FAQ
Frequently Asked Questions
Returns and Refunds
What is your return policy?
We offer a 14 day return policy from the date you receive your order. To be eligible for a return, items must be unused, in original packaging with tags still attached.
What is the process for returns?
To initiate a return, please contact us at sales@playgroundmats.co.uk. We will provide you with a return shipping label and instructions. Returns without prior authorization will not be accepted.
Do I have to pay for return shipping?
For items that arrive defective or damaged, return shipping is free. For all other returns, the customer is responsible for return shipping costs.
How long do refunds take?
Once we receive and inspect the return, refunds are processed within 5 business days to your original payment method.
Are there restocking fees?
No, we do not charge restocking fees.
Shipping Information
What are your shipping times?
We offer free shipping on all UK orders. Shipping takes 2-4 business days on average. During busy times, orders can take up to 3 extra days.
What if my order is damaged during shipping?
Please take photos documenting any damage immediately. Contact us at sales@playgroundmats.co.uk with your order number so we can assist you.
What if my order doesn't arrive on time?
If your order has not arrived after 7 business days, please reach out to our customer support team at sales@playgroundmats.co.uk.
Ordering and Payment
What payment methods do you accept?
We accept all major credit cards.
What are your order cut off times?
To receive same-day shipping, orders must be placed by 1:00 pm GMT Monday through Friday.
Who do I contact for questions?
Please email us at sales@playgroundmats.co.uk or call 01744520110. Our customer service team is available 5 days a week to assist you.