Tel: 029 20 360 118
Office Opening Hours
Monday - Friday -9.00am - 5.00pm
For more information on products and services please contact us:
Registered Address: Unit 10, Lamby Workshops, Lamby Way, Cardiff, CF3 2EQ
Registered Company Number: 07386109
VAT Number: 998768319
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Frequently Asked Questions
Please take a moment to read through the FAQ’s below, if you still cannot find your answer here please contact us.
When will my item be dispatched?
We aim to dispatch within 1 working day (Monday – Friday) once payment has been received in full.
When will I receive my parcel?
The delivery aim for the standard shipping rate is an estimatedn 3-4 working days.
The delivery aim for the Express delivery is 1-2 working days
Orders placed before 12 noon are accepted the same working day.
Parcels will be dispatched using a tracked courier service.
Please allow extra delivery time around public holidays, during periods of bad weather and to destinations outside mainland UK.
General Delivery; A dated proof of postage is obtained by us on every parcel sent. The actual delivery time and date of your parcel is dependent on the courier meeting their aim. We accept no responsibility for the actions of the courier and do not guarantee delivery times. If you are worried that your parcel may have become lost in transit, please contact our sales team via firstname.lastname@example.org The customer is responsible for providing a correct address where person of suitable age is available to sign or receive a package between the hours of 8am and 8pm. If the courier is not able to deliver your parcel due to there being no suitable person available to receive the parcel, it will be the customer’s responsibility to arrange re-delivery or collection from their courier’s closest depot. If a parcel is returned to us a reposting fee will need to be made by the customer.
The item I received is not the same colour as the listing?
Items sold by Retail Acrylics may be supplied complete with coloured protective film which can be green, blue, white, or misty in appearance. Once the protective film is removed the true colour of the item can be seen.
My items have not arrived?
f your parcel has not arrived after 7 working days from making payment please notify our sales team via email@example.com Delivery times are estimated, please allow reasonable extra delivery time for our couriers during peak periods such as Christmas, Bank Holidays and during times of severe bad weather
My items have been lost?
In accordance the couriers terms and conditions the courier may contact you to validate your claim. Please action any request from the courier so to not delay the claim process, failure to respond to the courier’s requests may result in the claim being voided. If the claim is accepted we can either refund the purchase price of the goods or resend your parcel by a recorded or tracked delivery service at your request. Please note: Retail Acrylics reserves the right not to refund or re-send replacement item(s) until the relevant courier has accepted the claim.
My item has arrived damaged?
If your item has arrive damaged, you will have to inform us in writing within 24 hours of receiving your parcel. We can accept no responsibility for damaged items thereafter due to our courier’s terms and conditions. We will require photographs of the damaged item(s) and damaged packaging to be emailed to firstname.lastname@example.org as proof of the damage in order to make a claim against the courier. Please note: You will be required to keep the damaged item(s) and packaging so they can be inspected by the relevant courier, failure to do this will void any claim.
I want to return my item?
Goods will be accepted for return only with our prior consent. You must inform us of your decision to return your order in writing within 7 working days of receiving your parcel. Any goods returned is at the cost of the Buyer. Refunds are given once the item(s) are safely returned to the seller in new condition. Only the product cost of the item(s) will be refunded. There is a restocking fee of 30% of the product price with a minimum of £10.00 on all returned parcels. Customised or non-stock Goods shall not under any circumstances be accepted for return.
I have sent an email but haven’t received a reply?
Due to a high volume of emails and telephone calls received we cannot guarantee an instant response. Please check through all of our FAQ’s before emailing. If you cannot find the answer you require, please email us and allow at least 48 hours for a reply, or telephone us between 9am and 5pm for an immediate response.
The dimensions of an item are unclear?
Please review the information within the product listing they include the product dimensions. If you cannot find the information you require please contact us.
I have seen an item that I require but in a different size?
Please call or email us to discuss your requirements, we design and manufacture all our items in house and should be able to supply the item in the size you require. please contact our sales team via email: email@example.com