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!

Who is theplasticshop.co.uk?
We've been selling plastic rod, sheet and tube online as theplasticshop.co.uk since 2004.
theplasticshop.co.uk is a trading name of Gilbert Curry Industrial Plastics Company Limited. Our company registration number is 1644094 and we were established over 30 years ago in 1982.

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?
For convenience, most items generally display an excluding and including VAT price. Where only one price is displayed this is EXCLUDING VAT, and VAT will be added at the current rate when items are added to your basket. A VAT breakdown will be displayed on the checkout page. If you have a VAT exemption certificate, or are ordering from outside the UK - please contact us to discuss your requirements. Our VAT registration number is GB307699917.

How can I pay for my order?
All internet orders must be paid for when you place your order. We accept payment by credit or debit card. All card transactions are processed through our 100% secure payment provider PayPoint.net. We also accept payments through PayPal. For other payment options eg bank transfer, cheque, please contact us by telephone to process your order. Existing customers can apply for a credit account.

I'm ordering from a school, college, university, or government department - can I send you a purchase order?
We are happy to open credit accounts for schools, colleges, universities and government departments when supported by official purchase orders. Please email or fax us your official purchase order quoting the online prices - or contact the sales office to discuss your requirements.

How long does delivery take?
Generally stock items are despatched within 2 to 3 working days depending on any cutting requirements. Some product pages may specify additional lead times. For all orders - including non-stock items - we will confirm exact lead time when we send you our official order acknowledgement. If you have a particularly urgent requirement, please contact us so that we can ensure we can meet with your expectation.

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 particularly 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 for all orders over £500.00 - this advertised 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 thickness and diameters quoted are generally oversize to allow for subsequent machining. Similarly, standard sheet sizes and diameter lengths quoted are for indication purposes only and are normally the minimum manufactured size you can expect. Manufacturing tolerances of individual materials can normally be found on each product page, or alternatively contact the sales office for confirmation BEFORE you place your order. Returns due to material supplied within normal manufacturing tolerances will not be accepted under any circumstances.

Our industry standard cutting tolerances for cut pieces are:
Sheet: +/-1mm
Rod: -1/+3mm
Tube: -1/+3mm

Our standard tolerance for machining, CNC routing, laser cutting or water-jet cutting 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?
We do not offer refunds or exchanges for unwanted Goods, unless they are faulty or identified as damaged on receipt of delivery. For more detailed information, please refer to our Terms & Conditions of Sale

for private consumers?
We do not offer refunds or exchanges for unwanted Goods, unless they are faulty or identified as damaged on receipt of delivery, except those transactions covered by your right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have the right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below. Please note the delivery charge refund will be to the value of the delivery charge originally paid. We will process your refund with 14 days of receipt of the returned Goods. You must take reasonable care of the Goods whilst in your possession and they must be returned to us before we can issue your refund. To notify us that you wish to cancel, please email us at customer.service@theplasticshop.co.uk with the details of your request or complete and return this cancellation form.

Please note that unless the Goods are faulty you will need to arrange and pay for transportation of returned Goods yourself. Alternatively, we can arrange collection on your behalf and deduct this amount from the refund due. Please note that the cost of us arranging collection will be confirmed with you before proceeding and may be higher than the original carriage charge paid.

If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, therefore, we strongly recommend that you use a recorded and appropriately insured delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

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.

Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it.

For more detailed information, please refer to our Terms & Conditions of Sale

I'm having problems ordering online - Help!
On rare occasions, some customers may experience problems ordering online or navigating around our site. We're really sorry if you are having difficulty - please contact the sales office to discuss your requirements.

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.