The following FAQ's should answer many of your enquiries- please read before emailing us about ordering any website items or custom made items
General Information- pricing, payment, turnaround & delivery.
Prices of smaller mounts are based on the external size. So this is why we may quote you the same price for different sized mounts.
CUSTOM MOUNTS AND MULTI APERTURES
(multi windows/apertures are 20p to 50p each depending on the shape required and whether the windows are same size, or individual sizes - this is based on the setting up time for your job -as a guide, 20p each per aperture for rectangles/ovals etc the same size or in an array like cigarette/tea/collectors or gum cards)
Larger mounts normally require more packing and have to be sent by carrier, so small quantities of large mounts have to be charged the carriers rate for delivery, £8.
PAYPAL & ONLINE CARD PAYMENTS - EMAIL INVOICE
we can invoice you by email from which you can pay by credit/debit card / PayPal securely online (We do not see or need your card details, and find this is very secure and you also recieve buyer protection from our card processors/Paypal). Just ask us to "send an email invoice".
CHEQUE PAYMENTS BY POST
You can also pay by cheque or Postal Order and order by mail, using the form provided for printing out on our website home page, and posting it to us, you can use whichever method is most convenient for you, online or by post.
We can also accept credit card or debit card payments by telephone, but only after the order has been placed and confirmed in writing (by email), or is a repeat order. This avoids any misunderstandings.
For security we CANNOT accept any credit card details in email, for your own security please note that we will never ask you to email credit card details.
As soon as payment is processed (online is normally instant payment) your job goes onto the next working day's job list.
We try to do all jobs in the order which they are recieved in the workshop.Normal turnaround on mounts in stock mountboards is currently 1 to 4 working days, (monday to friday) and for custom frames and special mountboards or custom colours ordered in for your job up to 7 working days before despatch. If your job is urgent, please let us know, preferably by telephone (see below).
Smaller/lighter orders are normally sent quickly by post, and heavier/larger or bulk orders are usually sent by carrier "next working day delivery" service, (which excludes weekend deliveries) and is signed for. This is also trackable online, and if requested we will give you a confirmation email and consignment/reference number when your item(s) are despatched.
Heavier/larger orders to Highlands and non-mainland UK are usually sent by alternative carrier (city Link or Amtrak)without surcharge but may take a day longer.
GETTING IN TOUCH:
Due to the huge number of email enquiries we get, I have had to cut and paste in some general information, but if I can be of more help, for speed and convenience, please email me directly at email@example.com
At particularly busy times we do have to press on with the orders and jobs first, and there may be a delay in responding to emails. Some genuine emails inexplicably end up "spammed" by our ISP or mailwasher, and when it is very busy online there is not enough time to answer everyone as quickly as we would like to. Please check your "junk mail" or "spam" folder in case our reply has been sent there by your mail client. Some corporate and academic ISPs might block emails unless you have us added as a "friend" or "contact" or if we are not in your address book.
We try and provide the same service to our online customers as our shop counter customers, so if you have not heard from us and if you urgently need to change an order, or get in touch Please don't hesitate to phone the shop 01736 330 887 monday to friday 10-5 or saturdays 10-1.Our telephone is not answered outside of "shop hours" when the shop counter is not staffed, but we will probably still be working in the workshops on our customers orders.
If we ask to phone you back, this will be because the shop is also full of customers, but we will do so as soon as possible.