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Email your questions and queries to us at email@example.com and we will look forward to answer a selection each month.
When can I receive my online order, and what is the European country shipping cost?
Within UK: 3-5 business days delivery for order released & payment completed before 10:00 am GMT.
Other European countries outside UK: 2-7 business days (depending on country). Shipping costs and options will be available for checking when checkout. If you would like to know more about shipping or your delivery country is not listed in our Shipping Information please contact us at firstname.lastname@example.org
What if I'm not home for my parcel?
Please leave us a note during checkout if you have special requirement for delivery, i.e. "leave at front door or to my neighbour Bob at no 123 if I am out". Our courier will deliver the parcel Monday - Friday 8.30am - 5pm and leave a calling card with the depot's number for you to arrange a redelivery if you have missed to receive the parcel for the first attempt. If you do not call, the courier will automatically try to deliver again within 3 days. If you are out again at the time of redelivery the parcel will be returned to us as undeliverable.
How do I prevent by missing to receive my parcel?
We suggest you to:
a. use a delivery address where there will ALWAYS be someone during the day;
b. leave us a daytime delivery address in the box where indicated "please leave a note to us with your order if you want to" during checkout.
What if no one’s in to receive the parcel, can you leave my parcel outside of the door?
We can accept to ‘leave at another flat’ or ‘another person’ but not somewhere with no one to sign the parcel. If there’s no one in to receive the parcel, our courier will leave a miss-delivery note (calling card) for you to contact and re-arrange a time to suit your schedule.
Do I get pay for the re-delivery?
We reserve the right to recharge for delivery at cost or in the event you wish to have a refund, to refund you less the actual amount paid by us for carriage (note for all but small items this is likely to be more than we charged you for carriage on your invoice).
What is the “cooling off” period?
You may cancel your order of purchase at any time within 7 working days after the day you received the relevant goods. See Return Policy.
If you cancel an order, you must inform us in writing within 7 working days from the date you received the goods. you must return the goods at your cost to our designated address within 14 working days from the date you received the goods, in the same condition in which you received them. On this basis, goods returned will be full refunded (excluding the cost of sending the goods to you and cost of special packaging if apply).
If you cancel an order on this basis and you do not return the goods to us, we may recover the order and charge you for the costs we incur in doing so. Similarly, if you return the goods at our expense, we may pass the expense onto you.
Where can I return the goods to?
Please remark “agoy return goods: order no. xxx” on top of the parcel and return it to our designated return address as follow:
Attn: Snow Owl Logistics Ltd.
Unit 5 Trade City, Hayes Road, Hayes, UB2 5XJ
When can I get a refund for my cancellations?
If you cancel an order and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase unless otherwise specified. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your valid notice of cancellation and returned goods (upon good condition).
When is time for a new mat?
agoy mats are very durable, however no mat will last forever. You will know when it's time for a new mat when your old mat just doesn't have the grip it used to, when it starts peeling off and you leave a trail wherever you go, when it smells and no amount of washing changes that. Or maybe it's just time to get a new one when you spy a great new colour!
What to do with my old yoga mat?
You can be creative as you like with this one! Contact your local homeless shelter; your favourite old mat could bring so much comfort to another person's life. Maybe donate it to a local yoga charity, use it as a non-slip surface at home between rugs and wooden floorboards, as protection under pot plants. The possibilities are endless - let us know if you come up with a good one, we'd love to hear from you.