SHIPPING


Where do you ship?

We ship to most European countries. If your area is not available for delivery, please get in touch with us via "contact us" to find a suitable solution.


How soon will my order ship out?

Orders are dealt with each day from Monday to Friday, except Slovak public holiday. We do our best to treat and dispatch any order received before 8am the very same day, nevertheless the preparation and processing time of an order may be lengthened and may require 1 or 2 business days. As of reception of the dispatch confirmation email, you can take into account the transportation times mentioned below. These delivery times do not include Saturdays, Sundays and Slovak public holidays. 

If you have purchased multiple items that include a pre-order item, it will be dispatched when the pre-order item is available in stock.


What is your average delivery time?

Delivery times are 1-2 business days from the time of despatch of your order for Slovakia, Czech republic, Hungary, Austria, Poland and Germany. Delivery times for other European countries are 3-6 business days from the time of despatch. Deliveries are made by DPD courier service Monday - Friday.


Can I track my order?

Once your order has been despatched, you will receive a tracking ID in your email to track the progress of your delivery. 


CARE INSTRUCTIONS


Is my play mat ready for use as soon as it is unpacked?

To avoid a trip hazard, please allow the play mat to relax and flatten first. It may need some time to settle and adjust to its designed form. You can help this process by rolling the play mat in the opposite direction.


How do I clean and take care of my play mat?

Don't worry, it's easy! We suggest using a soft damp cloth or warm soapy water immediately after a spill to avoid staining or discoloration. Please let dry after wiping clean, as this can cause a slip hazard.

Strong chemical cleaners, alcohol, baby wipes or natural cleaners containing essential oils are not recommended as these could cause damage. We also do not recommend using any type of vacuum cleaner or any device with rotating brushes.

Please note that sharp objects may puncture, tear or graze the outer layer of your play mat.


Can I use my play mat with furniture?

We do not recommend to leave heavy objects on the play mat, as it may cause an irreparable damage.


Can I use my play mat outside?

To keep your play mat in the best condition we recommend using inside only. However, if you do choose to create a play area outside, avoid using the mat in high temperatures or placing in direct sunlight for a longer period of time as this could cause fading and discoloration.


Is my play mat pet friendly?

It really depends on the character and nature of your furry friend. Diggers and scratchers might be an issue. Please note that damages caused by sharp pet claws and teeth are not covered under warranty.


Is the discoloration of my play mat normal?

As our play mats are made using non-toxic materials, an ageing process comes naturally with the mats. The process of fading and discoloration over time may be accelerated due to heat and humid conditions, prolonged direct exposure to sunlight and cleaning practices using strong cleaners.

Please refer to our clean and care instructions mentioned above to minimise discoloration!


Warranty is invalid if the faults are caused by improper use or failure to respect the cleaning and care instructions. 


RETURNS


Can I return the play mat?

If you change your mind and would like to return your play mat, contact us as soon as possible to discuss. Your return will need to be completed at your own cost within 14 days of delivery date and the play mat will need to be unused, in its original condition, including all packaging, wraps and labels.

Shipping costs will only be refunded if the play mat is faulty, however the original shipping costs will not be refunded.

After the play mat has been returned, we will contact you to arrange the refund.

One Concept s.r.o. reserves the right to reject all returns outside of the 14 day return period, or items which are returned not in their original condition and/or packaging.

Please note that refunds do not apply on sale items (including play mats that were purchased with a discount code).


What should I do if I receive a damaged item?

Please contact us immediately as all damages must be reported within 2 days upon receiving your order.