FAQ

Do you send photos or proofs before you make my doormat?

We offer up to 3 free mock-ups option for customised doormats only.
Do you offer refunds under any circumstances?

There are no refunds since every item is customised at time of purchase. Once your order is placed we will always send an email clarifying and confirming your purchase, please double check the details and notify us immediately if you need to make any changes to the design. If an item breaks or damaged in shipment, we will be happy to replace it, conditions apply as per below. PLEASE NOTE: Every order will have a tracking number for your convenience, any damage must be reported to our shop within 48 hours of the package arriving. When submitting a request for a replacement, you MUST have photos of the item and packaging. Please retain the packaging as proof of damage for our courier service to collect.
What are your business hours?

As a 'made to order' shop we work most days! If you would like to pick up an order directly from us in Christchurch NZ, we can send you a day and a time, with our location for collection.
What if my package is delayed/lost in transit or stolen?

We do take every care to ensure your package is collected by our courier service to reach you on time. However "Taylah Made Online" is not liable for packages that are delayed in transit, lost by the shipping carrier, or stolen; all circumstances beyond our control. Please contact the courier company directly with your tracking number, regarding delays or lost packages. What if my my order did not reach me on time, can I return it? Sometimes there are delays in transit times and these will increase in the holiday season. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date. Please do contact us, we try our best to work with you but we don't control shipping.
Do you accept returns, exchanges or alterations after delivery?

Due to the custom nature of the item we do not accept returns, exchanges or requests for alterations after delivery. We ask that you communicate any specific requests through our message conversation during the order process. We only know about a preference or request if you specify it in your message. We will always do our best to accommodate your requests!
What are the care instructions for coir mats?

Keep doormat in a dry, covered area Exposing mat to harsh conditions will cause fading of design Gently shake or vacuum to clean debris Do not leave submerged or soaked in water Hang or stand leaning against a wall to dry
What if I don't respond to my photo proof?

If we do not get a response on approvals of proofs for custom orders, we will wait up to 7 days and then make the order and ship it as per the proof. We do our best to reach out several times to get a response sooner however, we also need to adhere to shop deadlines and can not hold orders beyond a certain date.
Do you offer rush production?

All orders will be processed in our standard 2-5 business days. If however you placed an order on a Thursday or Friday and would like to pick up over the weekend, email us to ensure collection can be made in the weekend.
If a sale starts after I place my order will you refund the difference?

The price paid is the price of the item at the time of your order. Consider following our social media while you are browsing so you can be notified when a sale is on!