FAQs

When are you open?

Six days a week:  Monday to Saturday,  9.30am -5.30pm.  We are open all regular trading days plus Saturdays.

What sort of yoga mat should I choose?

For specific queries about products, check the product pages in the shop.  If you can’t find an answer there, or you have any other questions for our Customer Service Team, please email help@yogamatters.com or give us a call on& +44 20 88 88 85 88 and we’ll answer you as soon as possible.

Is it cheaper to order online?

No - our prices are the same online, offline and in our store.   There are some offers that are only available on our website, however, and online vouchers and codes can only be used on the web.  The website is the quickest and easiest way to place you order though!

How do I know when my order will be sent?

We aim to process all orders within one working day of receiving them; orders placed in the morning usually get dispatched on the same day.  Please see about delivery  for more information.

When can I expect my items to arrive?

If you select our standard service, goods will usually arrive within 2-4 working days.  There are also options available at the checkout for faster services, such as guaranteed next day delivery.  Please see about delivery  for more information.

What if my order doesn’t arrive?

You can track most orders online using the tracking number sent to you by email when your order is shipped.  To retrieve your order details, including tracking information, follow the  where’s my stuff? link at the bottom of any page of the website.   Please see about delivery  for more information.

What happens if I’m out when the delivery is attempted?

Usually, you will be left a card by the delivery service, so you can collect the item or contact them to arrange re-delivery.  Please see about delivery  for more information.

What is a backorder?

A backorder is an order in our system of any products that are currently out of stock, that we expect to ship to you at a later date.

When will I be charged for items placed on backorder?

We do not charge for backorders until they are ready to send to you.

What methods of payment do you accept?
We accept Visa, Mastercard, Maestro and debit cards.  We use a secure online payment system and you can also fax, post or ‘phone your card details to us.  You can transfer payment directly into our bank account.  If you come to visit us you can pay by cheque or cash too.

Can I return goods if I change my mind?

Yes, under our ‘No quibbles’ guarantee, you can return most items for exchange or refund within 30 days.  Please see our Terrms & conditions  for more information.

Can I come and shop in person?

Yes, we always like to see visitors at our warehouse/shop in North London.  We’re open Monday to Saturday 9.30 - 5.30.  Find directions here .

What is VAT?

VAT stands for Value Added Tax, which is a compulsory charge on most goods sold by us (not including books and some food products) within the European Union (EU).  That includes the UK!    If you live outside the EU, this tax will be automatically deducted.

I have a VAT number, how do I avoid being charged for VAT?

If you live in the UK, we are required by law to charge you VAT, but if you are outside the UK and have an EU Tax Registration number, enter it in the relevant box at checkout, and the taxes will automatically be taken off what you have in your shopping basket.

Do you offer wholesale discounts?

Oh yes!  Many yoga teachers, yoga centres and organisations purchase from us at excellent bulk rates.  Please see wholesale information .

We are a registered charity, can you knock off the VAT?

We still have to charge you VAT.

We are a registered charity, can you give us extra discount?

Yes - we may be able to give an extra 10% discount.  This will depend on what you are ordering and what discount you are already receiving.  Please contact our Customer Services team . 

Is it safe to buy online?

Yes, it’s very safe to buy online from us. We are an accredited retailer with ISIS, the Internet Shopping is Safe scheme , and we subscribe to the Safebuy web code of practice .   Our checkout process is secured by Thawte . Read more about security here.

How do I make a complaint?

We aim to keep all our customers happy, and try very hard to make sure you don’t have cause for complaint. However, if you are unhappy with any aspect of our service, please call us on +44 20 88 88 85 88 or email help@yogamatters.com and we’ll try to resolve matters as quickly as we can. 

Do teachers get discounts?

Yes, teachers and trainee teachers are entitled to 10% discount.  Please give us a call to set up your account.  Please see **link to info about wholesale*** for more information.

What currencies can I pay in?

You can choose to pay in Euros or Sterling by using the € - £ link at the top right of any product page, and you will be charged in the relevant currency.  You can also choose to see prices displayed in many other currencies - but these ratea are indicative only and you will be charged in either sterling GBP or Euros.

I have a question that is not answered here, will you answer it?

Of course! Just email help@yogamatters.com or give us a call on +44 20 8888 8588.