Delivery Information - UK ONLY
(it is not possible to buy from this website outside the UK, see below)
If buying from this website free delivery from our factory to your door is included in the price of your product for standard delivery. Standard delivery is approximately 5 working days from placing your order. Please select a heading below for further information.
If you are a Trade customer or looking for a Trade reseller click here.
Returns Advice
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▼ Faulty Product
If you believe your product to be faulty, please firstly refer to the Frequently Asked Questions on our website on the relevant product page. If this does not solve your issue please contact our customer service team straight away. Do not return your item without contacting us first and waiting until we advise you further.
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▼ Returning an Unwanted Product
If you would like to return your product for any other reason, we are happy to accept returns within 14 days of your order being delivered. Once you have notified us, you have 14 days in which to send the product back to Mathmos and you will need to pay the return shipping costs. For more information on cancelling your order, please see our Terms and Conditions.
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Do not return your item without contacting us first. Please contact us within 14 days of your order being delivered by:
a. Filling out our online cancellation form.
OR
b. e-mailing us at internetuk@mathmos.com, telephoning us on 01202 620 114 or writing 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.
- Fill out the details on your Returns Advice Form (on the reverse side of your dispatch note, or print again here), then pack your product up in its original packaging and place this form in the package. Let your lava lamp cool for at least 24 hours prior to moving it and if not all the original packaging is available, use suitable materials such as strong cardboard and bubble-wrap so the product arrives in a like-new condition. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
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Send your product back to us. 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.
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.
Collect Plus (UK only) - Affix the address label to the outside of the package then Return items to us using Collect Plus by clicking here. This link will allow you to pay £6.29 be 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.
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Full Lamps and Bottles
We deliver with Parcelforce direct to your home or work place. We ask you to ensure that you give a delivery address where goods can be signed for during the working day. If no one is available at the delivery address to accept your delivery a card will be left and it will be taken to the nearest post office for collection.
* Deliveries can not be Guaranteed for delivery on Saturday or Sunday. Orders placed by 1pm on Friday will be delivered on Monday. Orders placed on Saturday or Sunday will be delivered on Tuesday.
Accessories and bulbs (Under £25)
N.b. This Service is not tracked.
CONTINENTAL EUROPE:
We are currently unable to ship outside the UK from this website. Please see here for the list of customers in continental Europe who stock our products. Trade customers contact us here.
USA & CANADA:
We are currently unable to deliver to individuals in the USA and Canada. Please contact us here for trade enquiries.
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.
We ask that you include a valid email address and UK mobile number when placing your 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 on line on the Parcelforce web site.
If you have supplied a valid UK mobile number, on the date of delivery you will receive a text message from Parcelforce advising you of your delivery window. If you will not be in, you will be able to select the following options:
If you do not reply to this, a card will be left and you can take this to your local post office along with some identification to collect your package.