Frequently asked questions (FAQs)
We have compiled a list of general questions we are commonly asked to assist in your use of this site.
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 do our best to help!
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.
Do the prices on your website include VAT?
All items are priced EXCLUDING VAT. VAT will be added to all orders on checkout. If you have a VAT exemption certificate, or are ordering from outside the UK - please contact us to discuss your requirements.
How can I pay for my order?
All internet orders must be paid for when you place your order. We can take payment by credit or debit. This will mean that your order will be processed without delay. All card transactions are made through our 100% secure payment provider SecPay. For other payment options eg cheque, BACS transfer, please contact us by telephone to process your order. Existing customers can apply for a credit account.
How long does delivery take?
Generally stock items are despatched within 2 to 3 working days depending on any cutting requirements. For all orders - including non-stock items - we will confirm exact lead time when we send you our official order acknowledgement.
How much are your carriage & packing charges?
Click here for more information about our carriage & packing charges
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. Our website can only process orders being delivered to UK addresses - for all non-UK deliveries please contact us by telephone to process your order.
How will my order be delivered?
Your order will be packed with the appropriate amount of packaging required to protect your order whilst in transit. Typically, items are packed according to the type of material and the size of the item (eg. In bubble wrap, cardboard sheet, cardboard tubes etc). For particulary heavy, or large and fragile items - including Perspex sheet - your order may be delivered on a wooden pallet. You may be required to assist with offloading your delivery. At this time, all items of packaging are non-returnable. Please advise us at time of order if our method of packaging/delivery may not suitable for you so that we can try and arrange alternative methods.
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. Please be aware that a packing charge may still apply for collections, depending on material ordered and method of collection. For a map click here
Do you offer a trade discount?
Prices displayed on our website are, we believe, competitive. However, we recognise that our competitors may offer special prices which occasionally beat our published prices. Please see our Price Promise for further details. We also offer a standard online discount of 15% for all orders over £400.00 - this discount will be automatically deducted at checkout. For volume or contract discounts, or order requirements over £1,000 please contact the sales office to discuss your requirements.
Do you have a minimum order charge?
There is a minimum order value of £5.00 excluding carriage & VAT for all online purchases.
I'd really like a material sample - is that possible?
Yes, you can order up to 3 samples of our most requested items online. Due to the volume of sample requests, there is a small administration charge of £5.00 for this service. This cost is refundable should you subsequently order a previously sampled material. Samples normally take a couple of days to be processed - if you need it urgently, please call us and let us know. We reserve the right to reject multiple sample orders. Click here to order samples online.
What are the tolerances of your materials and cutting?
All of our materials are sold as semi-finished products. This means that all sizes are generally sawn cut and engineering plastics are cut oversized to allow for subsequent machining. For tolerances on individual materials please contact the sales office BEFORE you place your order. Returns due to material supplied within normal manufacturing tolerances will not be accepted under any circumstances. Our standard cutting and machining tolerance is +/-1mm. If you require specific tolerances - please contact the sales office to discuss your requirements.
I've placed my order, but you have asked if I can take an alternative size or colour. Why?
All products listed on theplasticshop.co.uk are normally available from our UK and European stock facilities. If, on receipt of your order, the exact size, thickness, diameter or colour you require is not available for some reason, we will contact you to offer the closest possible alternative. Your order will only be processed if you are happy to proceed.
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 in writing 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 these 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. Any returns must be agreed with us in writing before they can be accepted.
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.
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