Tracking & Returns
Q. When will my order be dispatched?
A. Each product has its own lead time, which is stated on the product page. Many of our products have a very short lead time of just 3-5 working days. However our Made to Measure Traditional Doormat can take up to 4-6 weeks to produce as it is fully handmade in our UK workshop. Similarly, our Made to Measure Carpet Mats have a slightly longer lead time of approximately 10 working days.
Q. Which Courier do you use?
A. Once made / packed, most products are dispatched on a next working day courier service The couriers we use vary by product and sometimes they deliver at the weekends and in the evenings.
Q. How can I track my order?
A. You will receive an automated email containing the courier tracking details when your order is on its way, so as you can track the progress of delivery online. This is sent to the email address you use when placing your order so it it 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 firstname.lastname@example.org quoting your order number.
Q. What if I change my mind about a purchase?
A. If you change your mind about your purchase after ordering, please contact us as soon as possible so as we can check the status of your order. If you have ordered a Bespoke, Made to Measure or Personalised product that is already in production, then unfortunately we are unable to change or cancel your order at this stage. If you contact us prior to this, then we will do our best to hold your order until you advise us how you would like to proceed. If you have ordered a Standard Sized product, then these are returnable if you have changed your mind. Please refer to our returns process below for how to send a Standard Sized product back to us.
Q. The Goods I have received are damaged / faulty. What can I do?
A. Please email our Customer Service centre at email@example.com as soon as possible, including a description of the fault and a photograph of it so as we can take a look. . Once we receive your email and photograph we will contact you as soon as possible to advise how we will resolve the issue. We may request to collect the faulty Goods from the delivery address, in which case we will seek a convenient date on which to arrange this via courier. Customer satisfaction is our number 1 priority, and our Customer Service representatives 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?
A. We do hope you will be delighted with your purchases. If for any reason you are not pleased with your purchase, you must inform us within 14 days of receipt of goods that you wish to cancel your order. You can do this via email firstname.lastname@example.org or via phone +44 (0)20 8819 5869.
Please contact us prior to returning your goods via email email@example.com 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 firstname.lastname@example.org 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.