Change or Cancel an Order

If you wish to change an order, contact us on 07800 660991 any time between 8am and 10pm, Monday to Sunday as soon as you can. Alternatively please contact us via email using the contact us link at the bottom of the page or send directly to sales@qtmdirect2u.com. We will do everything we can to amend your order as long as it hasn't already left us. Please have the order number and date the order was placed to hand.
If you wish to cancel your order, again please contact us as quickly as possible so that we can stop manufacture of your order.

If your order has been fully made and is anything other than standard black mats it is unlikely we can easily sell it to another customer as it was made bespoke to your order. In these cases we reserve the right to charge a cancellation fee of up to 30% of the full order price.

Bespoke Made to Order Classification:

Any carpet that is not black with a black trim, is a made to order bespoke item. Also, all the following are bespoke made to order and therefor non returnable...

• Individual Rear/s, Drivers & Passenger only mats
• California sets
• All LHD sets in any colour
• Boot mats
• All Rubber Mats
• Any sets that are not black
• Any sets that have logos fitted.
• Super Luxury Carpet
• Thermal Reflective Blinds

Please make sure if ordering any of the above that you are 100% sure you have the correct advert for the vehicle intended. If unsure, please contact us before purchasing.

Returning an Unwanted Item

We hope that you wont need to return an unwanted item but if you do please contact us on 07800 660991 or email us at sales@qtmdirect2u.com before returning any item, within 30 days of receiving the goods. No returns are accepted without a returns authorisation number.
We will accept any "non bespoke item" return of goods as long as they are in a fully resaleable condition. However, any bespoke made to order mats (Anything other than black with black trim plus those listed in the bespoke classification above), we reserve the right to refuse the return or consider a charge for re-stocking them of up to 30% as those orders are unlikely to be sold to another customer as they were bespoke to your order.
Please make sure any returns have the returns authorisation number on the parcel as items without will not be accepted and refused at the door.

Faulty or Damaged Goods

Please report any faulty or damaged goods within 3 days of receipt, either by phoning us on  07800 660991 or emailing us at sales@qtmdirect2u.com. Do not return to us unless we tell you too as we require a returns number in order to accept any return. We would normally ask for some evidence of the issue, like a photo, so we can clearly see the problem. 99% of the time, if the fault is our error, we will manufacture a new set and ship it out to you at no extra cost.
Usually, if we require the faulty set back, we will arrange with our courier to collect the item at your convenience.

What if my mats don't fit?

Firstly, don't worry!
We pride ourselves in making sure the customer is happy.
Secondly, get in touch with us on 07800 660991 or email us on sales@qtmdirect2u.com and explain exactly what's happening. Please have you order number at hand and know your vehicle make/model/year of manufacture.
Most commonly we find that sometimes there are two different sets available for the year of your vehicle and you may have chosen the wrong one. This is when manufacturers sell an older version and a newer version in the same year.
Sometimes we will make errors as we aren't robots. We will put right any errors made by us as quickly as possible at no cost to you.

In the event that you have ordered the wrong set, please get in touch within 14 days of the receipt of your item. We will happily replace for you as long as it isn't classed as "bespoke" from above, and you return back to us at your cost in a fully resaleable condition. We will require another payment to cover the postage cost of £5.99 to ship out the correct set.
We will not ship out until we receive the original ordered set back, and payment for our postage cost of the new set is also received.