Delivery

Delivery Costs

UK - Standard - £7.99+VAT
UK - Midsized - £12.00+VAT
UK - Large+Oversized - £30.00+VAT

Pricing for your order will be calculated at the check out stage once you have entered you delivery address.

Any questions or queries please contact our team at sales@mountingsubstrates.com or
call 01604 497775

Terms & Conditions

A signature is required for all orders that are delivered by our courier services. Someone must be at your delivery address to sign for your parcel between 8am and 6pm, so please send it somewhere it can be reliably signed for. Please note that orders are sent by Royal Mail or by our courier service. Items are usually dispatched  within 2 to 3 working days to UK destinations. Float frame packs, stretcher bars and canvas edge frames are made to order and due to summer holidays are taking around 2 weeks at the moment (August/Sept 2017). Please get in touch to confirm delivery times.  Non UK destinations may take slightly longer for delivery. The delivery method used is based on the size, weight and value of the order.

Orders placed after 3:00pm during the week or at weekends maybe processed and despatched the following working day. Our staff work as hard as they can to get your order to you as soon as possible, please order within plenty of time to ensure you receive well before it is needed.

If an item does go out of stock it will be shipped as soon as possible .Some Items are often shipped individually to stop parcels being oversized and costing more.

Although Orders can be placed all year round they will be picked up, sorted and shipped by our staff on the next available working day.

Exceptions

Some areas of the UK and Ireland are subject to longer delivery times because of their (relatively) remote locations.

We currently do not deliver to outside of the UK and Ireland. If you need items to be delivering to another location please email or call us for pricing. We are currently working on upgrading our service to worldwide deliveries so please be patient.

How do I return an item?

Simply email us at: sales@mountingsubstrates.com with the detail of the fault and we will issue you with a Returns Authorisation Code which will need to be displayed on the outside of the returned package.

All products returned to us will be thoroughly checked by our Returns Department and only then will a replacement or refund be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. You will be responsible for the cost of returning the item. We will refund the returns postage for faulty/incorrect items once receipt has been provided. 

Faulty item received

If the item you received is faulty please use the Returns email address to contact our Customer Support team, quoting your order number, your name and address, details of the product and the reason for return. We will then advise on how to proceed with the return.

If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. Please either enclose a copy of your postage receipt when you return the item so that we can process your refund. Failure to do so will mean your cost of shipping will not be refunded. Your original delivery charge will also be refunded if we cannot replace the item due to deletion or the item being out of stock for a considerable length of time. The complete item(s) (including all parts, accessories, instructions and packaging etc) should be returned where possible. You have the right to return a faulty item within a reasonable period of time. This does not affect your Statutory Rights.

Item damaged in transit or incorrect item received

If the item you received has been damaged in transit or you have received an incorrect item, please use the returns email address to contact our Customer Support team, quoting your order number, your name and address, details of the product and the reason for return. We will then advise on how to proceed with the return.

If you take delivery of a package and the contents have been damaged in transit, or we have sent you an incorrect item, you can return it to us (complete item/s, including all parts, accessories, instructions and packaging, etc.) within 15 days of receipt for a replacement. We will happily refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item so that we can process your refund. Failure to do so will mean your cost of shipping will not be refunded).

For full details of our returns policy please see Terms and condition in the Terms section.