FAQs

Yes, absolutely — custom sizing is our speciality. We can create bespoke sizes in our traditional hand-stitched coir doormats, PVC backed coir matting, and synthetic alternatives to coir. Whether you need an exact fit for a mat well or a specific space, we’re here to help you get the perfect size.

Yes, we do! We can create coir mats in a wide range of custom shapes — including round, triangular, and mats with cut-outs for poles, walls, or doors. For simple custom shapes, we can usually work from a sketch or diagram with clear measurements. For more complex designs involving angles or tapering, we may ask for a physical template to ensure a perfect fit.

To order a custom-shaped mat, please contact us with a rough sketch of the shape you have in mind including every measurement. It doesn’t need to be to scale or professionally done! We’ll provide you with more information on how to proceed with your order and the cost.

Unfortunately, we no longer offer logo printing or custom design services on our coir mats. All of our mats are supplied plain or cut to size without printed elements.

It depends on the type of mat you order. Standard size doormats (excluding PVC backed) and traditional hand-stitched custom coir mats should not be cut, as doing so will cause the fibres to unravel and the mat to fall apart.

If you want or need to trim a mat to fit a specific space, you should order PVC backed coir matting or one of our synthetic coir alternatives. These have a rubber backing that securely holds the fibres in place, making them easy and safe to cut with a sharp knife.

PVC backed coir matting or synthetic coir alternatives are ideal for mat wells, depending on the look you’re after. Their rubber backing allows for precise cuts, no spreading, square corners, and a clean, professional finish. These mats can also be trimmed on-site, so you can slightly oversize your order and cut it to fit perfectly once it arrives if you’re worried about measuring accurately.

You can also use our traditional hand-stitched coir mats in a mat well. However, please note that they may spread slightly over time due to the traditional coir backing, and they tend to have more rounded corners.

All measurements on our website are listed in millimetres (mm) unless otherwise stated. You must convert your measurements to millimetres before placing your order — this can be done easily using an online converter.

If we suspect you may have ordered in a different unit (e.g. centimetres or inches), we’ll try to reach out and confirm. However, we cannot be held responsible for incorrect sizes submitted in the wrong units. If you’re unsure or need advice with measurements, feel free to contact us — we’re happy to assist!

When selecting the right size for your doormat, consider these key factors:

1. Door Clearance: Ensure that the mat does not obstruct the door’s movement. The mat should be thin enough to allow the door to open and close easily without dragging across the surface.
2. Available Space: Measure the width and length of the space where you want to place the mat. Make sure you account for any surrounding features like door frames or furniture that may limit the space available for the mat.
3. Coverage Area: Think about the area you want to cover. For a small entrance, a smaller mat may suffice, while a larger mat is more appropriate for wide or double-door entrances.
4. Design Orientation: For mats with stripes or patterns, carefully consider the orientation of the design to ensure it aligns correctly with your entryway. Pay attention to both the length and width of the mat to ensure the design runs in the direction you want.

If you’re unsure, feel free to contact us, and we’ll be happy to help you choose the perfect size for your needs!

If you’ve placed an order and need to make changes, please contact us as soon as possible. We will check the status of your order to see if it has already been processed or dispatched. If your order is still in the early stages, we may be able to accommodate changes.

Please note, once custom or made-to-measure items enter production, changes may no longer be possible due to the bespoke nature of these products. It’s always best to get in touch as soon as possible, and we’ll do our best to help!

If you wish to cancel an order, please contact us as soon as possible. We can cancel your order as long as it has not yet been dispatched or production has not started. Once your order is shipped or production has begun, we are unable to cancel it, but you may return it once it arrives (subject to our return policy). For urgent cancellation requests, please call us directly at 01440 709328 for faster assistance.

For made-to-measure mats, we aim for high accuracy with a tolerance of ±3mm.

For standard size mats, we recommend allowing a tolerance of up to 10mm, though slight variations beyond this can occasionally occur due to the natural materials used and pre-made nature of the mats. If the size is critical for your space, please contact us before ordering, and we’ll be happy to measure the mat for you to confirm exact dimensions.

We accept all major credit and debit cards for online payments. You can also pay over the phone using a debit/credit card. If you prefer, you can contact us to pay via BACS. Additionally, we can send you a PayPal invoice if you’d like to pay via PayPal. For local in-store customers, we accept cash and card payments in store.

If your payment is being declined, try these steps:

1. Check that your billing postcode matches the one registered with your card.
2. Contact your card provider, as sometimes they block transactions for security reasons.
3. Ensure there are sufficient funds in your account.

