FAQs about Delivery, Collection, Turnaround Times & Returns

Yes, you can order a doormat and arrange for an in-person collection. Simply reach out to us via phone or email, and our team will assist you in placing your order and scheduling a pickup time. Of course, you are also welcome to visit our store in person, where our staff can guide you through the process of ordering your mat in-store. Additionally, if you are visiting our showroom in person, you have the advantage of taking away our ready-made mats immediately. Moreover, our team can often cut our PVC backed coir matting in just a few minutes while you wait, ensuring a convenient experience for you.

Yes, we can make international deliveries. The cost of delivery varies based on the size and weight of the mat alongside the destination country. For deliveries outside of the United Kingdom, we kindly request that you reach out to us for a delivery quote. Please provide details regarding the specific mat(s) you are interested in purchasing, including sizes, as well as the delivery address. It’s important to note that in some cases, particularly due to the dimensions and weight, we may not be able to ship doormats internationally. Upon receiving the necessary information, we will promptly confirm whether we are able to make the delivery to your overseas location. It’s important to bear in mind that as the purchaser, you are responsible for any duties and/or taxes that may be imposed upon entry into the destination country. 

Delivery to the Mainland UK is £6.99
Delivery to the Scottish Highlands (postcodes AB, DD, IV, PA, PH) is £9.99
Delivery to Northern Ireland, UK Islands & the Channel Islands delivery is £9.99
Delivery to Scottish Islands (postcodes HS, KW, ZE) is £13.99
Delivery is free for Mainland UK orders over £100. Please select the free shipping option at checkout to take advantage of this offer.

We understand the importance of keeping shipping costs as low as possible for our customers. It’s important to note that the weight and size of our matting parcels require a slightly higher shipping charge than some clothing shops for example. It also necessitates us to have different delivery prices based on the location of our customers. This is a result of extended area surcharges imposed by our courier services. 

We have a system that computes the shipping costs based on the specific postcode provided. If the system does not recognise your postcodes or mistakenly apply charges for an incorrect location, please get in touch.

The size and weight of our doormat parcels present us with logistical challenges that require a tailored approach to shipping. Due to these factors, we cannot rely on one single courier for all of our deliveries. Many couriers have restrictions in place, accepting only small parcels weighing up to 2 or 5kg. Given that a significant portion of our parcels exceeds 10kg and vary in shape and size, we have to use different couriers based on the particular requirements of each shipment, including its size, weight, and delivery location.

Furthermore, it’s important to note that our couriers impose extended area surcharges for specific regions, such as certain areas in Scotland, UK Islands, and Northern Ireland. Unfortunately, we do not have control over these surcharges. For information on the delivery costs associated with different UK postcodes, you can refer to our comprehensive list available here.

Our system is designed to seamlessly connect your postcode to the correct delivery option available to you. However, in the rare event that our system has incorrectly calculated this and provided an inaccurate delivery estimation, such as indicating that you are situated in the Scottish Highlands when you are actually located in the South of England, we apologise for any inconvenience this may have caused. Please do not hesitate to get in touch with us so that we can swiftly investigate this issue for you. If you have already completed your order and noticed this, no problem, we will refund the difference in the delivery cost.

All information on returns, including our return request form, can be found by visiting our returns page by clicking here.

Our estimated dispatch times (this does not include delivery time) are as follows. Please note these are only an estimate and it may vary slightly. We use a variety of different courier services depending on the weight and size of parcels. Depending on the courier company used delivery can take up to an additional 5 working days after your order is dispatched.

Standard sized mats are usually dispatched within 2 working days.

Cut to size matting (PVC backed coir, synthetic coir and needle punch matting) is usually dispatched within 5 working days.

Engraved matting is usually dispatched within 7 working days.

Traditional backed hand stitched coir mats are usually dispatched within 10 working days. However, during busy periods this can extend to 14 to 21 working days.

If delivery time is critical please contact us and we’ll see what we can do for you.

If your estimated dispatch date has already passed and you have not received a confirmation of dispatch, we understand your concern. Please allow an extra few days, as this is just an estimate and we may be experiencing an unusually high volume of orders. Rest assured that we will be working diligently to dispatch all orders as quickly as possible. If an extra few days pass and you have still not received confirmation that your order has been dispatched, please don’t hesitate to get in touch with us.

We also want to assure you that if your order has not been delivered within 5 working days, we kindly ask that you allow a few extra days for your order to be delivered, especially during busy periods or extreme weather conditions. Your satisfaction is our priority, and we appreciate your patience and understanding. If, for any reason, your order doesn’t arrive within 7 working days, please reach out to us, and we will do our best to assist you promptly. 

Yes! We can deliver to your place of work or business. When opting for delivery to your workplace, it’s important to ensure that someone will be available to receive the goods, as the courier will deliver to the designated place rather than a specific person. Additionally, to facilitate a smooth delivery process, please include your company name when providing the address. This can make it easier for the delivery driver to locate your workplace and ensure that your items are accurately delivered to you.

We’re sorry to hear that your order hasn’t reached you. If you have received notification that your order has been returned to us, please allow up to 7 working days for it to be delivered back to us and processed. Rest assured, as soon as we have received it, we will send you an email to confirm the receipt and organise for a refund or the item to be resent. 

Your order has likely been sent back to us for one of the following reasons:

• The parcel was refused.
• Our delivery partner was unable to access the address after several attempts. 
• The delivery address was incomplete.
• The parcel was damaged in transit. 
• The order was not collected from a pick-up point within 10 days of it being delivered.

If you are returning the product to us or if we have arranged the collection of a faulty item, it can take up to 7 working days from the day after your return was sent for it to reach us and be processed depending on what delivery service was used. Once we have received the return – you’ll receive an email with all the details about your refund. Once we refund you, it may take up to 10 working days for the refund to reach your account – this depends on your bank or card issuer.

If you paid by debit or credit card, all refunds will go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing the account is still open. For PayPal payments, we will refund the amount to the respective PayPal account or card linked to the transaction.

If you paid for delivery when placing your order, it will only be eligible for a refund in the event of order cancellations or if the product itself was found to be faulty. However, in situations where multiple items were ordered and only part of the order was deemed faulty and subsequently returned, the delivery cost will not be refunded.