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Frequently Asked Questions
How can I pay for my online order?
You can pay for your online order using debit or credit card. We accept the following payment cards:
- Visa Debit, Delta or Connect
If you are interested in opening a credit account, please contact Shane in our Accounts Department at firstname.lastname@example.org.
What are your carriage charges?
Visit our Delivery Info page for full details.
Why can't I check out?
Probably because of our minimum order values, which are as follows:
- £50 - For non-UK mainland addresses, the value of your order must be at least £50, before carriage and VAT. There is no minimum order level for deliveries to UK mainland addresses.
- 10 sheets of mountboard - Mix and match from all the mountboards and other sheet materials. You just need to order a mixture of at least ten sheets in total. Our packers will slide them all snugly into our specially designed cartons and despatch them to your workshop.
If you have any problems, please don't hesitate to Contact Us.
Why might the cost of moulding on my invoice be different to what was on the original order?
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 to the nearest whole length. This means you will often get slightly more than you ordered, but you will always be invoiced for the exact amount we send you.
Can I use my LION Credit Account online?
Yes - our accounts department will add this facility for you if you have already have credit facilities. Please email email@example.com.
When can I expect my delivery?
Our standard service is 2-3 working days. Most orders go with DPD - 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 and larger goods go with DX Freight, 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 delivery info 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 exceptional areas.
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 orders.
What if my goods are damaged?
When you receive a delivery, check and count the parcels. If there is any sign of damage, write 'Goods appear damaged' on the handheld terminal or delivery sheet.
Claims for shortage or damage must be submitted via this form within 7 days of receipt.
What if I only receive part of my order?
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?
All returns must be made within 28 days of receipt. To arrange the return of goods please visit Returns and complete the online form.
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 problem.
Where's my receipt?
We prefer to email your invoices, so if you have chosen to have your invoices emailed please check your inbox and junk folders. A packing list will be sent with the goods if you have your invoice emailed.
Alternatively, the invoice can 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 different, in this instance we will post the invoice to the specified invoice address and send a packing list with the goods.
If you need any copy invoices, you can download them from My Account.