If none of these resolve the issue, please contact us. We can either send our bank details for a BACS payment, arrange a payment over the phone (we use a different card provider for phone payments), or send you a PayPal invoice for payment. We’re here to help!

If you order multiple types of matting, we will dispatch your entire order once all items are ready. For example, if you order a standard-sized coir mat and a traditional hand-stitched coir mat, both will be sent together when the hand-stitched mat is ready.

If you need one of the items sooner, we recommend placing separate orders for faster delivery of the standard-sized mat. This way, you’ll receive the items as soon as they’re ready without any delays.

Due to the weight and size of our matting parcels, delivery costs vary depending on your location and additional surcharges implemented by our courier services. Here are our standard delivery prices:

• Mainland UK: £6.99
• Scottish Highlands & Islands (postcodes AB, DD, IV, PA, PH): £9.99
• Northern Ireland: £9.99
• UK Islands & Channel Islands: £13.99
• Scottish Islands (postcodes HS, KW, ZE): £13.99

Free Delivery: Orders over £100 within Mainland UK qualify for free standard delivery. Simply make sure to select this option at checkout. Sample orders qualify for free delivery using the code SAMPLE at checkout (this applies to sample orders only, not if you order a sample with another mat).

International Delivery: We can offer international delivery. For a quote, please contact us with your delivery address and country, and the size/type of matting you wish to order, and we will provide a shipping estimate based on the size and weight of the parcel.

Production times vary depending on the type of product you order:

• Custom size PVC backed or synthetic mats usually take up to 5 working days to dispatch.
• Custom size traditional backed coir mats are usually dispatched within 10 working days, though this may be extended during peak periods.
• Standard size mats and in stock items are typically dispatched within 1–2 working days.

We’ll always do our best to complete your order as quickly as possible, and you’ll receive an update once your item is booked for dispatch. If you have a specific deadline, feel free to contact us and we’ll let you know if we can meet it.

We strive to get your order to you as quickly as possible! Our dispatch times vary depending on the type of matting you’ve ordered:

• Plain standard-sized coir mats – dispatched within 2 working days.
• PVC backed coir matting & cut-to-size synthetic matting – dispatched within 5 working days.
• Traditional hand-stitched coir mats – dispatched within 10 working days. However, due to the handcrafted nature of these mats, dispatch can take up to 21 working days during peak periods.

Once dispatched, your order should arrive within 1 to 5 business days, depending on the courier company. We work with a variety of couriers based on the varying weight and size of our parcels, as different couriers have different size/weight limitations.

If you’d like a faster delivery service or need your order urgently, contact us and we’ll let you know what options are available based on your order.

If you place an order for multiple types of matting, we will dispatch your entire order together once all items are ready. For quicker delivery of individual items, we recommend placing separate orders.

If you need a more specific delivery timeframe, please don’t hesitate to contact us and we’ll provide you with an estimated lead time based on your order.

Once we dispatch your order, we’ll send you a confirmation email that includes tracking details. You can use this information to follow your delivery’s progress online. If you haven’t received your tracking info or need help, please get in touch, and we’ll be happy to assist.

Yes, we can offer international delivery! Shipping costs vary depending on your location and the size and weight of your order. To get an accurate shipping quote, please contact us with your delivery address, country, and the size/type of matting you’d like to order.

Please note, all international purchasers are responsible for any duties or taxes that may be levied when the order reaches the destination country.

Yes, you can collect your order in person! If you’d like to pick up your doormat or matting from our location in Haverhill, Suffolk, simply contact us to arrange a convenient collection time. If you’ve already placed your order online and paid a delivery fee, just let us know that you want to collect, and we’ll refund the delivery charge. 

It depends on the status of your order. If your order has already been dispatched or is with the courier, we are usually unable to make changes to the delivery address. However, if your order has not yet been dispatched, we can update the delivery address for you. To make any changes, please contact us as soon as possible, and we will do our best to assist you!

Yes, in many cases we can send via next-day delivery through our courier services. This option may incur an additional charge, depending on the size, weight, and destination of your order. Please contact us, and we’ll confirm availability and any extra costs. Please note: Faster delivery only applies to shipping time and does not speed up the production of made-to-measure or custom size mats.

We do our best to accommodate urgent requests whenever possible. Whether we can speed up your order depends on our current production schedule and workload. Please get in touch with us, and we’ll let you know if we can prioritise your order.

