Frequently Asked Questions

We try to keep out website and services as straightforward as possible but if you're not sure something, have a skim through these commonly asked questions and you might just find what you're looking for!  If you're still struggling, please feel free to get in touch and we'll help you with whatever you need!

Products & orders

How long will my order take?
Our general turnaround time for orders placed through the website will take between 1-3 working days to process, cut and dispatch. This does not include postage which usually takes an extra 1-2 days. Larger orders including many personalised items, 18mm items or finished good may take a bit longer. During busy periods (Mothers day, Fathers day, Christmas etc.) turnaround times may increase without notice. Please check our homepage for the current estimated turnaround time.

What materials do you use?
The majority of our products available on our website are cut from high-quality 4mm Medite MDF. We also cut from 18mm MDF, veneered MDF, Birch Plywood and acrylic.

Can you cut from other materials?
Yes, we can source and cut from many other materials. Please contact us with your requirements and we'll see what we can do.

Can you cut from my own design?
Yes! If you already have your design ready drawn, please get in touch and one of our designers will be able to check it over and advise you further.

Can you design me a custom shape/sign?
Yes! If you have something in mind that you can't find in our shop, please get in touch with your requirements and one of our designers will be able to work with you to make just what you need.

Can you cut me a Disney/Marvel etc. shape?
Unfortunately not.  These kinds of shapes and designs are subject to copyright and we are unable to cut them.

What is the largest size you can cut?
Our largest laser machine can cut up to 120cm x 90cm, however, our CNC Router can cut up to 240cm x 150cm!  The largest size of most shapes available on our website is 40cm across the longest length.  If you require larger sizes, please get in touch.

How do I send you my photos for a personalised product?
Once you have placed your order, you can either use our Image Upload Form to upload your pictures or you can email us directly.  Please remember to quote your full name (as on your order) and order number for reference when matching up your pictures to your order.

Assembly & decorating

I'm not sure how to assemble one of your kits.  Do you have instructions?
We try to make our kits as easy as possible to assemble, however, for a beginner, they may be a little daunting.  Instructions for most of our kits can be found on the relevant product page, in the description.  These are provided in PDF format for easy printing.

Can you assemble and paint my order for me?
Unfortunately, we can not assemble or decorate items before being sent out. All of our products are supplied blank and in “flatpack” form.

What is the best paint/glue to use when decorating my order?
The best paint is always the paint that will achieve the look you want. It's always best to experiment yourself so you know what works best for you. Many of our customers use acrylic paints but we have also seen very good results using paint tester pots from DIY shops. Spray aerosol paints are also great for covering large areas with a flawless finish. When glueing pieces together, we recommend a good quality wood glue like Gorilla or similar.

Do I need to seal/primer or sand my items before painting?
It is not necessary to seal or prime the MDF as it is ideal for painting straight on to. However, you may see a benefit in sealing or priming depending on the type of finish you are looking to achieve. Some paints may require a seal or primer. It's best to check the paint instructions or experiment yourself. Our 4mm MDF items have a smooth finish and require no sanding, Our 18mm MDF items are sanded before we send them out, however, they may require some additional light sanding to achieve the best finish.

Breakages, returns & mistakes

One of my items broke in the post, can you replace them?
If something has broken in the post, please contact us within 14 days of receiving your order and we will replace the item free of charge. We may ask for photographic evidence of the breakage before sending out a replacement.  Items that have already been decorated will not be replaced.

There is a spelling mistake on the personalised item I ordered, can you recut it?
Please check your order (emailed to you after checkout) to make sure that the spelling was correct when the order was placed.  If the mistake is on our behalf, we will send you out a replacement free of charge.  If the personalisation was spelt incorrectly when ordered, we will not replace the item for you.  Please ensure all spellings and punctuation are as you require before placing your order.

Can I return my order for a refund?
As all of our products are cut to order, we do not accept returns or give refunds for personalised or bespoke items, however, we may be willing to accept returns for standard, non-personalised items.  Please get in touch to discuss your options.

Discounts & payment

Can you give me a discount?
We offer a set discount to trade customers and resellers.  Please get in touch to find out if you are eligible.  We also sometimes run limited-time offers and discounts via Facebook and Instagram so it's worth liking or following our pages to take advantage of the offers when they come around.

Do you offer bulk discounts?
Yes!  We can offer discounts on bulk or large quantity orders.  Please get in touch with your requirements for a quote.

What payment types do you accept?
Our website is able to accept all major types of credit or debit cards via Create Payments or Paypal. We can also take cash on collection at our offices in Cheadle, Staffordshire.

Can I order and pay over the phone?
Unfortunately, we have no way of taking a payment over the phone at this time.

Postage

How much will postage cost?
Postage varies depending on the total value of your order. Please see our Postage page for a list of costs.

Which Couriers / Services do you use?
We send the majority of smaller orders with Royal Mail 1st Class. Larger orders usually have to be sent with a tracked courier. The majority of our courier orders are sent with UPS.

How long does postage take?
Smaller orders are sent with Royal Mail 1st Class which usually arrive within 1-2 days. Larger orders sent by courier also usually arrive within 1-2 days.

Can you post outside of the UK?
Yes! Please get in touch with us before placing your order so we can make further arrangements.

Can I collect my order?
Yes. You can collect your order from our workshop or offices based in North Staffordshire. Please contact us before placing your order if you intend to collect as a time and day will need to be arranged.

Getting in touch

I can't find my answer here, how can I contact you?
The best way to get in touch is by email. Email us directly at [email protected] and someone will get back to you quickly. We can also answer messages sent via Facebook and Instagram. Visit our Contact page for more information.

Do you have a phone number?
As we are an online only business, we do not publish our phone number. If you need to contact us, please email or message us first.

Do you have a shop I can visit?
Unfortunately, we do not have a brick and mortar shop you can visit. We are based out of a unit and office premises that is unsuitable for customers to visit without a prior appointment.