FAQs

 

1. General

 
Where can I buy Yogamatters products?
 
The full range of Yogamatters products is available from us directly at www.yogamatters.com. We ship worldwide and have been doing so since 1999, so you can place your confidence in us! We also sell some of our range on Amazon and eBay.
 
How do I open an account with Yogamatters?
 
Simply click on Register on the top right of this page. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Let us say - Welcome to Yogamatters!
 
I have forgotten my password - what should I do?
 
The quickest way to retrieve your password is online. Simply go to the Forgotten Password page and enter your email address. We will send you a link to reset your password.
 
Do I need to open an account to place an order online?
 
No you don’t. You can place an order as normal and checkout as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses so that you will not need to fill them out each time you order with us.
 
I have a query regarding my Yogamatters order and/or account. Who should I speak to?
 
For all enquiries, please get in touch with our helpful Customer Service team. You can either call during our opening hours or drop us an email. We are here to help from 9am to 5pm, Monday to Friday (not including Bank Holidays).
 
 

2. Orders

 
Does Yogamatters ship to multiple addresses?
 
We ship to one address per order, so if you need to send to multiple addresses, please place a separate order per address. Shipping charges will apply to each order.
 
What packaging will my order be shipped in?
 
We will use either PVC mailers or cardboard boxes depending on your items. We try and reuse packaging as much as possible, so if you receive a box labelled as 20 blocks when you’ve ordered some blankets, don’t panic! Just open it up and you will find your items inside.
 
I ordered an item from the sale but you have sold out. Can I put it on back order?
 
Please note sale stock is limited and cannot be back ordered. Sometimes products which are out of stock can pass through the checkout. In this case, all the out of stock items will be cancelled from your order and refunded via the same payment method used. We will endeavour to get in touch via email as soon as possible to advise if anything on your order has been cancelled due to availability. Unfortunately, we are unable to offer alternatives.
 
 

3. Delivery

 
How long will delivery take?
 
Delivery will vary from 1 working day to 10 depending on the delivery country as well as the service you select. For more information, please view our Delivery & Shipping page.
 
What happens if my order gets stuck in customs?
 
If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.
 
 
 

4. Returns

 
What is Yogamatters refund policy?
 
We will refund any item within 30 days of purchase. All we ask is that the goods are returned in their original condition. This means clothing must have hangtags still attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return. Some items are non-returnable; please see below for a full list of these items.
 
Any rejected returns cannot be reshipped and will be destroyed upon receipt.
Please contact us if you are unsure about our returns process.
 
You can find more information on our Orders & Returns page.
 
 
Why won’t you accept my return?
 
On occasion we may have to reject a return. Below are some of the most common reasons for this happening:
 
  • It has gone past 30 days from date of purchase – our returns policy only extends to 30 days
  • It has been returned with damaged packaging – we are unable to accept a return with incomplete/damaged original packaging
  • It has been returned in an unhygienic condition – for Health & Safety, our staff are unable to handle returns that are contaminated
  • It is an item that cannot be returned – some items are exempt from return, please see below for full list
 
What items cannot be returned?
 
We will normally accept an item back for return if it is brand new, within 30 days of the purchase date, undamaged and still in its original packaging. There are a few exceptions and these are listed below:

  • CDs/DVDs
  • Earrings
  • Headbands
  • Body care items such as creams/lotions/oils/soaps/lip balms etc.
  • Tongue scrapers
  • Neti pots/nasal catheters
  • Personalised products
 
What happens when I've lost my returns label?
 
Just drop us an email and we can email another over to you.
 
 
 

5. Payment

 
Which payment methods does Yogamatters accept?
 
We accept payments by PayPal, Yogamatters gift cards and the following cards: Visa, Mastercard, Maestro and American Express.
 
When will I be charged for my order?
 
All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.
 
What currencies can I pay in?
 
We accept GBP or EUR. You will be able to change the currency by clicking on the flag on the top left of any page and choosing the relevant currency.
 
 

6. Gift cards

 
Do gift cards have an expiry date?
 
Our gift cards are valid for one year from the date they were issued. Any unused amount will remain available to be redeemed until the expiry date.
 
How do I find out the balance on my gift card?
 
