What tolerance do you cut to?
We cut to a tolerance of +/- 1mm. Tighter tolerances can be agreed upon under arrangement.
Can I determine the grain direction for wood?
You can. When ordering your wood, select the direction of the grain. A preference of grain direction will incur a cost added to the total, excluding delivery.
Can you cut any shape into plastic or wood?
We can cut any shape into acrylic or wood.
What's your standard radius corner?
20mm, but we can cut to your requirements.
How many holes do I need in my acrylic?
One per corner should be sufficient for smaller pieces. You might want to consider an extra hole in the middle of your sheet if is larger.
Can I cut acrylic?
You can cut acrylic yourself. Just take it slow and easy.
What's the difference between acrylic and Perspex?
Perspex is a brand name. It is the same as acrylic.
What's the difference between acrylic and polycarbonate?
Polycarbonate is a stronger alternative to acrylic. Take a look at our Choosing the Right Plastic guide for more details.
What is the largest sheet size you can cut too?
Each material has a maximum sheet size which can be found under the height and width of the sheet.
Do you offer bulk order discounts?
Yes, we do. When your subtotal (inc VAT) reaches the following values you will receive the appropriate discount automatically at checkout:
- 10% discount over £750
- 15% discount over £1,500
- 20% discount over £2,500
Products excluded from the discount:
- Sneeze Screens
Delivery and Shipping
Why is my order late?
While we endeavour to ensure your item arrives with the specified time frame, unforeseen delays may occur affecting shipping or manufacturing. In this instance, we will strive to communicate any delays to you, such as through the use of a banner at the top of the page which would provide further details.
Can my delivery and billing address be different?
You can have different addresses for billing and delivery. You can pick different addresses whilst checking out.
Can I collect my order?
You are more than welcome to come and pick your order up from us at no cost to you. You can select this option at the checkout. Our address is Unit 51-52, Mackley Industrial Estate, Henfield Road, Small Dole, BN5 9XR.
How will I know if my order has been dispatched?
You will receive a confirmation email when you place your order. We will email you again with your invoice when your item has been dispatched from our warehouse. Where possible, this email will include the courier’s tracking details.
Will I have to be in all day?
Depending on how your order is being delivered, we may be able to give you a window for delivery via the courier tracking number. If you are unable to be at home for the delivery, our couriers will try to leave your order somewhere safe, or with a neighbour. If you are not going to be in, a clear note on the front door really helps the couriers.
In what condition should my order be delivered?
While all orders are made to a high quality and leave our shipment facility in a protected film, if your order appears to have been damaged in transit, please sign for it as DAMAGED and contact us via email@example.com within 24 hours with a description of the fault, and photographic evidence.
Do you deliver outside of Great Britain?
Currently, we do not provide any deliveries outside of Great Britain.
What is your normal delivery timescale?
Our normal delivery timescale is 3-7 working days. Though, we also provide faster delivery options if required.
Can I pay for faster shipping?
You are able to pay for a faster shipping option. Our timescale can range from 7 working days to Next Day Delivery depending on your requirements. You can select your option at checkout, which will add the calculated costs accordingly. For more details please see our Delivery Policy.
Is there a small order fee?
To allow us to continue to provide a fast and efficient service, any basket value less than £15 will be rounded up to £15, excluding shipping.
Contact and Communications
How are you managing the safety of your staff?
We have implemented a number of health and safety procedures in our warehouse and offices which adhere to the government guidance. These include amongst others, ensuring staff are working at a safe distance and allocated support bubbles for each department, with measures in place to prevent mixing. We have also introduced sneeze screens between desks to allow our staff to safely continue working providing crucial equipment, as well as sanitation stations between all areas.
I have messaged you on social media/commented on your post, but you haven't replied. What should I do?
We're so sorry! We definitely do not want to leave you waiting, however, due to the high volume of notifications we receive, we, unfortunately, cannot see or reply to every comment or DM. If we have missed your message or comment, please email us at firstname.lastname@example.org.
I need help on the weekend, can I still reach you?
Unfortunately, we are not open on the weekend. We may be present on social media over the weekend, however, this is not definite. To make sure we support you as quickly as possible please do email us at email@example.com as we will be able to address it when we return on the next business day.
I’ve tried ringing, why isn’t anyone answering my call?
The customer service team answer phone calls throughout the day from 09.00 to 17.00 Monday to Friday and you may experience a wait while we deal with other queries. Please have patience with us, or try later in the day. Alternatively, send us an email at firstname.lastname@example.org
I’ve emailed you, and no one has replied yet?
We apologise for the wait, however, we respond to emails throughout the day, and may have not have got to your query yet. As such we ask that you have patience with us as we aim to respond to you as soon as we are available to do so.
Returns and Cancellations
How do I cancel my order?
Unfortunately, due to the goods we provide are customised and made to order, we are unable to cancel or refund any order once it has been processed. For this reason, we ask that you check all orders are correct before placing them.
I've installed it, but am unhappy, can I get a refund?
Once our products are installed, we are unable to accept a return.
My item arrived faultily, how do I get a refund?
While all orders are made to high quality, if your order does arrive faultily, please sign for it as DAMAGED and contact us via email@example.com within 24 hours with a description of the fault, and photographic evidence.
Can I change my order after it's been placed?
Amendments needed after placing your order may have additional charges, so call our customer service team on 01903 389024 for help and assistance.
Installation and Fitting
Can I put acrylic behind a hob?
You are unable to fit acrylic behind a hob if your hob is gas or electric. If you are fitting it to an induction hob, you will need a gap of 5cm between the hob and the acrylic.
Do you fit the acrylic?
We do not fit the acrylic sheeting we provide. We do provide some templates which should help you to take your measurements. The acrylic is easy to install by any competent DIYer.
I've installed it, but am unhappy, can I get a refund?
Once our products are installed, we are unable to accept a return, unless they have been installed by us through our Splashback Fitting Service and the reason for the return is due to damage in instalment.