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Frequently Asked Questions
Product and care
Each product page includes detailed information about materials, design, size, and care, along with photos that show the mat in use. We also recommend checking the care label on your mat for specific cleaning and maintenance instructions.
If you have further questions, you’re welcome to contact us at [email protected]
Heymat mats come in different qualities, and care instructions vary between products. Some mats are machine washable, while others should be cleaned using a vacuum and rinse.
For full care guidance, please visit our Care Guide, or check the care information listed on the specific product page to make sure you’re following the recommendations for your mat.
If your washable indoor mat doesn’t come clean following the standard washing instructions, you can try washing it at a higher temperature, up to 90°C (194°F).
If that still doesn’t help, we recommend taking it to a professional laundry service for a deeper clean.
You’re also welcome to contact us for guidance at [email protected]
The mats can withstand under-floot heating. However, different floors can be sensitive to coverage, and since a Heymat has a dense rubber backing, it may be advantageous to check the floor periodically for the first time.
Our products are manufactured in Belgium, Poland and the USA.
We use factories that specializes on mats with high quality and optimal function.
Orders and Shipping
No, not if you are a European customer ordering from heymat.com. All duties and taxes are already included in the price, and your order will arrive with no additional charges.
For orders to the USA, applicable taxes are added at checkout.
You can apply your discount code during checkout. Under total price, you’ll find a field labeled “apply discount code”. Enter your code there and the discount will be applied automatically.
We prepare and ship orders on weekdays, aiming to send them out as quickly as possible. Orders are processed on working days only, except weekends and national holidays.
Delivery times vary by location, and occasional delays may occur due to customs or other external factors.
You can read more about our shipping information here.
When placing an order in our online store, you should receive an order confirmation email at your specified email address.
If you have placed an order and do not receive a confirmation email, please contact us:
European customers: [email protected]
U.S. customers: [email protected]
If the product isn’t quite what you expected, you’re welcome to return it within 30 days.* The mat needs to be unused and undamaged. Please note that a return fee will be applied.
You can read more about returns and refunds here.
*For orders placed from 1 November, the return period is extended until 31 January.
Claims & defects
We’re sorry to hear this! Please send a photo of the issue to [email protected] along with your order number. We’ll take a look right away and arrange the best solution for you, usually a replacement or other fix depending on the fault.
Oh no, that shouldn’t happen, and we’re here to help. Please send a photo and your order details to [email protected], and we’ll review the issue and find the right solution together. Our mats rarely have problems, but when they do, we always do our best to make it right.
If you purchased your mat through one of our retailers, any complaints or claims should be handled directly with the retailer where the purchase was made.
If the retailer is no longer in business, please contact us at [email protected] with your proof of purchase, and we will help.