FAQs about Placing, Changing or Cancelling an Order

To place an order, you can follow a straightforward process.

1. When selecting standard sized doormats, simply add the desired product(s) to your basket. 
2. For engraved mats, additional steps are involved. Select the preferred size, colour, or type of mat, and provide the specific text you wish to have engraved.
3. For those interested in custom size mats, choose a matting thickness if necessary, and input the two largest measurements in the designated boxes. A crucial aspect to remember is that these measurements should be in millimetres.

If you have recently placed an order and find that you need to make changes to it, please don’t hesitate to reach out to us as soon as possible. Our team will do their best to assist you, but we cannot always guarantee that changes will be possible, especially if the order has already entered the production phase. Specifically, for made-to-measure, engraved or cut-to-size matting, it’s important to note that once these items are in production, alterations might not be possible. Nonetheless, we understand that situations arise unexpectedly, and we are committed to exploring any potential options to accommodate your request.

The ability for us to cancel an order is dependent upon how far the doormat is in the production process. Once a doormat has entered the production phase, including cutting, engraving, or stitching, cancellation will not be possible. However, for standard mats or those that have not yet commenced production, we can proceed with canceling your order. Please get in touch with us as soon as possible if you would like to cancel your order, this way there is more chance it will be possible to proceed with your request.

Yes, we can accept orders and process payments via credit or debit card (excluding American Express) for orders placed over the phone. While this option is available, we highly recommend considering online ordering to ensure a seamless and secure transaction. By placing your order online, you have the ability to verify and confirm the delivery and billing addresses, and have complete peace of mind regarding the security of the transaction.

If, however, you still prefer to place your order over the phone, our team is available to assist you. You can simply reach out to us by calling us at CGS (Haverhill) Ltd on 01440 709328 during our operating hours. We are here to take your orders from 7:30am to 4pm on Mondays to Fridays, as well as from 8am to 12 noon on Saturdays.

If you are considering placing a large order and find it necessary to assess the quality and suitability of the matting prior to making your purchase, you have the option to request a sample. You can order these online by clicking here.

Alternatively, you can contact us to order your sample(s). To proceed with this, we kindly ask you to provide details about the specific type of matting you are interested in, such as the colours, thicknesses, or any other specifications and a delivery address. Upon receiving your request, we will be happy to arrange for the delivery of the requested sample. It’s important to note that a fee of £1.99 – £3.99 is applicable for each sample, predominantly to cover the cost of postage and associated handling expenses. The fees for each sample can be viewed online in our matting samples page. To allow for the payment of the requested samples, we will provide you with a secure link to our website, where you can proceed with the payment for the samples you require. 

Any available discounts and promotions will be featured on the main website banner or at the basket/checkout page.

No, you do not require an account to order from us. You can simply checkout as a guest. However, by creating an account, our system will save your personal details (excluding payment details), so if you wish to make another order or revisit your previous orders you can do so easily without have to reenter all your details. 

You should not have any issues when placing your order, but if you are have problems with checking out or making payment then please read the information below.

1. Please make sure that you have filled out all fields and ticked all boxes during the checkout process.
2. If you are paying by debit/credit card, please ensure your billing address postcode matches that which is registered with your bank or credit card company.
3. Try an alternative card. Sometimes your bank may be blocking a transaction. You can either call your bank and ask them to allow the transaction or try a different card. 
4. Try in a few hours to see if it will now process.

If the payment is still not working after you have been through the above steps, we can create the order for your manually and either send you a PayPal invoice, an invoice for payment over the phone by debit/credit card or an invoice to pay via BACs. In order for us to create an order for you please contact us and send us the following information:

1. Your billing address 
2. The delivery address for your order (if different)
3. A contact name for the order
4. A telephone number for the delivery and your preferred email address 
5. What you wish to purchase – please include products names, thicknesses, colours, sizes, quantities etc.

No. The security of your personal information is of utmost importance to us. This is why we have strict measures in place to ensure that your card details are never stored on our system or anywhere else. When you make a payment, we do not receive any of your card details, as they are all handled via our secure payment provider. It’s possible that your device or browser may ask if you want to save your payment details; please note that if you choose to do so, these details will be stored on your device and not within our system.

We accept online payments made with all major debit and credit cards. You can also use PayPal as a payment method to pay for your order. Please bear in mind, if you are paying over the phone we do not accept American Express (you will have to pay online should you wish you use American Express). If you would prefer to pay via BACs please get in touch and we can provide the relevant information for you.

Please ensure you have selected all required information for the product and filled out any fields. For example, sizes, thickness, colour, and more. Please also ensure you have ticked any boxes regarding sizing/printing on the product page.