If your delivery hasn’t arrived within the expected timeframe, please first check the tracking information provided in your dispatch email. Occasionally, courier delays can occur. Please allow up to 5 business days (Monday–Friday) for deliveries to Mainland UK, and up to 7 business days for Northern Ireland, Highlands, and Islands.

If your order still hasn’t arrived after these timeframes, or if you’re unsure, please contact us with your order number. We’ll investigate the issue with the courier and keep you updated until your order is delivered.

If your tracking shows that your order has been delivered but you haven’t received it, please follow these steps:

1. Check with your neighbours – Sometimes parcels are left with neighbours or in safe places.
2. Check your delivery location – Look around your property to see if the package was left in an unexpected spot.
3. Contact the courier – Use your tracking details to reach out to the courier service directly – they may be able to provide delivery photos and GPS details.
4. Contact us – If you’re still unable to locate the parcel, get in touch with us. We will investigate and work with the courier to resolve the issue.

No, we do not include any packing slips or price information with our orders. As standard, unless it’s a sample order, we do not include paper packing slips to save paper wastage. The shipment label should contain our name or your order number for reference.

The vast majority of our doormats are rolled and sent out to ensure safe and efficient shipping. If you have multiple mats, please note that they may be rolled inside each other for convenience. For doormats that cannot be rolled, we will send these flat to maintain their structure.

Unfortunately, we cannot accommodate specific delivery times. The couriers typically deliver between 7am and 9pm, and we are unable to request a specific time slot.

We use a variety of couriers to accommodate the wide range of sizes and weights of our parcels. Some of the couriers we work with include, but are not limited to: APC Overnight, ParcelForce, Evri, Royal Mail, DPD, Proovia, and FedEx. The specific courier will depend on your order’s size, weight, and delivery location.

If you have not received an email containing your tracking number, your order is still being processed. Please check your junk or spam folder in case the email was filtered. If you still haven’t received tracking information, contact us, and we will confirm whether your order has been shipped or provide you with an estimated dispatch date.

Not normally. Our deliveries are fully trackable (except samples) and normally do not require a signature. However, if your order is of exceptionally high value, a signature may be required upon delivery for security reasons. In most cases, you can provide delivery instructions – such as leaving the parcel in a safe place or with a trusted neighbour – when placing your order or via the tracking link once dispatched.

We want you to be completely satisfied with your purchase, but please note that our returns policy varies depending on the type of product ordered:

• Custom-made or personalised products (including custom sizes or hand-stitched mats) cannot be returned unless they are faulty.
• Non-faulty standard-sized plain doormats can be returned within 14 days of receiving your order. Please contact us within this period, and the return postage will be your responsibility. Once we receive the returned item, we will process your refund.

For faulty items, please notify us within 14 days of receiving your order, and we will offer a full refund or replacement product.

To initiate a return, please complete the returns form or email us at contact@traditionalcoirmats.co.uk. We’ll assess your return request and arrange a refund or replacement if accepted.

You can view our full returns policy here.

Custom-sized mats are made to your specific measurements and are therefore non-returnable unless they are faulty. If your custom mat is defective or damaged, please contact us within 14 days of receiving your order. We will offer a full refund or replacement.

If you’re unsure about the size or type of matting before ordering, we recommend ordering a sample or contacting us for advice. This will help ensure you’re happy with your selection before committing to a custom order.

If your mat is faulty, please contact us within 14 days of receiving your order. We will require you to provide details of the issue and may ask for photos to assess the problem. If the mat is indeed faulty, we will offer you a full refund or a replacement product, depending on your preference.

To initiate the return process, please fill out our returns form here or email us directly at contact@traditionalcoirmats.co.uk. Once we’ve received the item and inspected it, your refund or replacement will be processed.

If you haven’t received a response within 1 working day, please check your spam or junk folder. We’re here to help and ensure you’re satisfied with your purchase!

Once your returned item has been received and inspected, we will process your refund within 10 working days. The refund will be applied to your original payment method automatically.

If you haven’t received your refund after this time, please first check your bank or credit card account again. If the refund still hasn’t been posted, contact your bank or credit card provider, as there may be some additional processing time.

If you’ve followed up with your bank and still haven’t received your refund, feel free to reach out to us at contact@traditionalcoirmats.co.uk, and we’ll be happy to assist you further.

For international orders, return shipping costs are the responsibility of the customer. If you wish to return an item, please contact us for instructions, and ensure the item is returned in its original condition. Once we receive the returned item, we will process the refund or exchange as per our return policy.

No, you can use any courier you prefer for the return. Just make sure it’s well packaged. We do recommend using a trackable service so you have proof that the item was delivered to us.

