Frequently asked questions (FAQs)

We have compiled a list of general questions we are commonly asked to make it easier for you to find information.

FAQs relating to a specific material can normally be found on its own page.

If your question is not answered here please do not hesitate to contact us - and we will be delighted to help solve your query!

I've sent an email enquiry, when can I expect a reply?
During normal working hours Monday to Friday - we aim to reply to all emails within 12 hours. If you need an urgent response, please Live Chat with us, or call us.

How can I pay for my order?
All orders must be paid for before processing. We prefer to take payment by credit card or bank transfer. This will mean that your order can be processed straight away. You can also pay by cheque, although this will mean a delay of 7 to 10 days before we can process your order because we need to wait for your cheque to clear. Existing customers can apply for a credit account.

How long does delivery take?
Generally stock items are despatched next day depending on any cutting requirements. We will confirm exact lead time when you place your order.

Where can you deliver to?
We use our own transport, together with preferred carriers to ensure we can deliver to every part of the UK and Europe. We also have shipping partners around the world enabling us to deliver our products around the globe.

Can I collect my order?
We have a trade counter which is open Monday thru' Friday, where you can come and collect your order or take a look at our range of materials before you buy. For a map click here

I only want a small piece of material - can I still buy from you?
We are as happy selling a small cut piece as we are selling several tonnes of material.

I'd really like a material sample - is that possible?
Samples can be ordered online at our sister site www.theplasticshop.co.uk

What is your returns policy?
for business?
Except for faulty or damaged goods, returns can only be made in exceptional circumstances. Any returns must be agreed with us before they can be accepted. Please refer to our terms and conditions of sale for more information.
for private individuals?
We adhere to the Consumer Protection (Distance Selling) Regulations 2000. As such we are happy to provide a full and immediate refund on goods no longer required if they are returned in their original condition within seven days of you receiving them. Please note that unless the goods are faulty you will need to arrange and pay for transportation of returned goods yourself. Please also note that the regulations do not apply to cut pieces, machined parts or any other item which has been manufactured, cut or supplied to your personal specifications. If you require further clarification, please contact us before you place your order.

I have a question which is not answered here, what should I do?
If you would like more detailed information, pricing information, or have any other question about any of our products and services - drop us an email, or call us and we'll be happy to help click here.

This page is currently being updated - check back soon for more FAQs

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