Q. How much is postage and packing?
A. Mainland UK: Free Delivery for UK Mainland orders over £75. Order subtotal £74.99 and under £4.95 per order.
A. For UK Highlands and Islands delivery is £15 per order.
This Includes: Isle Of Wight, Scottish Highlands, Scottish Isles, Channel Islands, Isle of Jersey and Isle of Scilly.
Q. Do you ship outside the UK?
A. No. Due to additional restrictions posed upon shipping outside of the UK after Brexit, we no longer ship to commercial customers outside of Mainland UK, and UK Highlands and Islands.
UK Highlands and Islands includes Isle Of Wight, Scottish Highlands, Scottish Isles, Channel Islands, Isle of Jersey and Isle of Scilly. Unfortunately shipping to Northern Ireland or Southern Ireland is no longer possible. There is alternatively the option of us delivering to a UK address of your choice, and you then arranging delivery from there to your overseas address afterwards.
If you are overseas and have a business-related enquiry, feel free to contact us and we will advise on the possibility of shipping to you.
Q. How soon will my order be dispatched?
A. Each product has its own lead time, which is stated on the product page. As a guide lead times are:
All Logo Doormats – 15 working days from customer artwork approval. However, express delivery may be available at an additional cost. Please let us know at the beginning of your enquiry if you require an express service.
Our Standard Sized Matting, PVC Backed Coir, Man Made Coir– 2 to 3 working days unless stated otherwise on the product due to stock issues.
Q. What courier service do you use?
A. Our products are dispatched as soon as they are ready and sent on a next working day courier service. You will receive an automated email containing the courier tracking details when your order is on its way. 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. You can track the progress of delivery online here:
DHL online tracker | Tuffnells tracker
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 contact us or call us on 020 8183 0142 quoting your order number.
Q. Will my order need a signature?
A. In the past this was the case. However, delivery companies now operate using a ‘contactless delivery’ process and will take a picture of your parcel at your property after ringing the doorbell or knocking at the door as your proof of delivery. You can, however, add instructions to your order in the “Delivery Comments” box on the checkout page, to leave your order with a neighbour if you are out. It is up to the courier’s individual discretion as to whether they will leave your order in a specified safe place.
Q. What if I need my order urgently?
A. We will endeavour to dispatch your order as quickly as we possibly can. We usually advise 2-3 working days. If you do need delivery by a specific date, please contact us or call us on 020 8183 0142 to inform us of your delivery requirements and we’ll do our best to assist you. Express Delivery at an additional cost may be available for longer lead time products if mentioned at your time of ordering.
Q. Can I have a delivery address that differs to the invoice address?
A. It is no problem to provide an alternative delivery address, such as a work address. Please supply the full delivery address including the full postal code (PO Box addresses are not acceptable for delivery) and a contact telephone number (mobile is best) after ticking the “Deliver to a Different Address” box towards the bottom of the checkout page.
Q. I have input an incorrect delivery address, what can I do?
A. Please call us on 020 8183 0142 as soon as you can to inform us of your correct delivery address. If your order has already been dispatched, we will liaise with the courier to pass on your correct address, although we cannot guarantee what stage the delivery will be at. We will always do our best to intervene the process and resolve the problem. Occasionally, orders will be returned to us by the courier if they have encountered difficulty completing the delivery. If this should happen, we will contact you straight away and arrange to re-dispatch your order. It is therefore critical that we have your correct contact details.
Q. Are the products I buy insured if they are lost or damaged in transit?
A. Yes, if items are lost or damaged in the post they are insured. If any item arrives damaged or defective, please contact us in accordance with the Damaged Goods Policy. You should inspect the Goods when you receive them for damage or defects. If your order is incorrectly shipped or found to be damaged or defective, please contact us within 2 working days of receipt of Goods. We will not accept any responsibility for loss or damage to Goods unless we are contacted promptly.
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 production, 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 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 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?
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 or phone.
Please contact us prior to returning your goods so that we can specify the correct returns address – depending on what you have ordered it may have to be sent to a different workshop. 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. Postproduction cancellation is generally not available, but please contact our customer service centre for further information.
We will not accept any responsibility for loss or damage to Goods returned 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 are 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.