If you have opted to store the gift card on your account, simply log in and click on Gift Card to see how much is available. Alternatively, you can find out by entering your gift card code here.
 
When can I use a gift card?
 
You can apply a gift card to any purchase online, except for gift cards!
 
I've forgotten to use my gift card in my order, can you add it for me?
 
No, we are unable to apply gift cards to past purchases.
 
 

7. Discounts

 
Where do I apply a discount code?
 
You can apply your discount code on your basket page. Please remember to do this before going through the checkout process.
 
Can I apply a discount code to a past purchase?
 
No, we are unable to apply promotional codes and discounts to past purchases.
 
I am a qualified yoga teacher, can I have a discount?
 
Yes, yoga teachers and trainee teachers qualify for generous discounts, regardless of how much you spend or the number of items in your order.  We understand that sometimes you’ll need a large box of stock and at other times, you’ll just need one mat. Just go to Register on the top right of this page, then email us your teacher certificate and we’ll set the account to the correct discount level for you. Please note, your teacher discount cannot be used on top of our wholesale goods discount or any items that are already discounted.
 
Do you offer wholesale discounts?
 
Oh yes! We aim to offer you the best prices for all your yoga kit.  For excellent value mats and props, you can bulk buy boxes directly from the wholesale section of our site. You’ll find the wholesale section under the relevant section on our website. For further information, please see our Wholesale Orders page.  We can also provide you with quotes valid for 30 days for specific orders.
 
 
 

8. VAT

 
Can I claim VAT back on my purchase made online?
 
If you have already placed your order, we will be unable to retroactively refund you the VAT. You will need to claim this back via your normal end of year tax return.
 
I have a VAT number. How do I avoid being charged for VAT?
 
If you live in the UK (not including the Channel Islands), we are required by law to charge you VAT, but if you are outside the UK, have a business and have an EU Tax Registration number, we can set up your account so that VAT is automatically taken off the prices you see and the prices you are charged.  Please register with us first and then email our Customer Service team with your VAT number before placing your order.  We will change your account details to include your VAT number. We are unable to retroactively apply your VAT number to despatched orders, so please get in touch with us first.
 
 
 
9. Services
 
 
Can I personalise a mat with my studio logo?
 
We do offer bespoke services such as mat/towel logo branding and eyeletting mats. Please get in touch with our Customer Service team to discuss your requirements.
 
Is there a charge for personalisation?
 
Yes, the charge depends on the service. Please get in touch with our Customer Service team to discuss your requirements.
 
Does it take longer to receive personalised items?
 
As this is an added service, orders with personalisation will take longer than normal to be despatched. All orders are different, so we are unable to suggest a timeframe without knowing your requirements.  Please get in touch with our Customer Service team to discuss your requirements.
 
Can I return my personalised product?
 
All personalised products will have been made to your specification. In these instances, we are unable to offer a refund for any products with personalisation. Of course, this does not affect your statutory rights.
 
 

10. Other

 
I would like to supply goods to Yogamatters. How do I contact the Buying department?
 
We are always looking to expand our product range and would love to hear from you. Please send us an email to our Purchasing team with some images, a description about your product and pricing indication for us to review.
 
How do I approach Yogamatters regarding a charitable donation or sponsorship?
 
Please email our marketing team who will review the request. We receive many charity and sponsorship requests and although we wish we could assist every single one, unfortunately it’s just not possible. Yogamatters is actively involved in helping charitable causes where we can so do keep a lookout on our website and social media channels for our latest activity.
 
How do I unsubscribe from your newsletters?
 
Simply click on the unsubscribe link in the footer of an email you receive, alternatively you can email our marketing team who will manually remove your email address from the Yogamatters mailing list.

How do I apply for a job at Yogamatters?
 
Firstly, thank you for your interest! We have a dedicated page where we advertise any of our vacancies, just go to Work With Us in the footer section. We’re always looking for talented individuals to join our growing team. If you think you would be a great asset to our team, please email us with why you would love to work for Yogamatters.
 
I have a question that is not answered here. Will you answer it?
 
Of course! Please call us on 020 8888 8588 or email help@yogamatters.com. We are here to help, Monday to Friday, 9am to 5pm.