Placing An Order
Q. I want Coir Matting for my mat well, how do I measure and order?
We can produce our Made to Measure Mats to an “irregular shape” (i.e. something other than a rectangle / square with all 90⁰ angles) by working from a life sized template or accurate diagram. This is a must for our Made to Measure Traditional Doormat where the edges are hand stitched and so cannot be trimmed in situ.
For instructions of how to go about sending us your template or diagram, click here. Once we receive your template/diagram we will contact you via email to provide a quote and advise further steps for ordering.
To order online, the width and length dimensions must be input in centimetres for our online system to work properly. Unfortunately, we cannot process orders that have been input in feet/inches or millimetres/metres. You also need to choose the thickness of your matting. We stock a wide range of thicknesses from 14mm right up to 50mm. The thickness very much depends on the depth of your mat well, as most people aim for the matting to be flush with the surrounding flooring when installed into the well. If you have a very deep well, you can always put material like plywood underneath the mat to raise it up to the top. Click here for more advice about mat thickness.
Q. I would prefer a Carpet Mat for my mat well, how do I order?
Q. My mat is going to be loose laid on top of the floor indoors, which should I order?
Another option is our range of personalised All Weather Made to Measure Doormats and Washable Textile Carpet Mats that are highly absorbent and a great choice if you have limited clearance beneath your door. With thicknesses starting at just 5mm as well anti-slip backings, these are perfect for high traffic areas where the mat needs to stay put! We also offer a Made to Measure service in this range, allowing you to choose your own specific size from up to 72 different colours and the ability to personalise with lettering or a motif of your choice.
We recommend the following products for being loose laid on top of the floor:
Q. What is the best mat for outdoor use?
Take a look at our recommendations for outdoor matting:
Q. Will my mat be Landscape or Portrait orientation?
‘Landscape’ is the most common orientation for a doormat, with the longest dimension going across the doorway. However, you may be looking for a ‘runner’ style mat, in which case ‘Portrait’ orientation is best suited.
Some of our Personalised products have an option to choose the orientation, for these products we always use the orientation you have selected rather than the width and length dimensions to determine the location of the printing. All other mats are created ‘Landscape’ unless we are advised otherwise. If you would like the mat ‘Portrait’, then please write these instructions in the notes at checkout, or Contact us, our customer service team is here to help.
Q. Do you send out samples?
We would always recommend that you to request samples if you’re not 100% sure to ensure that you get the product you want.
Feel free to choose up to five samples free of charge. You are required to pay the £4.95 delivery charge that it costs to send the samples out to you, but we will send you a code with your samples to redeem the £4.95 back off your subsequent order with us.
If you are looking for a colour match for natural un-dyed coir, please be mindful that the colour can vary slightly between rolls of coir as it is a natural material and harvesting at different times of the year and different conditions can result in small colour variations. Therefore, a sample of natural un-dyed coir may not be exactly representative of the colour you later receive in your order.
Q. Can I place my order over the phone?
Our Customer Service centre is open from 09:00 to 17:00 – Monday to Friday on 020 8819 5869. If all of the customer service representatives are busy, please do leave a message and we will call you back ASAP. Please be patient at peak times.
It may be best to leave both a landline and mobile number, so we have the best chance of calling you back. We also have a Pay By Phone option on our checkout page if you would prefer to save time by entering the order online and then calling us to process your Credit/Debit Card details over the phone.
Q. Will I get confirmation of my order?
The order confirmation email will contain the details of your order along with your order number, which is useful to quote if you contact us regarding your order. If you need a separate VAT invoice for your order, please Contact Us quoting your order number.
Q. How can I be sure my credit card details are safe when I shop with you?
All card details are encrypted using 128-bit encryption; they are not held in clear text on any Website.
When you choose to pay online, your card details will not be available to Make An Entrance staff and are not saved anywhere. Your card details are input into Make An Entrance securely and we do not have access to them at any time. Your card and address details are security checked and verified with the relevant card issuer and your payment is authorised. You will receive a confirmation message in your internet browser window to tell you that your order has been processed, and you will receive an order confirmation from Make An Entrance by email.
However, if you would prefer not to send your credit or debit card details over the internet, you are still able to choose the goods you require using our shopping cart facility. At checkout, you simply choose your preferred payment option: Payment by Telephone or by Bank Transfer. We would be delighted to take payment for your order by telephone, which is the quickest way to get your order in line for production.
Our Customer Service centre is open from 09:00 to 17:00 – Monday to Friday on 020 8819 5869