Delivery & Returns

Free delivery in 2 - 3 working days

(£5 for Next Day)

  1.  ▼ Delivery & Tracking

    Please give a delivery address where goods can be signed for during the working day. 

    Standard Delivery (2 - 3 working days Parcelforce): Free

    • Full lamps and bottles are sent with Parcelforce, see below for tracking info.
    • Small accessories like bulbs (orders under £25) are sent with first class Royal Mail. This service is untracked.

    Next Day Delivery: £5

    Guaranteed next day delivery by Parcelforce for orders placed before 1pm Monday - Thursday. See below for tracking info.

    Deliveries cannot be guaranteed for delivery on Saturday or Sunday so orders placed by 1pm on Friday will be delivered on Monday. Orders placed on Saturday or Sunday will be delivered on Tuesday.

    What Happens If I am Not In?

    If you have given us a UK mobile number, on the date of delivery you will receive a text message from Parcelforce advising you of your delivery window. If no one will be in, you can choose to leave your order with a neighbor, collect it from the local post office or you can reschedule the delivery. If you don't reply to the text a card will be left and you can take this to your local Post Office along with some identification to collect your package.

    Track your Parcelforce Order

    On the day of dispatch you will receive an email and an SMS from Parcelforce advising you of your tracking number and will be able to track your order here

    (This will not happen unless you have included a valid email address and UK mobile number when placing your order.)

     

  2.  ▼ Shipping outside the UK

    CONTINENTAL EUROPE

    Please visit the relevant country website by selecting your country from the dropdown menu at the top of the page. We are currently unable to deliver to individuals in Greece, Norway and Cyprus.

    USA & CANADA

    We are currently unable to deliver to individuals in the USA and Canada.

    ASIA

    We are currently unable to deliver to individuals in Asia.

    NB. Some of our products are available here for delivery to China and Hong Kong.

    INTERNATIONAL BUSINESS / TRADE ENQUIRIES

    Please email export@mathmos.com for these types of enquiries.


Gold Star Customer Service

  1.  ▼ 2 Year Shop Direct Guarantee

    For your peace of mind products purchased exclusively via Mathmos.com are guaranteed against manufacturing defects for a period of 2 years from the date of purchase. If a manufacturing defect is found, we will be happy to repair or replace your product, including all delivery charges. Items purchased through other retailers are guaranteed against manufacturing defects for a period of 1 year from the date of purchase.

    A manufacturing defect is defined as any fault in the product’s materials or workmanship, which is present at the time of receipt. Damages caused as a result of the following conditions are not classed as manufacturing defects, and will not be covered by our guarantee:

    - Bulbs over 1 year old

    - Accidental damage

    - Acceptable (normal) wear and tear

    - Damage caused by abuse or negligence

    We will not guarantee products which have not been used or maintained in accordance with the instructions eg;

    - Lava lamp bottles that have been moved whilst hot.

    - Products which have been modified or repaired by anyone other than Mathmos

     - Products purchased as pre-owned, refurbished or sold as seen

  2.  ▼ Faulty Product

    Mathmos prides itself on high quality product that has passed all the relevant safety and quality standards. However if you think there is something wrong with one of our products please follow this 2 step process;

    1. Visit the F.A.Q. (Frequently Asked Questions) tab on the relevant product page. It may well be that your issue is solved here.

    2. If this does not solve your problem and if your product is within the 2 year guarantee period (Mathmos.com customers only), please contact our team of product experts here and they will advise you what to do next. To ensure that we are able to deal with your enquiry as efficiently as possible please include: your order number, a picture of the product showing the problem, a description of the problem and the date you noticed the problem. 

    NB. Please do not return your product without contacting us first and waiting until we advise you further.

  3.  ▼ 30 Day Returns / Extended Christmas Returns

    We hope you are delighted with your product from Mathmos. However if for any reason you are not satisfied with your product you have 30 days to return it to us and we will be happy to process a refund. During the Christmas season products dispatched by Mathmos.com from 1st November to 25th December may be returned to us until 31st January.