Please send your returned item(s) to the following address:

CGS (Haverhill) Ltd
5 Boundary Road
Haverhill
CB9 7YH

To help us identify your return, please include a note with your name, email address, and order number. This will allow us to recognise and process your return quickly and efficiently.

To keep your coir doormat looking its best, it’s important to take a few simple steps:

1. Keep it dry: Coir mats naturally absorb moisture, so it’s best to keep them in dry areas and avoid prolonged exposure to rain or excessive moisture. If it gets very wet, ensure it’s dried thoroughly to maintain its durability.
2. Shake or vacuum regularly: Dirt and debris can build up in the fibres over time. Regularly shake or vacuum your doormat to keep it clean and help preserve its appearance.
3. Avoid direct sunlight: Prolonged exposure to direct sunlight can cause the fibres to fade and break down more quickly. Try to place your doormat in a shaded area.
4. Clean stains carefully: For stubborn stains, use a damp cloth and mild soap to gently clean the affected area (always patch test first). Avoid using harsh chemicals, as these could damage the natural fibres.

By following these simple care tips, your coir doormat will continue to serve you well and maintain its charm for a longer time.

The lifespan of coir matting depends on several factors, including the quality of the mat, the amount of foot traffic it receives, and how well it is maintained.

• Quality: Higher-quality coir mats tend to last longer. Opting for thicker mats or those made from premium or heavy duty grade coir can significantly extend their lifespan.
• Foot traffic: Mats used in areas with high foot traffic will naturally wear out faster. In contrast, a mat placed in a low-traffic area will last much longer.
• Care: Proper care and maintenance, like keeping the mat dry and regularly shaking out dirt, can help prolong its life.

Yes, coir mats will shed, especially when they are new. The shedding usually consists of loose fibres from the surface of the mat, and this is a natural characteristic of coir. Over time, with regular use and proper care, the shedding will decrease.

To minimize shedding:

• Shake out the mat regularly to remove loose fibres.
• Vacuum the mat to help keep the fibres in place.
• Avoid wet conditions, as moisture can cause the fibres to loosen more quickly.

While some shedding is normal, it’s generally a temporary issue, and with proper maintenance, your coir mat should provide long-lasting use without significant shedding.

No, coir mats are not ideal for prolonged outdoor use in exposed areas. While they can handle light outdoor conditions like sheltered doorways, constant exposure to rain, moisture, and harsh weather can cause the natural fibres to degrade over time. For better durability in outdoor spaces, we recommend using a synthetic matting alternative, which are more suited to withstand outdoor elements.

Yes, coir is flammable. As a natural fibre, coir can catch fire if exposed to sparks, open flames, or excessive heat. We recommend keeping coir mats away from fireplaces, stoves, or any heat sources to reduce the risk of fire. Always exercise caution when placing coir mats near flammable materials.

Yes, coir is biodegradable and will naturally decompose over time. As a natural product made from coconut husks, coir breaks down in composting environments, making it an eco-friendly choice. When you’re done with your coir mat, you can place it on your compost heap, where it will break down alongside other organic waste. This makes coir a sustainable and environmentally conscious option for doormats.

No, coir mats will vary in colour. Since coir is a natural material derived from coconut husks, slight variations in colour and texture are common. These differences are part of what makes each coir mat unique. Additionally, the way the coir is woven or processed can also affect the shade, with some mats appearing darker or lighter depending on the weave. While we strive for consistency, natural variations are to be expected and contribute to the charm of each mat. If colour consistency is essential for your order, please reach out to us before purchasing, and we’ll be happy to assist you.

Caring for your synthetic doormat is easy and will help it last longer while keeping it looking its best. Here are a few tips:

1. Regular Cleaning: Shake the mat regularly to remove dirt and debris. You can also vacuum it to get rid of smaller particles.
2. Washing: Synthetic doormats can be washed with water. You can wash them by hand or hose them down if they’re particularly dirty. Be sure to let the mat dry fully before placing it back in position.
3. Avoid Harsh Chemicals: While synthetic mats are durable, it’s best to avoid using harsh chemicals or abrasive cleaners, as they can degrade the material over time.
4. Keep It Dry: If the mat gets wet, let it dry thoroughly to prevent mildew or mould growth. Synthetic mats dry faster than coir mats, so this usually won’t take long.
5. Positioning: For optimal care, avoid placing the mat in areas where it might constantly be exposed to direct sunlight or excessive moisture, as prolonged exposure can affect the material’s longevity.

