FAQ

Ordering and payment

How do I place an order?
Choose your product and options, add it to your basket and go to checkout. You will receive an order confirmation email straight away.

Which payment methods do you accept?
Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay, Elo, Apple Pay, Google Pay and Shop Pay. See our Payment Policy.

Do your prices include VAT?
Yes. All prices include UK VAT at 20%, and delivery is free, so the price at checkout is the total you pay. A VAT invoice is available on request.

Do you offer trade or bulk pricing?
Yes. Call +44 1282 270214 or email sales@grassmatsco.co.uk with your project details and we will send a quotation. Trade account terms are available to approved business customers.

Can I change or cancel my order?
Yes, free of charge at any time before dispatch. Contact us as soon as possible, as orders placed before 14:00 on a working day usually leave the same day. See our Order Cancellation Policy.

Delivery

Is delivery free?
Yes. Delivery is free on every order to UK addresses, with no minimum spend.

Where do you deliver?
We deliver to the United Kingdom only, including Northern Ireland and the Scottish Highlands and Islands. We do not deliver to the Channel Islands, the Isle of Man, the Republic of Ireland or outside the UK.

How long does delivery take?
Orders placed before 14:00 (UK time) on a working day are dispatched the same day; later orders are dispatched the next working day. Transit takes 3 to 5 working days, so most orders arrive within 3 to 6 working days. See our Shipping Policy.

Where do you ship from?
All orders are dispatched from our warehouse in Burnley, Lancashire, UK.

How will I track my order?
You will receive an email with tracking details when your order is dispatched. Large orders sent by pallet may also be booked in with you by the carrier.

Returns and refunds

What is your returns policy?
You have 14 days from receiving your order to tell us you want to return it, and a further 14 days to send it back. There is no restocking fee. See our Returns & Refunds Policy.

Who pays for return shipping?
If an item is faulty, damaged or not what you ordered, we pay. For change-of-mind returns, you pay the actual cost of return shipping.

How do I start a return?
Email sales@grassmatsco.co.uk or call +44 1282 270214 with your order number. We will send a return authorisation and a return label, or arrange collection for large items.

When will I get my refund?
Within 5 working days of receiving your return, to your original payment method. Your bank may take a further 3 to 5 working days to show it.

Can I exchange an item?
Yes. Within 14 days of receiving your order, contact us with your order number and the item you would like instead. We send the replacement with free UK delivery once we receive the original. See our Returns & Refunds Policy.

What if my order arrives damaged?
Contact us within 48 hours of delivery where possible, with photos of the item and packaging. We will send a free replacement or give you a full refund.

Products

Which mat do I need?
Rubber grass mats suit lawns, paths, gateways and play areas where you want grass to grow through. For vehicles, plant and heavy loads, choose ground protection mats, which are rated for different loads. Call us with your project details and we will recommend the right product and quantity.

What are your mats made from?
Our rubber grass mats are made from recycled rubber. Our ground protection mats, turf reinforcement mesh and hi-vis walkway mats are made from recycled high-density polyethylene (HDPE). Each product page lists its material.

Are your mats suitable for playgrounds?
Product pages show which mats are tested to BS EN 1177 and the critical fall height they achieve. Check this against the free fall height of your play equipment. We can send the test certificate on request.

Contact

How can I contact you?
Email sales@grassmatsco.co.uk or call +44 1282 270214, Monday to Friday, 08:30 to 17:00 (UK time), excluding UK bank holidays. We aim to reply to emails within 4 working hours during opening hours.