Order & Delivery Information

We are a real company, with premises and live people who you can talk to. We would be delighted if you would like to give us a call with a question, query or an order. Or come and see us and inspect the goods! You can order in 3 ways:-

Online

Quickest method. We accept payments by WorldPay or PayPal which are both totally secure accepting all major credit/debit cards. We aim to dispatch within 36 hours following the acknowledgement of order.

Phone

Telephone 01935 822204 and ask for the Matting Department. We will accept credit and debit card payments. (We will require both the cardholders address and delivery address) We will not accept cheques. We aim to despatch goods within 36 working hours (Monday to Friday).

In Person

At our shop and warehouse at Paulls, Coat Road, Martock, Somerset. TA12 6EX.

Opening hours Monday to Saturday 8.00 a.m. to 5.00 p.m.

We will accept credit and debit card payments, or cash. Goods can be taken away (no delivery charge!) or delivery arranged.

Delivery Charges

Our prices include Standard Delivery to MAINLAND UK destinations only.

Please phone 01935 822204 for deliveries to Isle of Wight, Highlands & Islands, Northern Ireland, Isle of Man, Isle of Skye & The Channel Islands and all other areas classed as outside of mainland UK by our carriers.

Credit and Debit Cards

We accept Mastercard, Visa, Solo, Electron or Maestro (We do not accept American Express).

Credit and Debit Cards

When Can I Expect to Receive My Order?

We aim to despatch your order within 36 hours following the receipt of your confirmation of order. We use the most economic delivery method which may be parcel post, or carrier. You would normally expect to receive your goods within 3-4 working days of receiving your confirmation. This excludes weekends and bank holidays when carriers do not normally operate. Depending on the method of delivery you may be asked to sign for receipt of the goods.

Do Your Prices Include VAT?

All retail prices include VAT on both the goods and the carriage (where applicable).

Trade prices exclude VAT, but this will be shown separately on the order form and confirmation.

In either case we will issue a VAT receipt. We are registered for VAT. Our VAT number is 130 4026 30.

Carriage

The website either quotes an inclusive price including packing and carriage or in some cases it will calculate packing and delivery charges for the UK mainland. For deliveries to the Highlands and Islands and Northern Ireland please refer to Paulls Matting by telephoning 01935 822204 or by emailing sales@paullsmatting.co.uk. We will then come back to you with a revised carriage charge.

Personal Details

We will keep your personal details strictly confidential to ourselves. We will not sell or release your name or details to any third party or other web site. We may occasionally send you a promotional email.

Returns Policy

Paulls Matting will accept the return of part or whole orders (except special orders*) within 14 days of receipt. The goods need to be returned to us in the same saleable condition as despatched. Within 14 days of receipt we will refund the full amount of any undamaged and resalable goods including the cost of any carriage sending the goods to you. You must notify us in writing by email or letter prior to making a return. You are responsible for arranging and paying the cost of the return carriage.

*Note regarding special orders - Where goods have been ordered explicitly to a customer's specification, colour etc. or pieces cut to size we are unable to accept a return unless the mistake is ours or the goods are damaged.

Damaged Goods

Important If you are requested by our carrier to sign for goods on delivery please check the condition of the goods before signing, and if damaged mark the docket accordingly. We cannot accept the return of goods which have been damaged in transit and signed as accepted.

Please notify us of any damaged goods within 14 days of receipt by phone on 01935 822204 or email at sales@paullsmatting.co.uk. We will arrange for the damaged goods to be collected by our carrier and either replace the damaged goods or if you wish, offer a refund in full including your return carriage costs.

What Happens If I Cancel My Order?

If for any reason you wish to cancel your order contact us immediately by phone on 01935 822204 or email at sales@paullsmatting.co.uk. If the goods have already been despatched you will need to arrange for the return back to us at your cost. If the goods are returned to us within 14 days of purchase we will refund your order in full.

Please note that if the goods are cut to size or a special order we cannot accept returns unless faulty.

If the goods have not been shipped we will refund the charges in full including any shipping charges not yet incurred. We make no cancellation charge.

What if my goods arrive in a faulty or damaged condition?

If you wish to return the product we will only accept goods which arrived in a faulty condition that are returned within 14 days of receipt. Please contact us by email at sales@paullsmatting.co.uk or by phone on 01935 822204 and we will arrange return carriage. When the goods have been returned and providing we agree they are faulty we will either send a replacement or refund the full cost of the goods including any outward carriage at your option.

What if my goods develop a fault after 14 days from receipt?

Our goods are of good merchantable quality. If a fault develops within a reasonable period of time please contact us. We may ask you to return the goods. You are responsible for arranging for and paying the cost of the return carriage.

If on receipt we agree the goods are faulty we will give you the option of replacement or a refund including the original carriage costs.

Warranties

Unless stated there are no specific warranties on coir products. If you believe the product has not performed to expectations please contact us and we will endeavour to resolve the problem. This does not affect your statutory rights as a consumer.

Pledge

In addition to our Terms & Conditions - we offer you this pledge:

  • We will provide you with a personal and friendly service.
  • Every transaction will be carried out in a fair manner - If you are dissatisfied in any way with your purchase we will give you a full refund on the goods providing they are returned to us in saleable condition within 14 days*.
  • We will also refund the carriage costs if we are at fault.

*Note regarding special orders - Where goods have been ordered explicitly to a customer's specification, colour etc. or pieces cut to size we are unable to accept a return unless the mistake is ours or the goods are damaged.