You can contact our customer service team by emailing us or using the contact form on our website. Alternatively, you can call us during opening hours at 01440 709328. Visit our Contact Us page for full details. We’re happy to help with any questions about products, orders, or deliveries.

We’re here to assist you during the following hours:

Please note that we are closed on bank and public holidays. From time to time we may close for an extended period e.g. Christmas. We will put up to date opening hours on our website contact page.

If you’re local, feel free to visit us at 5 Boundary Road, Haverhill, Suffolk, CB9 7YH.

For more details, please visit our Contact Us page.

Yes, you can place an order over the phone! We are happy to assist you with your order and take payment via credit or debit card. However, for a seamless and secure purchasing experience, we recommend placing your order online, where you can easily confirm delivery and billing details.

If you’d prefer to order over the phone, feel free to give us a call at 01440 709328. Our team is available to help you from 7:30am to 4pm Monday to Friday, and from 8am to 12pm on Saturdays.

Yes, we accept payments via BACs (Bank Transfer). Simply get in touch with us, and we will send you an invoice with the details for making the payment. Once the payment is received, we will proceed with processing your order.

Yes, absolutely. Just email us at contact@traditionalcoirmats.co.uk with your order number and we’ll be happy to send you a VAT invoice.

Yes, you are welcome to visit us in person! We are located in Haverhill, Suffolk. If you’d like to see our range of coir mats or discuss your order, feel free to stop by during our opening hours. To make sure we can assist you properly, we recommend getting in touch beforehand to arrange your visit, especially if you need to view specific products or have any questions.

Yes, we offer samples of our coir matting! If you’re considering placing a larger order and would like to see our mats first, you can easily order a sample online. Please note that samples are available for our cut-to-size matting styles, and a small fee applies for each sample.

We offer free shipping on sample orders—just apply the code SAMPLE at checkout. However, free shipping only applies to sample orders and does not apply if you purchase a sample along with another mat.

If you’re interested in samples of our coir matting alternatives, feel free to contact us, and we can arrange that for you.

To create an account, simply visit our account page by clicking here. From there, you can enter your details to register and start managing your orders, payment methods, addresses, and more. Creating an account makes shopping with us faster and more convenient!

We have been crafting high-quality coir mats for over 35 years. Our extensive experience in the industry has allowed us to perfect the art of traditional coir matting, making us one of the most trusted and experienced suppliers in the UK. Whether it’s a custom-sized mat or a traditional hand-stitched design, we’ve been dedicated to providing the best mats for homes and businesses alike for over three decades.

Using a doormat offers a variety of benefits:

1. Traps Dirt: Doormats effectively catch and remove dirt, mud, and debris from shoes, preventing it from being tracked into your property. This helps keep your floors clean.
2. Absorbs Water: Doormats, especially those made with coir or other absorbent materials, help to soak up water from wet shoes, keeping your floors dry and preventing water damage.
3. Prevents Floor Damage: Regular use of a doormat can protect your floors from scratches, stains, and wear caused by dirt and moisture.
4. Reduces Slips and Falls: A well-placed doormat offers added grip at your entryway, helping to reduce the risk of slips and falls, particularly in wet or icy conditions.
5. Enhances Your Décor: Doormats come in a variety of styles, colours, and materials, making them a great way to enhance the appearance of your entryway and add a welcoming touch to your home.
6. Promotes Better Hygiene: By trapping dirt and moisture outside, doormats help improve the hygiene of your home by reducing allergens and bacteria that may be brought in from outside.

In short, doormats offer practical and style benefits, contributing to a cleaner, safer, and more attractive home.

Several factors can cause a doormat to slide around, especially on carpeted or smooth surfaces:

1. Lack of friction combined with smooth surfaces – traditional doormats or those with smooth backings often lack the grip necessary to stay in place.
2. Lightweight mats – if your mat is lightweight, it may not have enough weight to stay anchored, causing it to move around easily.
3. Carpet Pile and Foot Traffic – the direction of your carpet pile can also contribute to the movement. When the pile leans in one direction, foot traffic will push the mat in that direction, causing it to move across the floor.

To prevent your doormat from shifting, you can try one of the following solutions:

• Use a non-slip rug pad or mat – place a non-slip rug pad or mat underneath your doormat to provide extra grip and keep it in place, whether on carpet or hard flooring.
• Rug tape – apply rug tape around the edges of your mat or across the back to anchor it securely to the floor.
• Spray glue for carpet – for a more permanent solution, try using spray glue designed for carpets or vinyls to bond the mat to the surface.