would cause our emails to you to be returned undelivered (bounced). If that happens repeatedly, we'll assume that you're no longer interested in being a subscriber to Matter and we’ll take you off. You can re-join anytime you like.
28) When I joined, I got an email that said I should put the kettle on. Is my postman going to come in for a cup of tea?
No, not unless you want him/her to. We're merely suggesting that Matter is worth sitting down and spending some time with - so you might as well make a cup of tea.