Frequently Asked Questions.
The list below should answer most of the questions you may have about us, the products we make and the ordering process.
If you require any further information please either use our CONTACT US form or drop us an email to email@example.com
Once you have placed and order with us we will process it as swiftly as possible, you should receive a confirmation email from us with an update and expected dispatch timescale. If you have not received your email by the next working day please check your spam filter before contacting us.
If we have all the items you have ordered in stock they will be dispatched the next working day. For multi item orders we generally do not part ship, however if you do require an in stock item while a bespoke item is being made then contact us and we will help out where we can.
Because of the amount of options we offer a lot of our products are made to order, these include Carpets, Screen Covers, Trim Panels, Seat Covers and Cabby Boxes. While we always try to keep the production lists to below 2-3 weeks for all products this can be hard to do in the peak summer period. Again if you are desperate for something please contact us and we will see what we can do to help.
The payment on your bank statement will either show as Madmatz or Mark Watts Limited T/A Madmatz.
For our UK parcel deliveries we use DX Express next day service. Once we have booked your order onto the system for dispatch an email will be sent to you containing a tracking number with a link to track your Madmatz order. If you have supplied us with a mobile phone number when ordering, the system will send you tracking updates via text message.
Deliveries outside the UK are generally sent with UPS, Fedex or Landmark Global it all depends on the final destination and the size of the parcel being sent. A tracking number and a link to the shipper will be emailed to you as soon as we have dispatched your goods. For customs and import duty information please see the section further down the page.
We are open for collections between 9am and 4.30 Mondays to Thursdays / 9am and 3.30 on Fridays. We are not able to offer collections on weekends.
The Address for collections is 18-20 Lancaster Road, Kettering, Northants. NN16 8PA
Are YOU OPEN AT THE WEEKENDS?
We love meeting you guys and hearing about your campers and adventures, however like you we also love to get away in our campers to have our own adventures at the weekends.
Our showroom is open daily 10am – 3.30pm Mondays to Fridays and the coffee machine is always on and it makes a great brew.
You are welcome to pop in between these times to see us, ask advice and try samples out in your camper.
The address for the showroom is 18-20 Lancaster Road, Kettering, Northants. NN16 8PA.
We get asked a lot of questions about bespoke items and the simple answer is, sometimes we can and sometimes we can’t. Things like custom shaped mats are easy for us, we can usually add some embroidered text or a simple logo into a lot of our fabric products.
The best way to start the ball rolling with custom products is to send us an email with as much detail as possible. From that point we can usually say either yes or no, how much it will cost and how long it will take to achieve.
We have worked hard to make all our camper interior products suitable for fitting by enthusiastic customers that like to have a go themselves. As with all these things the more time and attention to detail you allow yourself the better the result, the quickest way is most often not the best way. The right tools will also help a lot and if you are fitting one of our carpet sets or vinyl floors then a few new blades for your utility knife will make a massive difference.
We do have a FITTING GUIDES page where you can view or print off our Handy How To pages.
If we have supplied incorrect goods to those ordered please let us know immediately after delivery and we will arrange the exchange as swiftly as possible.
If you have ordered to wrong part for your vehicle or have changed your mind about a colour choice or style please email us with the details of your order and the items you would like to exchange.
With stock colour off the shelf items that have not been used this will be a fairly simple exchange and we will usually request that you send the parts back to us and cover the cost of the delivery of the replacement item.
For items that have been specifically made for you it is a little harder for us to exchange and re-sell as we offer so many fabric and trim options. However if you are in this position please contact us via email to explain the situation and we will see what we can do to help.
Please email us on firstname.lastname@example.org
For all customers outside the UK, our website has been set to remove the UK VAT from the prices you see, however please keep in mind that you will most likely be charged VAT your local rate at point of entry into your own country, plus depending on where you live and what the trade agreement your country has with ours there may also be some import duty to pay and a handling fee from the shipping company who arranges the payments on your behalf.
After we have dispatched your goods and they arrive in your country the shipping company will message you to confirm the amount you need to pay. This now applies to all European orders.
Please note that we have absolutely no control over these costs and fees, the VAT money goes to your government and they set the rates, please don’t message us to complain as there is nothing we can do.