Below is a list of questions we are asked most frequently. If you have a question that is not covered by our responses below, please email our sales department
or leave a message on our noticeboard
. We also welcome any comments about our site or products.
Is this site secure for ordering?
Yes! There are two ways to check if our site (or anyone else's for that matter) is secure. Once you get to the secure section of the site (the part of the ordering section where you enter your payment details) look at the web site address at the top of the screen. It should start with 'https' (non-secure pages only start with 'http'). Also, either at the top, or the bottom of your screen (depending on your browser) a little padlock icon will appear on secure pages.
I've sent an email enquiry but not had a response. Why?
We work very hard on providing good customer service and it is a point of pride with us to try to respond to every email we receive within 48 hours maximum (if not before!). Some emails, although extremely few, simply go missing - either your enquiry did not reach us, or our reply did not reach you. If you have spamkillers and firewalls set up on your email account, sometimes genuine emails like ours do not get through - even if it is a direct reply to your original email. We have the most problems with aol and hotmail addresses. If you have not had a reply to your enquiry within 2 days, please email us again and provide us with alternative contact details such as an address or phone number so we can try to get back to you by other means. Or, check your spam file, our response may be sitting there. Our full contact details, including phone numbers and our address, are in the contacts details
section of our web site. Please note that our office hours are 9:30-5:30 Mon-Fri UK time (GMT/BST) excluding weekend and holidays.
I'm trying to place an order but when I get to a certain point, I cannot get any further. Why?
If ever you encounter a problem using our site, please, please, please send us an email
with full details. Web sites are configured in different ways and we try and make ours as user friendly and compatible with servers, browsers and your computer as possible. But each server/browser/computer etc. is different. If we do not know about the problem then we cannot fix it or help you through it.
How long does shipping take and what's the cost?
We ship worldwide. To keep our shipping charges extremely low, we use standard postal services for standard shipping. Shipping times vary depending on where you are. We aim to dispatch your order within 2 days of receiving it. UK orders go by 1st class, shipping is free, and this should take 1-2 days to arrive. Orders to the rest of Europe go by airmail, shipping is a flat fee of £5.00 and shipping time usually takes 3-5 working days. Orders to the rest of the world also go by airmail, shipping is a flat fee of £7.00 and shipping time is usually 7-10 working days. We can also send orders by express (courier). Prices vary depending on destination and size of order. You can select this option when you order and you will be emailed with the exact charge for your approval before we dispatch.
Do you have a paper catalogue?
I am sorry, we no longer produce a paper catalogue. All our stencils are listed on our website. We do produce a CD Rom catalogue which has most, but not all of the range. The CD Rom also has about 180 colour photographs on it for inspiration.
Are your stencils protected under copyright? Can I use them on items that I sell?
All our stencils are protected under copyright. If you are interested in purchasing stencils to use on items that you then sell, then you must contact us before ordering and talk to us about what you want to do.