FAQ
ORDERS & PAYMENT
WHAT PAYMENT METHODS DOES MAAT ACCEPT?
Currently we accept Credit Card Payments and Paypal.
WHERE IS MY ORDER/DISPATCH CONFIRMATION EMAIL?
Please check the email account used to complete your order. Your order confirmation email should be there but if you cannot find it please:
- Remember that confirmation emails may take up to 24 hours to reach your inbox.
- Try checking your junk / spam folders.
- Search your email account for ____@maat.world, your order number or the name of the item you ordered.
Your dispatch confirmation email will be sent to you shortly after your order has been shipped by our warehouse. Orders take 1-2 business days to be processed.
CAN I CHANGE OR CANCEL MY ORDER?
Unfortunately, we will not be able to make any amendments to your order after you have placed it with us. Please double-check your order before completing your purchase.
WILL I GET A TRACKING NUMBER?
An email will be sent once your order has been dispatched.
If you do not receive one, please email hello@maat.world
WHAT IS PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order is one that you order before we have it in our inventory. You may cancel up until the time your order has been processed. To cancel, you may email us at hello@maat.com
PRODUCT
ARE YOUR PRODUCTS ETHICALLY PRODUCED?
Yes – Read our social responsibility statement here
YOGA MAT CARE INSTRUCTIONS
Before you use your Maat, spritz a touch of water across the surface to enhance grip.
After use, wipe down with water or a 50/50 mixture of apple cider vinegar and water. Alternatively, you can place it in a delicate machine wash in cold water.
To ensure the longevity of your Maat, we recommend avoiding bleach and softeners and excessive heat or direct sunlight. Air dry before rolling. The spirit of Maat is in tune with your spirit, live well and enjoy balance.
MY MAT HAS STARTED SHOWING MARKS AFTER SESSIONS
Please note that your mat may show marks after practice. Some of these marks may not completely disappear after you clean your mat, however, this is not due to a fault of the product. Please note that these marks will not affect the grip or durability of your mat. Remember that your mat is your safe space and meant to be loved regardless of which stage of the journey you are on.
MY MAT HAS A WHITE SPOT OR SCRATCH, WHAT DO I DO?
We do our best to catch any defects at the factory but some sneak past us. Please write to hello@maat.world if you find this.
WHY DOES MY MAT APPEAR TO BE A DIFFERENT COLOUR THAN I ORDERED?
Please understand, the actual colour may vary slightly from your monitor. This is because every computer monitor has a different capability. We edit our photos to show them as realistic as possible.
DOES MAAT GUARANTEE ITS PRODUCTS OR OFFER A WARRANTY?
Because of the super eco-friendly materials we use, you may experience a little wear and tear after a long period of use. For example:
- The mat material (rubber) is biodegradable, meaning it will gradually harden in the natural environment. In the case of exposure to sun and water, the biodegradation process will speed up.
- The rubber is covered with suede and fastened using heat and pressure. This is much better for the environment than using glue! However, it does mean that the strength of the fastening may not be as tight as glue.
- If you follow our instruction regarding caring for your products, your mat will last longer.
REFUNDS & RETURN
Can I exchange / return my order?
Unfortunately, we cannot exchange or refund any yoga products due to hygiene reasons. This is according to our terms and conditions.
Any returned parcels sent by the customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded.
What can I do if my product is faulty?
Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact our support team with the following information.
- A full description of the fault
- Photographic evidence attached.
Please note issues of this nature need to be reported to us within 60 days.