PLAYMAT RETURNS + EXCHANGES 

We know how important it is to get the perfect playmat for your home. If the size or design isn't right for you, we can accept unused playmat returns in the full original packaging inner film + outer box, within 30 days of receipt.
 

Customers are responsible for paying all associated costs for their return. 

For Mainland UK orders, you can choose to pay for a shipping label via our Returns Portal - £15 per playmat return for XL, Standard, Compact and Round sizes, or £10 per playmat for the Runner size. This service is with UPS, you will need access to a printer for the shipping label, and then you can arrange a home collection via the UPS website.

Alternatively, you can arrange the return service yourself using any appropriate courier. We will supply all required details to support with this via our Returns Portal, please select the Self-Shipping option. 

For Non Mainland UK orders, we are unable to supply a label, so you will need to arrange the return.

 

How to request a playmat return:

1. Log into our Returns Portal here.
If you are returning a gifted playmat, please email us to support with the return.

2. You will need a separate label for each playmat you are returning, so you will need to follow the return steps for each item individually. 

3. Our team manually approve playmat return requests, and will reach out to you via email, if we require further information.

4. Once approved, your prepaid UPS shipping label will be emailed to you. This needs to be printed. 

If you have arranged your own shipping, please attach the return address to the outside of the package.

5. Arrange your playmat collection.

If you have selected our Prepaid UPS Label, you will need to enter the tracking reference (usually starting IZ) into the UPS website here to arrange a collection. 

*UPS also has local drop points, but due to the size of our playmats this is not always guaranteed so we recommend calling ahead if you prefer to return this way.

6. Once received back at our warehouse, we expect to process returns within 3-5 working days. For exchange requests, you will receive a new order confirmation, once the return has been received and invoice settled, if any payment is due.

 

FREE SWATCH RETURNS 

We actively encourage swatch returns to keep our service running sustainably, plus the cost of swatches are refunded once received back with us too!

How to request a swatch return:

1. To arrange your swatch return, please log in to our Returns Portal here.

2. After following the returns steps, you will be able to download and print a free prepaid returns label to affix to your envelope. 

3. We recommend crossing through all original shipping details on the envelope, or using an alternative large letter envelope suitable for the swatches.

4. Return the envelope to the Post Office or your local Royal Mail shop.

5. Once we have received your returned swatches, your refund will be processed within 10 days. Please note that the delivery cost is not refunded.

 

Sale items and gift cards are not eligible for return.

 

Read our extended Refund Policy here.