Delivery & Returns

Free delivery in 2 - 3 working days

(£5 for Next Day)

 
Delivery Information

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

Standard Delivery (2 - 3 working days): 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.)

 

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

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 please contact our team of product experts here and they will advise you what to do next.

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

Please refer to Our Guarantee & Faulty Product section of our Terms and Conditions if you need further information.

Returning an Unwanted Product

We hope you are delighted with your product from Mathmos. However if for any reason you are not satisfied with your product please contact us within 14 days of receipt and we will be happy to start processing a refund. Once you have notified us, you have a further 14 days in which to send the product back to Mathmos. You will need to pay the return shipping costs yourself. All returns must be in their original packaging, unused and securely packaged. Please follow this 5 step process;

1. Contact Us

You must contact us within 14 days. You can either fill out our online cancellation form, e-mail us at internetuk@mathmos.com, call us on 01202 620114 or write to us at: Mathmos, Unit 4 Holton Road, Holton Heath Trading Park, Poole, Dorset, BH16 6LG. You must let us know your name, the products for return, the dates of order and receipt, the invoice number and your email address. 

NB. Do not return your item to us without contacting us first. 

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 up in its original packaging and place the returns form in the package. All returns must be in the condition in which they were received; unused, undamaged and returned with any labels still attached in the original packaging. If you have damaged any of the internal packaging then be sure to replace this with suitable materials such as strong cardboard and bubble-wrap so the product arrives in a like-new condition.  Remember lava lamps are made of glass so must be packed very securely. Also remember to let your lava lamp cool for at least 24 hours prior to moving it. 

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.

5. Refund Processed by Mathmos 

All refunds will be processed within 14 days of the item being received at our factory. If you have not received your refund in this time, please contact us here with tracking information for the return so we can investigate.

NB. Unfortunately we are only able to refund items brought directly from Mathmos. Mathmos products purchased from other retailers should be returned with them directly. 

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

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