Delivery & Returns
How soon will my order arrive?
We aim to process, cut and dispatch standard orders within 4 working days. Orders with extras (holes, rounded corners, cut-outs), laser cut shapes, surrounds and letters will be dispatched within 6 working days. Once dispatched, delivery in the UK will usually take place within 1-2 working days. Should you have an urgent request, please contact us before placing your order.
Delivery leadtimes are subject to stock availability. In the unlikely event we are unable to deliver your order in time, we will contact you immediately, inform you of the delay and offer a revised due date. We will of course issue a full refund should the new due date be unsatisfactory.
What are your delivery charges?
For standard UK mainland addresses, delivery is £8.75 plus VAT. Some delivery addresses may incur additional charges (for example Scottish Highlands and offshore Isles). Should your delivery address be to one of these areas, the additional charge will show in the checkout prior to payment.
How will my order be packaged?
We have an experienced team in the dispatch department who will package your order in a manner which will help protect your product in transit. We kindly ask you to take care when opening your parcel and avoid the use of sharp blades as you may scratch the material inside.
Who will deliver my order?
Depending on the size and weight of your order, we will either deliver your order via Royal Mail, a reputable courier or by pallet. If your order is being sent on a pallet, we will contact you to arrange a convenient day for delivery.
Will you provide tracking information?
On the day of dispatch you will receive notification from us that your order has been dispatched which will include full tracking information.
Damages & Returns
My order has arrived damaged, what should I do next?
We take great care to prevent damages however in the unlikely event something goes wrong during transit and your order is damaged, please contact us immediately via email. Please send a photograph of your damaged order and also the packaging the order arrived in. This will help us process a replacement and raise a claim with the delivery courier. In most cases, collection of the damaged item will take place when the replacement is delivered.
The surface of the material is scratched and/or has a blue tint?
Acrylic sheets are sent out with the original protective film on both sides, except for mirror acrylic which is single sided only. This is much like the protective film that is found on brand new mobile phone screens. It is there to protect the material from scratches whilst it is being worked with, for example if it is being cut, drilled, bent or laser cut, just to name a few. When the film is still in place, the surface can appear damaged and for clear acrylic sometimes it will appear to be a blue or green tint. Simply remove the film from both sides and the brand new surface will be underneath. Sometimes it can be difficult to see therefore if you run your fingernail along an edge, this should enable you to pick up the film and remove it.
My item is faulty or incorrect, what should I do?
We want you to be 100% happy with your purchase therefore if your item has arrived damaged, faulty or is incorrect, we will do our best to rectify the issue quickly. Please contact us immediately or within 3 days of delivery. In most cases, collection of the damaged, faulty or incorrect item will take place if a replacement is sent.
I have changed my mind, can I return my order?
Standard products without any customisation can be returned within 14 days from the date of delivery however products that have been customised cannot be returned. Examples of customised products include material where you have used our online calculator and specified the dimensions yourself and/or added additional options.
Please contact us before returning an item by sending an email to [email protected] with details of your order number and the reason for the return. We will then issue a return authorisation number. Please include a copy of your delivery note with the returned items to ensure we know which order it relates to. The return of the goods is your responsibility therefore we would suggest using a tracked and insured service. Your statutory rights are not affected, further details can be found in our Terms and Conditions.