Delivery & returns
Every Doorstep Edit mat is printed to order with your wording, then sent to you by tracked Royal Mail. Here are the answers to the questions we're asked most. The full details are in our Shipping policy and Refund policy.
Delivery
How much is delivery?
Standard UK delivery is free on every order, with no minimum spend.
When will my mat be dispatched?
Dispatch: 1–5 working days. Your mat is printed after you order, and we'll email your tracking number as soon as it's on its way. Working days are Monday to Friday, excluding UK bank holidays.
Where do you deliver?
Anywhere in the United Kingdom: England, Scotland (including the Highlands and islands), Wales and Northern Ireland, all at the same free rate. We deliver free across the UK and to the United States. United States: dispatched in 1–5 working days, with import duties included in the price, so there’s nothing extra to pay on arrival. For Christmas, please order by 10 December. We don’t currently deliver to other countries, the Channel Islands or the Isle of Man.
I need it by a certain date. Can you help?
Please email us before ordering and we'll tell you whether we can agree to it. We can't guarantee an arrival date unless we've agreed one with you in writing. Around Christmas and other busy times, production can take longer, and any order-by dates will be shown on our website.
Can I send a mat as a gift?
Yes. Just enter the recipient's address at checkout. Your mat is sent in plain, unbranded packaging.
My parcel hasn't arrived or arrived damaged. What should I do?
Email hello@thedoorstepedit.co.uk with your order number. Your mat is our responsibility until it reaches you, so you don't need to chase the carrier yourself.
Returns
Can I return a personalised mat if I change my mind?
Because each mat is made to order with your wording, the usual 14-day right to cancel doesn't apply to personalised mats. If you need to change or cancel an order, email us straight away with your order number. We'll always try to help, but we can't promise a change once production has started.
What if my mat is faulty, damaged or has the wrong wording?
Email us with your order number and a short description. A photo helps us sort it quickly. Please get in touch within 30 days of delivery where you can. Under the Consumer Rights Act 2015 you can normally reject faulty goods within 30 days of delivery for a full refund, and we'll cover the reasonable cost of returning faulty, damaged or incorrect items.
What if there's a spelling mistake in my wording?
We print exactly the wording you give us, so please check every letter before you order. A mat printed as supplied isn't a fault, but we're always responsible for any mistakes we make.
How long do refunds take?
Approved refunds go back to your original payment method without undue delay and within 14 days, with no fee.
Looking after your mat
Our mats are for covered, dry entrances. Damage from soaking, waterlogging or direct rain isn't a manufacturing fault. Our guide, Can you put a coir doormat outside?, explains how to care for coir.
Still have a question?
Email hello@thedoorstepedit.co.uk. We aim to reply within one working day.