Customer Service

Our customer service department is open 9am to 5pm, Monday to Friday.

If you wish to report a query or would like any advice outside these hours, or if you prefer us to call you, please fill in our online customer service form and we will endeavour to resolve your query as soon as possible.

Please see below for a selection of our Frequently Asked Questions.



Please note that all prices quoted exclude VAT. For orders made from the UK or the European Union, 20.0% VAT is added. For information on products that can be VAT exempt for consumer customer orders please see our VAT Exemption page.

Service and Delivery

How do I order with NBB Floor Matting?
Order online today by simply adding products to your basket and then going through the checkout.

Alternatively you can call us on 0800 1777 052, or fax us your order on 0800 1777 053 or email us at You can also post your order to NBB Floor Matting, Unit 5 Sterte Road Industrial Estate, Sterte Road, Poole, Dorset, BH15 2AF.

What is your delivery charge?
All online orders are shipped FREE of charge, provided the order is over £15. Any orders under £15 will incur a minimal £3.95 carriage charge. Please note that you will be required to sign for all parcels upon delivery. If you are purchasing from outside the UK Mainland please call our sales team directly on 0800 1777 052. Most items are kept in stock, however please allow up to 14 days for your goods to be delivered. If you require an item urgently, please do let us know and we will ensure your order is fulfilled as quickly as possible.

What is your delivery lead time?
We aim to deliver all in stock items within 3-5 working days. If however you require your order urgently, please call us on Freephone 0800 1777 052 and we will endeavour to meet your requirements.

Delivery Notice
We reserve the right to charge for re-shipping of orders due to customer error when entering delivery details. If we receive notification of an error within delivery address with sufficient time before that order is despatched, we will make every effort to amend the delivery address details.

Limit of Liability
We shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. Our liability to you shall not in any event include losses related to any business of yours, such as loss of profits or business interruption; neither will we be responsible to you for any other loss which is not a foreseeable consequence of us being in breach of these Terms and Conditions or our legal duties.

Are your prices displayed including VAT?
All items are priced in Pounds Sterling without VAT applied; 20% VAT is added automatically at the checkout stage. If you are ordering from the Channel Islands or Republic of Ireland please place your order via phone (0800 1777 052) so that we can manually remove the VAT. All other EU countries are subject to their own VAT rate.

What are your payment method & terms?
We accept the following credit/debit cards:

  • Visa
  • Mastercard
  • American Express
  • Visa Electron
  • Solo
  • Maestro

We offer a £500 instant credit account to registered businesses/schools (subject to status). 30 day invoice terms.

How can I track my order?
Please call our sales office on 0800 1777 052 to track your order. They will happily assist you.

What is your returns policy?
The No Ifs, No Butts Guarantee- if for any reason you are not entirely happy with your purchase, call us within 30 days and we will collect the goods free of charge. That’s the No Ifs, No Butts, No Quibble Guarantee!

Please note we are unable to accept returns on bespoke custom made products as part of our 30 day no quibble guarantee.

Our Freepost address is "Freepost NBB Ltd"

Matting services and help choosing your mat

Which mat is right for my application?
Have a look at our useful Buyers Guide for helpful information on which mat is best for different areas.

Can I see the mat before I purchase? Here at NBB we understand that it can be difficult to visualise what a mat would look like from a picture so we hold a number of small samples for most of our mats.

Simply email us on or call us on 0800 1777 052 today to order your FREE samples!

Are your mats available in custom sizes?
Yes, we offer custom sizes on various mats.

How do I prevent my mat from slipping?
Many of our mats have a gripper back preventing mats slipping. You can purchase either our Nature Grip for mats going onto hard floors or Rug to Rug for mats going onto carpets. Please call us on 0800 1777 052 for a quotation. Both products will keep your mat in place and stop it from moving.

How do I clean my mat?
There are many ways to clean your mats. The quickest and easiest ways are to simply hose the mat down, vacuum the mat or scrub the mat with a brush and carpet cleaner. Some of our mats are also suitable for machine washing. For more advice please call our sales team on 0800 1777 052.