Tracking & Returns
Q. When will my order be dispatched?
Our Made to Measure Traditional Doormat – 4 to 7 weeks
All Personalised Doormats – 12 working days from customer artwork approval
Our Standard Doormat Range, PVC Backed Coir, Man Made Coir and Hug Rugs – 2 to 3 working days unless stated otherwise on the product due to stock issues
House Signs, Name Plates and Letter Boxes – 10 working days
Q. Which Courier do you use?
Q. How can I track my order?
. This is sent to the email address you use when placing your order so it is important that this is correct. If you have not received this, it is worth checking your Junk/Spam folder in your email account, as it is an automated email generated by our system and some email accounts are sensitive to this. If you need help tracking your order, please email us at email@example.com quoting your order number.
Q. What if I change my mind about a purchase?
Q. The Goods I have received are damaged / faulty. What can I do?
Customer satisfaction is our number 1 priority, and our Customer Service team will work hard to resolve the matter in a timely and agreeable manner. We will offer a refund or replacement for any faulty / damaged Goods.
Q. What is the returns process?
Please contact us prior to returning your goods via email firstname.lastname@example.org or via phone +44 (0)20 8819 5869 goods so that we can specify the correct returns address. If an exchange is required, it is your responsibility to check with us that the stock is available to make the exchange.
Please note that, for reasons of hygiene, we are unable to offer refunds or exchanges on any used product. Additionally, we cannot offer any refunds for customised or bespoke Goods which are not damaged or defective. This includes made to measure mats, and mats with any form of printing, including lettering, pictures or photos. Furthermore, cancellation of bespoke orders is only possible if the item is yet to be produced by our workshop. Post production cancellation is generally not available, but please contact our customer service centre at email@example.com for further information.
We will not accept any responsibility for loss or damage to Goods returned in this way until they are received at our above address. We strongly recommend that returns are sent by 'insured registered delivery' and the original proof of posting is kept. Please note that we are not responsible for return postage other than for incorrectly supplied, defective or damaged Goods, when we would ask you to contact our customer service centre first. Return postage for Goods returned for any other reason shall be solely at your cost. We also unable to refund more than the original payment made for the order, so if this may be the case, please contact us for collection.
Once we receive the Goods in their original condition, any payments made by you for your purchase will be refunded in full within 28 days or, where applicable, replacement Goods will be dispatched to you as soon as possible with no further costs for you.
Sale Department products are bought as seen on the website, and as described. These cannot be returned or refunded for any reason.