When will I receive my order?
We try to keep our mats in stock, but as it is a handmade product it is possible that some of them may have a longer delivery time. If the product is in stock you will receive it in less than 48 hours. In case it has to be manufactured, the expected delivery time will appear on the product sheet.
You will find the delivery date of the product on the product sheet and in the last step of your purchase. If your basket contains more than one product, you will be able to see the delivery date of all the products in the last step of the purchase.
Once the payment of your order has been verified, you will receive an email with more detailed information about the delivery date. When the order leaves our warehouse, you will receive a new email from the transport agency specifying the delivery date. Deliveries are made from Monday to Friday on working days.
How can I check the status of my order?
If you want to know the status of your order you can do it from the section “My orders” in your personal account. Every time there is a change in the status of your order you will also receive an email with all the information. Your order may be in one of the following statuses:
– Payment accepted: we have successfully received your order and it is being prepared in our warehouse.
– Awaiting payment by bank transfer: we have received your order correctly but have not received payment. This happens when you have selected the bank transfer payment method. If we do not receive it within 5 days, the order will be cancelled.
– Updated: Your order has been prepared by the warehouse and is waiting to be picked up by the transport agency.
– Cancelled: Your order has been cancelled.
– Sent: your order has been sent, when the order reaches this status you will receive an email with the tracking number.
– Delivered: your order is now at home.
I need to change the delivery address or telephone number prior to delivery of my order.
Please contact us by email [email protected] to modify or add additional information to your order or if you prefer you can send us a contact form that you will find on our website.
How much are the shipping costs?
Shipping costs €2.99, but from €100 onwards shipping is free.
Can I make changes to my order or cancel it before I receive it?
We can only cancel your order if it has not yet been shipped. In these cases it is best to contact our customer service department. We will do our best to help you.
What should I do when I receive my order?
At the time of delivery, check the conformity and condition of the products, the integrity of the packaging and that the number of packages delivered corresponds to what is indicated on the delivery note. If you detect any inconsistencies, write “accepted with reservation” on the delivery note and also specify the cause.
What happens if I am not at home when the order is delivered?
The carrier will contact you by text message or email to arrange a second delivery date.