Delivery

1. Free Delivery
Free delivery for orders over $30

2. Our delivery process:
Please ensure your delivery details are correct.

We will email you once your order has been dispatched, we use a signature service for many orders so it is important to ensure someone is there to collect the order. If this is not possible, we recommend that you have your order delivered to an alternative delivery address (such as your work, a friend or neighbour's house). We cannot deliver to PO boxes or parcel depot addresses. Deliveries to hotel addresses are at your own risk so please always include your room number and check-in date. We are not responsible for packages lost after being signed for by hotel staff. Please note that the delivery times listed are only a guide and are not guaranteed. We are sure you are aware that nothing is 100% certain (especially when roads are involved) and there are rare occasions when this is not the case with next day delivery services. However, generally there will be no problems and your order will be delivered as planned. Most of our courier services offer a 'forecast' service. This is a text message sent to you on the morning of the delivery day outlining your delivery window, sent directly to your mobile phone. To access this service, please ensure you enter your mobile number, including country code, when placing your order.

For added convenience, most carriers offer an in-flight delivery option, which allows customers to modify delivery preferences before delivery. The in-flight options available vary by carrier. Here are some examples:

Real-time parcel tracking with live driver map
Hold while I'm on holiday
Pick up from warehouse or local collection store
Change delivery date
Change delivery address*
Specify a safe place*
Leave with neighbours*
No signature required*
*It is important to note that selecting any of these options may void any claim for compensation in the event of a lost parcel. We highlight this to ensure that our delivery procedures and associated risks are clear and transparent.

If all items in your order are in stock, we will aim to dispatch within 3-5 days. If they are out of stock, we will dispatch the existing items and cancel the remaining items. We will notify you by email if this happens.

Important general advice:
International deliveries outside the EU may require customs clearance. These charges may include import duties, handling fees, local taxes and other fees. We are not responsible for these charges or any delays caused by customs or other government agencies. Failure to pay these charges will mean that your package will be returned to the UK. If this happens, your original shipping costs plus any other relevant return costs will be forfeited. If the return costs are higher than the order value, the full cost of the order will be forfeited. Please ensure you understand the processes and charges that may apply to shipping to your country.

4. Damaged, Incomplete or Undelivered Orders:
My order was damaged in transit, what do I do?
We do our best to pack every order thoroughly and carefully, but sometimes packages do arrive damaged. In this case, please sign for the package as "Damaged" and take clear photos before opening the package to inspect the contents. If you find that the contents of your package are damaged or missing, please call us within 5 business days so that we can file a claim with the courier. We need photos to process your claim. Although we may still file a claim after this time, the courier may refuse. If you sign for a damaged package without noting that it is damaged, you accept the delivery and we will not be responsible for any goods damaged or lost in transit.

One or more items are missing from my delivery, what do I do?
First, make sure your package is not damaged when you receive it. If it is damaged, please follow the steps above.

Our warehouse team will usually wrap your items in blankets and place them between mats to ensure they are protected during transit, so please make sure you open each package and remove all items from the box. If you discover that an item is missing, please email us as soon as possible to let us know and we will aim to find it for you immediately. The only reason we cannot resend an item that is missing from an order is if the item is out of stock.

Some items are shipped directly from the supplier.

Some of the items we sell are shipped directly from the supplier to you. If this is the case, you will receive 2 or more copies of your order. All products that are shipped separately will be clearly noted on our website. If you receive an incomplete order, please check your order to see if it contains one of these items.

Unfortunately, sometimes our stock is not what we think it is.

We work closely with our warehouse team to make sure we have the right stock. But sometimes things go wrong and an item we thought was in stock is not actually on the shelf. If we have the wrong stock when picking your order, we will usually ship the item that is in stock and cancel the out of stock item. In this case, you will be notified by email the next day and will be refunded in full for the out of stock item. If you would like to place a new order, we will also contact you when the item is back in stock. We apologize in advance if this happens to your order.

I have been waiting for my order and it has not arrived yet, what should I do?
We do our best to dispatch your order promptly. Sometimes, due to unforeseen reasons, such as a breakdown in the delivery truck or bad weather, deliveries are delayed. If you have a tracking number for your order, check online for any updates sent directly by our couriers. You can find this information in your dispatch email confirmation.

In the rare case that a package is lost, it is usually a case of the courier misplacing or delivering the wrong item and it arrives a few days later. For all couriers, investigations take 5 working days. If you still haven't received your order after receiving the dispatch confirmation email, please contact us so we can investigate. We need to allow the courier time to deliver your order, so depending on your location and delivery method, please use the form below to help you decide when to contact us. While we may still be able to track your item after the stated time, we will not consider claims for items that are lost or not delivered after the stated period.

My package hasn't arrived, what should I do?
Sometimes orders are returned as undeliverable. Orders may be returned for one of the following reasons.

Wrong Address

Packages are usually returned to us by the carrier or to an unintended recipient if the address is incorrect, out of date, or rejected because it's a PO Box or parcel station. We can't change the address after the package has left us. Please check the address carefully when placing your order. If your package is returned to us, we will refund the order minus the shipping costs and send you an email to notify you. You will need to place a new order online.

Failed Delivery

Most carriers make multiple attempts to deliver your package. If they find that they can't successfully deliver your package, it may be returned to us or held at a local warehouse so you can arrange to collect it. If the package is not collected, it will be returned to us. If this happens, your order will be refunded minus the shipping costs and an email will be sent to notify you. You will need to place a new order online.

Rejected by the Recipient

When ordering a gift that is sent directly to the recipient, make sure the recipient is aware. The recipient may refuse to accept the package if they believe it was sent to them in error. If this happens, your order will be refunded minus the shipping costs and an email will be sent to notify you. You will need to place a new order online.

Unpaid Duties

International deliveries outside the UK may be subject to customs clearance. These charges may include import duties, handling fees, local taxes and other fees. Yogamatters is not responsible for these charges or any delays caused by customs or other government agencies. Failure to pay these charges will mean your package will be returned to the UK. Please ensure you understand the process and charges that may apply to shipping a package to your country. If this happens, your original shipping costs and any other associated return costs will be forfeited. If the return costs are higher than the value of the order, the full cost of the order will be forfeited.

Illegible Address

In rare cases, the address label may become illegible during shipping. If this happens, the carrier will return the package to us. In this case, we will re-ship it free of charge.

Damage in Shipping

If a package is severely damaged in transit, the carrier may return it without attempting to deliver it. In this case we will repack and reship free of charge.