Frequently Asked Questions
What are your carriage
Visit our 'Delivery
Info' page for full details.
Why can't I check out?
Probably because of our minimum order values,
which are unfortunately a little bit more complex than the
- £30 - The value of your order must be at least
£30, before carriage and VAT
- 20 sheets of mountboard - If you are ordering
mountboard, there must be at least 20 sheets. This is so we can
fill one of our specially made mountboard boxes and make a sturdy
package that will survive the journey to your workshop. You don't
have to order full packs though.
- £50 worth of moulding - If you are ordering
moulding, there must be at least £50 worth. This is so that there
is enough to make a robust bundle that with survive the journey to
your workshop. You don't have to order in wraps or full boxes
Some other products have their own specific rules - foam centre
boards can only be ordered in full boxes and backing boards are
only available for despatch in 'carriage paid' packs.
If you have any problems, please don't hesitate to Contact Us.
Why am I only being offered 'Trade
Counter Collection' as a delivery address?
Probably because you have a 'collection only' item in your
basket - these include:
- Single sheets of backing board
- 'Nil Glass' cleaning spray.
Unfortunately these items cannot be despatched safely or
Why might the cost of moulding on my
invoice be different to what was on the original
Wood moulding inconveniently doesn't come in standard lengths.
Even within the same batch it can vary between 2.5m and 3.5m. When
you order we ask you to enter the number of metres you want and we
will round up or down to the nearest whole length, which means you
will often get slightly more or less than you ordered, but you will
always be invoiced for the exact amount we send you.
Can I use my Lion Credit Account
Yes - our accounts department will add this facility for you if
you have already have credit facilities. Please click here to contact
them. If you would like to apply for a credit account with us,
When can I expect my
Our standard service is 2-3 working days. Most orders go with
City Link - you will receive a tracking email from them with
details of when to expect delivery, as well as the option to change
the delivery day.
Orders containing moulding go with Tuffnells, who will also send
you an email notifying you of the expected delivery date. As a
trade supplier we use commercial carriers who expect to deliver to
clearly signed premises where there is someone available to sign
for the goods from 9am - 5.30pm.
If you selected Next Working Day delivery, you should receive
the goods the day after you placed the order, as long as it was
before the 1.00pm cut-off time. If you need the goods urgently and
are in any doubt about whether your order was placed in time,
please contact us.
As per our Terms & Conditions, we
cannot accept liability in the case of failure by the carriers to
deliver on any specified day.
What if I am in the Scottish Highlands,
Northern Ireland or UK Offshore?
We try to offer the best possible delivery service to our many
valued customers in Northern Ireland, the Isle of Man, the Channel
Islands and the Scottish Highlands and Islands. See the table of
carriage charges for details. If you are not sure if your location
would count as Scottish Highlands (the definition does vary
between carriers) please contact us. When you place an order the
system will detect whether your postcode is in one of the
For the Isles of Scilly, we charge normal mainland carriage to
deliver to the Isles of Scilly Steamship Company.
What happens if something I order is
out of stock?
When you order online, you should see an accurate representation
of our stock levels online. Occasionally however, there can be
discrepancies. If something you order is out of stock, one of our
senior despatches will telephone you to discuss taking an
alternative item or to ask if you want to wait for the item if it
is due back into stock. Otherwise, we will normally ask you to add
the item to your next order, we do not automatically raise back
What if my goods are
In the unlikely event that your goods appear to be damaged when
they are delivered please write 'goods appear damaged' on the
driver's handheld terminal or docket, and then contact us. If the
condition of the goods means they are totally unusable, please
refuse the delivery and then contact us.
What if I only receive part of my
Sometimes one order can come in several boxes, and carriers
don't always deliver them all together. However, if you are in any
doubt, please get in touch with us.
How do I return something?
We have a very generous returns policy, so that you may buy from
us with confidence. A returns form is included in every parcel, but
if you can't find it please click here to download one.
If you wish to return anything please complete the form in full
giving reasons and enclose with the parcel. Please mark your parcel
'RETURNED GOODS'. This must be done within 21 days of receipt. You
should enclose manufacturers original packaging. Carriage will
usually be refunded if the return is due to some fault of LION.
If your parcel is obviously damaged when you take delivery,
please ensure that you either sign for the goods as damaged or
refuse the delivery altogether. If you find that we have made a
mistake with your parcel, please call us so that we can resolve the
Where's my receipt?
Your invoice will normally be found in a plastic 'documents
enclosed' envelope on the side of your parcel. The only exception
to this is where the invoice and delivery address are
If you need any copy invoices, you can download them from the Account
Can I collect my order from your
Yes. Our trade counters at Birmingham and Lion South are open Mon
- Fri 9am - 5pm. Lion South is additionally open on Saturday
mornings, 9.30am - 12 noon.
You are free to browse around and choose your moulding,
mountboard and sundries. You can also see demonstrations of framing
equipment - but if you are coming specifically for this it's a good
idea to let us know in advance so we can ensure the best people are
around to help you.
Both locations have easy parking and loading, free tea and
coffee and helpful, well informed staff.
If you pay by cash, cheque or credit card at either Trade
Counter, we will usually allow a 5% discount. We reserve the right
not to allow this discount on some items.
You can place an order online to collect from our trade counter,
but due to credit card service provider rules, you will have to pay
for the goods in person, rather than online when you order.