Find answers to the most common questions about our acrylic display cases, including custom sizes, VAT, delivery, EU customs, payment methods, collection and what happens if an item is damaged in transit. If you can’t find an answer here then just contact us.
What happens if the display case is broken in transit?
We pack our display cases carefully to help them arrive safely, but if your order is damaged in transit, please contact us. We will arrange collection and replacement at no cost to you.
I keep trying to order from your website and it will not work. Can I order over the phone?
Yes. Please contact us and we will help you place your order. We would also appreciate any feedback on the issue so we can improve the website for future customers.
Is VAT included in the prices?
Prices shown on our website exclude VAT. Add your items to the cart and select the correct country to see the correct VAT rate for your order.
How much is delivery?
To calculate delivery, add your chosen products to the shopping cart and proceed to the cart page. Delivery options and prices will then be shown based on the default destination.
If needed, update your country, county and postcode to see the shipping options and delivery cost relevant to your location.
I am based in the EU. Will I have to pay customs charges to receive my display case?
We charge the VAT due on your order at checkout and ship orders on a DDP (Delivered Duty Paid) basis. This means the courier pays the correct VAT to customs and we cover that cost on your behalf, helping your order move through customs as quickly as possible.
How do I pay and is it secure?
We offer a range of payment methods. Please see our payment information page for full details. All payments are secure and our website is protected by SSL encryption.
I would like to pay by BACS. Is that possible?
Yes. Place your order through the website and choose BACS / Bank Transfer at checkout. Full bank transfer details are shown on our payment information page and during checkout.
How long does it take for me to receive my order?
Stock size display cases take up to 3 business days to pack and despatch, custom size display cases take either up to 1 week, or up to 3 weeks to ship, depending on the manufacturing time you selected when you ordered.
The transit time depends on your delivery address, UK orders are sent on a 24hr service to most parts, NI and parts of Scotland go on a 2 day service, however if your display case is very large then it will have to go on a 48hr service. Deliveries to Europe take between 3 and 10 business days usually, depending on location and customs clearance.
Please note that we are not responsible for the couriers delivering on time, or for delays in delivery, as that is out of our control.
How do I create an account?
The benefits of creating an account include being able to see previous orders, faster ordering, saved payment details and saved addresses.
To create an account just press the ‘My Account’ button and select to register, or an account can be created while placing an order.
How do I change my shipping address?
To change your shipping address please contact us as soon as possible.
How do I track the status of my order?
After your order has been shipped, you will receive an email with the tracking number, you will also be able to track the delivery on our Order Delivery Tracking page.
Will you keep my credit card information on file?
We do not keep any card numbers on file, your card number may be saved by the payment processor if you select for them to be saved.
We use Stripe and Paypal.
Do you charge sales tax (VAT,TVA)?
We are VAT registered in the UK, so we charge the standard UK rate of VAT to all customers in the UK.
If you not ordering as a company and are based in the EU and order under the IOSS threshold of 150 EUR then we will charge the VAT rate of your shipping address country, this will then be paid to the EU customs upon delivery, you will not have any more money to pay for delivery.
In all other cases we will not charge you any sales tax, but you will have to pay your country’s rate of tax and most likely an admin fee in order for your order to clear customs in the shipping address country.
Do you ship to my country?
We ship to the following countries, Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Hungary, Ireland, Italy, Jersey, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom (UK), United States (US).
Will my items come in one package?
We ship in as few packages as possible, but if they don’t fit in the same package then we will have to split into multiple packages, we also split into multiple packages if the items are shaped in such a way that they may cause damage to each other.
I live nearby, is it possible to collect from you instead of paying for shipping?
Yes it most certainly is, just select the collection option in the checkout and you will not be charged any delivery fees, we will then send an email when your order is ready to collect, but please note that you cannot choose this option and then book a courier to collect from us because your order will be packed for personal collection and not packaged in a box fit to go through the mail or courier system.
How do I pay, and is it secure?
We have many different payment methods, please see our payment information page for full details. All payments are secure, and our site is completely protected by an SSL certificate.
I am trying to order a custom sized display case, but the website says it is too large, what can I do?
If you are looking to buy a custom sized acrylic display case with a modern base or a flat base then these are limited by the fact that they are made from 3mm acrylic. You can change to a wooden base display case instead, which gives much bigger sizes as they can be made from 5mm thick acrylic, as well as 3mm acrylic. If you are already on the wooden base display case page and it says it is too big to make, or you really want one of the 3mm thick display cases made in the bigger size, then contact us, we may still be able to make it.
What is your returns policy?
Our full returns policy can be read on our Returns page.
I received the wrong item
Unfortunately mistakes can happen, rest assured though, we will rectify the situation as quick as possible, we will ship the correct item and have the incorrect item collected from you, there will be no cost to you if we have sent the wrong item.
My order arrived damaged
If your order has arrived damaged then please contact us as soon as possible, including photo’s of the packaging and label, as well as the damage to the product, we will get it rectified.
How do I receive customer support?
The easiest way is using the contact form our full contact details on our contact page.
Can I change or cancel an order after I’ve submitted it?
Stock sized products can be cancelled or changed at any point before shipping, custom sizes can be changed or cancelled at any point before production has started, in either case please contact us as soon as possible. We will need confirmation in writing before amending or cancelling an order.
Can I pre-order an item that is sold out?
You can’t pre-order as such, but you can contact us to find out if it will be, or can be made for you.
Need More Help?
If you cannot find the answer you need, please contact us and we will be happy to help.