FAQ's

If you have any questions or problems with your order, please look below to see if an answer or solution is given. If you still require assistance, please contact my support team by creating a ticket below and someone will get back to you. Thank you!

For questions regarding the delivery of your products please refer to the shipping page.

Orders & Payments

Where can I find your products? How can I place an order?

Just visit the homepage of our website and scroll down to browse through each product section: Yoga Mats, Collections, Bundles.

You can click “Shop Now” to read more details about each product and then use the “Add to Cart” button to select the ones you would like to purchase. Once you are done shopping, just select your Cart from the main menu and click “Buy” to proceed to the checkout page and place your order.

Is there a bundle offer?

Yes, there are a few bundles available which you can find at the bottom of our website homepage. Bundles are already sold at a discounted price.

What methods of payment do you accept?

You can pay via Card (Visa, Mastercard), PayPal, Apple Pay and Google Pay.

I have enough money available so why won't my payment go through?

If you are using a card, quite often the issue is with your bank and the fact that you are making an international purchase / they may not recognise my domain. Please get in touch with them to resolve the issue or try using another card or payment method.

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 can’t 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 no-reply@thisisolie.com, “Olie”, 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 2-3 business days to be processed.

Can I change my order?

We will unfortunately 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.

What can I do if I entered the wrong delivery address?

Unfortunately, we cannot make any amendments to your address after your order has been placed. Please double-check your address during checkout as your order will be delivered there and you will be responsible for retrieving it.

If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for postage as we have incurred the cost sending you the order.

What can I do if I made a duplicate order?

If you have purchased the same products more than once please contact our team immediately by submitting a ticket and see if they can cancel the duplicate order for you. Please note that we cannot guarantee cancellation requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 48 hours to review your ticket and by then, your order might already be fully processed.

Products

Are your products ethically produced?

Yes - Read our manufacturing statement here →

Yoga Mat Care Instructions

General Care:

  • Keep it away from oil or detergent to avoid slipping or etching;
  • Keep away from direct sunlight to avoid fading;
  • Keep it away from sharp objects

Cleaning:

  • Wipe with a soft wet towel with a mild detergent, and leave to dry at room temperature - do not machine wash

Storing:

  • Wrap the mat, the the top side facing out, place it inside its dust bag and store in a cool dry place when not in use, away from direct sunlight

My mat has started showing marks after my sessions

Please note that you mat may show marks that are acquired during practice. Some of these marks may not completely disappear after you clean and dry your mat, however, this is not due to a fault of the product. Marks like these are the result of a natural reaction created by pressure on the rubber surface; and may be more visible on lighter colour mats. Please note that marks of this nature 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 your journey you are on.

Refunds & Returns

Can I exchange / return my order?

Unfortunately, we cannot exchange or refund any physical 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.

We apologise for any inconvenience this may cause and thank you for your support.

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.