    You will need to pay the return shipping costs yourself unless you purchased from Mathmos.com using your PayPal account then you are eligible for PayPal's "Return Shipping On Us" service, see below. All returns must be in resalable condition (in their original packaging, unused and securely packaged).

    Please follow Mathmos' 5 Step Returns Procedure;

    1. Contact Us

    You must contact us before returning your product; let us know your name, the product for return, the order number and your email address. You can use one of these ways of contacting us;

    - Online Cancellation Form

    internetuk@mathmos.com 

    - 01202 620114

    2. Fill Out The Returns Advice Form

    You will find this on the reverse side of your dispatch note, or print again here. Make sure you fill out all the details clearly.

    3. Pack The Product Securely

    Pack your product securely and make sure you place the returns form in the package.

    - Allow your lava lamp cool for at least 24 hours before packing it (if you have turned it on to see the colour).

    - Use as much as possible of the original packaging.

    - If parts of the internal packaging are damaged use appropriate packing materials such as strong cardboard and bubble-wrap to ensure the product arrives in a like-new condition.

    - Protect the plug pins with suitable material such as bubble wrap or newspaper.

    - Protective material should be wrapped around the base and cap to protect them from scratching, the lead can then be wrapped around the outside of the base.

    - Remember lava lamps are made of glass so must be packed very securely. 

    NB. All returns must arrive at Mathmos in the condition in which they were received; unused, undamaged and returned in the original packaging. If the product is not returned to us in fully resalable condition, we reserve the right to refuse or reduce the refund on the item.

    4. Send Your Product Back

    Mathmos does not accept responsibility for goods which are lost or damaged in transit, so we recommend you pack your items securely and keep your proof of postage.

    You can use either;

    Post Office - Affix the address label at the bottom of the Returns Advice Form to the outside of your package, take it to the Post Office and send to us. This is not a pre-paid label so you will need to pay return postage. Please retain your proof of postage.

    OR

    Collect Plus (UK only) - Affix the address label to the outside of the package then return the products to us using Collect Plus by clicking here. This link will allow you to pay £6.29 by PayPal or card (for a 2-5kg parcel) and print a PDF label to attach to the outside of the package. When it's dropped off at any of the Collect+ locations a receipt will be issued as proof-of-postage and you will be given a tracking code to follow it online.

    If you purchased from Mathmos.com using your PayPal account then you are eligible for PayPal's "Return Shipping on Us" service, see below.

    5. Refund Processed by Mathmos 

    All refunds will be processed within 2 weeks of the item being received at our factory; most will be processed in 3 - 5 days. If you have not received your refund within 2 weeks, please contact us at returns@mathmos.com with tracking information for the return so we can investigate.

    NB. We are only able to refund items brought directly from Mathmos. Mathmos products purchased from other retailers should be returned directly to the retailer. 

    For more information on canceling your order, please see our Terms and Conditions.

  4.  ▼ Free Returns with PayPal

    If you are returning an unwanted product to us for refund and you bought from Mathmos.com using your PayPal account you can obtain a refund for your postage from PayPal on the “Return Shipping on Us*” service if you follow this procedure;

    1. Follow Mathmos' 5 Step Returns Procedure, see "30 Day Returns" button above. Make sure you retain proof of postage.

    2. Log into your PayPal Account once you have received your Mathmos product refund.

    3. In your PayPal Account, select the transaction, and click the ‘Request return shipping refund’ link. Fill out a refund request and provide your posting receipts to the PayPal Return Shipping on Us service.

    4. Make sure you complete the claim form within 30 days of making your purchase.

    5. Remember to attach/upload your proof of postage.

    6. Submit your claim to PayPal.

    If your claim is approved by PayPal, they will send a refund of up to £15 to your PayPal account within 10 business days.


    * PayPal terms & conditions apply.

    SEE PAYPAL “RETURN SHIPPING ON US" SERVICE

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