FAQ
1. Orders & Payments
Which payment methods do you accept? We offer a variety of payment options for your convenience. You may complete your purchase using major credit and debit cards, including Visa, Mastercard, and American Express. Furthermore, we support digital solutions such as Apple Pay, Google Pay, and various established electronic wallets. All transactions are processed through encrypted industry-standard protocols to maintain the integrity of your personal information.
When will I be charged for my order? Payment is authorised and captured at the time the order is placed. Once the transaction is successful, you will receive an automated order confirmation via the email address provided during checkout.
2. Shipping & Delivery
Which regions do you ship to and which couriers do you use? The Ingress Mat Company Ltd serves customers across Europe and the United States. To maintain a reliable delivery standard, we partner with premium logistics providers, including DHL, FedEx, and UPS Priority services.
What are the expected handling and transit times?
- Order Processing: 1–3 working days.
- Transit Time: 3–10 working days.
How can I track the progress of my delivery? Transparency is a priority for our operations. We have implemented an automated notification system that contacts you at key milestones: when your order is dispatched, when it reaches the logistics hub, and when it is out for local delivery. These updates will be sent to your registered email address and will include a tracking number for your reference.
What happens if my order is delayed? Should your package exceed the standard delivery window, please contact our support team. We will initiate a formal investigation with the respective carrier. Depending on the outcome of the inquiry, we will provide a full reimbursement or arrange for a replacement to be dispatched at no additional cost.
3. Returns & Refunds
What is your return policy for European customers? In accordance with European consumer protection regulations, customers residing within the European Union and the United Kingdom have a 14-day Right of Withdrawal. You may cancel your contract and return your item for any reason within 14 days of receipt. To exercise this right, the items must remain in their original, unused condition.
What should I do if my item arrives damaged or faulty? We maintain rigorous quality oversight; however, if an item is found to be defective or damaged upon arrival, please notify our after-sales team via email. You are required to provide photographic evidence of the issue. Once verified, we will issue a full refund or a replacement immediately. In such instances, there is no requirement for you to return the damaged goods to our warehouse.
How long do refunds take to process? Approved refunds are credited back to the original payment method. While we initiate the transfer promptly, the time taken for the funds to appear in your account depends on your financial institution’s processing times.
4. Contact Information
If you have further enquiries regarding our products or your order, please reach out to our administration office:
- Brand Name: ingressmatco
- Registered Company: The Ingress Mat Company Ltd
- Customer Support Email: doormat@ingressmatco.com
- Telephone: +44 7901 689453
- Registered Office & Warehouse Address: 27 Victoria Street, Liverpool, L1 6BS, United Kingdom