I have a JPG logo but it's not vectorised, what can I do ?
If the logo is not supplied in vector format, we will charge an additional fee to vectorise your logo. Contact our graphics team at firstname.lastname@example.org. We provide all vectorisation once the order has been placed.
I have an idea for personalisation but I have no way of making a mock-up, can you help me ?
Natürlich, bitte senden Sie email@example.com Ihre Skizze oder Ihr Freihandmodell sowie die gewünschten Farben. Unser Grafikteam wird Ihnen das PDF-Bild zum Herunterladen zurückschicken, wenn Sie Ihre Bestellung aufgeben.
PRODUCTION AND DEADLINES
Why does it take 3 weeks for my customized mat ?
Our factory is a major player in the custom mat sector. B2C orders are amalgamated with other unitary productions in order to optimize our production chain as much as possible and therefore our lead times.
When will I receive my order ?
As soon as we receive your order, we pass it on to our workshop manager, who will add it to the production queue. Please allow 2 to 4 weeks for delivery, depending on current orders.
How can I pay ?
We offer two types of payment: online payment by credit card and payment via paypal. Our site is 100% secure for credit card payments.
When will my account be debited ?
Your order is paid for instantly or within minutes of placing it. However, the money will only be transferred to us a few days later, as it passes through a payment service provider that guarantees maximum security against data theft.
I can't pay on the site, what can I do ?
Our site is equipped with a security system to prevent fraudulent payments. If you have had problems paying for other purchases in recent days, it may be that our security system decides not to accept your card; in this case, we invite you to pay with Paypal or another card. If this is not possible, we advise you to contact your bank to resolve the problem.
What delivery methods are available ?
We use DPD for our deliveries. This ensures that your order is delivered quickly and efficiently. Deliveries can be made to your home or to a relay point.
What are the delivery times ?
Delivery takes 24 to 48 working hours after the order has been processed.
I haven't received a tracking number, is that normal ?
An email will be sent to the email address you gave when you placed your order, as soon as your order has been dispatched. To ensure that you always receive our emails, please add firstname.lastname@example.org to your list of authorised senders.
Can I track my delivery ?
Yes, you will receive a confirmation email containing a tracking number for your delivery. We also ask for a telephone number so that DPD can contact you if necessary.