Frequently Asked Questions
Why didn't you respond to my chat message?
I am a one man operation and do try and respond to each chat message as soon as I can. I might be driving, at the post office, eating my lunch or other such seemingly mundane tasks. When you leave a chat message, if you don't leave an email address or you have not registered, subscribed or become a site member, all I see is a chat message from 'visitor ####'. I don't see what page or item you are looking at and if you log off without leaving an email address than I cannot respond once you leave the site. I have my 'Official' office hours but I may answer messages outside of these times if I am not busy - no guarantees - even if the chat service is active.
Where do you ship to?
As it says on our Home Page, 'We ship to most Countries' - in the Cart you will be able to use the location drop down list. If your country isn't covered, just drop us an email and we will do our best to help.
Do you sell 'x' or 'y' and is my item in stock?
Again, as it says on every page of our site, 'We only sell what you can see' and 'All items which can be added into the Shopping Cart are In Stock' - if you cannot select your item/variation such as colour or size then it is out of stock - there may be an alternative (screens) to the preferred choice. For new design items I will post updates on the individual product pages. These are the latest updates and individual chat messages will not reveal any extra info.
When will you have my item in stock?
Some items required us to bulk order and this can cause delays in lead times for supply. If you want a specific item urgently then email us and we will do our best to help. Most items are always in stock but some screen variations may sell out quicker than others. It would be unusual to wait longer than two weeks after an initial inquiry.
My item has not arrived - I'm not happy with the delay!
We ship most products via Royal Mail First Class (Priority) mail and our screens are sent via a courier. There can be delays and we have to wait 30 days to file a 'lost item' claim. We ask our customers to give a few days extra to allow for such delays - particularly at Christmas and UK Bank Holidays. If your item has not arrived then please understand, it is completely outside our control. We are just like you ... at the mercy of the mail system. We have only experienced 2 lost items in the last year and one item to USA took 31 days even though it was shipped 'Priority Mail'. Also, please be aware that international orders may be delayed by Customs officials etc. Screens to Aus, NZ and USA/Can will take up to 10 working days (2 weeks) to arrive but most goods shipped within UK should arrive within 2 working days.
I have changed my mind and I don't want my item.
Please see our policy for return of goods on the Home page. Essentially, Items returned MUST be in their original packaging and in an 'as new/unfitted' state. If we cannot resell it 'as new' then you may be charged a small amount to reflect this. Previously, items have been returned with obvious marks and damage and we can no longer offer a full refund in these cases. If in any doubt then please contact us for further advice.
How much is shipping for my item?
All items are classed by a weight system and as such we try and calculate whether an item is a large letter, small parcel or medium parcel etc. If you buy multiple items, the shopping cart will usually add the weights and calculate shipping accordingly. In some cases, this calculation can be wrong and you might initially be overcharged. Also, on some occasions, we can reduce the total cost by using smaller or lighter packaging. In these cases we will inform you prior to shipping and then refund any excess shipping charges where applicable via your original payment method.
I don't have a PayPal Account.
You can still checkout using PayPal "as a guest" with your credit or debit card.
Do you offer discounts?
We try and keep our prices as low as possible by sourcing the very best products already discounted and then passing that onto our customers at source. We do sometimes include freebies or 'surprise discounts' for large value orders by way of a refund but these are surprises so please don't be offended if you don't get a discount. We also cap prices on shipping to Aus, NZ, USA and Canada. Other countries can also be included as and when excessive 'volumetric shipping' is involved - such as with screens.
Which screen do you recommend?
All our screens are a 'flip-up design'. The actual height of the screen (20 or 21 inch for the ST1300 and 20 or 22 inch for the ST1100) is a very subtle difference. The screen is angled so the physical height difference is less than stated. The Wide and Extra Wide versions (ST1300) are purely down to customer choice. The vast majority of our customers can use the screen on its lowest setting and not have to raise it during use. In extreme wet weather and particularly at slower speeds, you will still get wet to some degree but the flip up will carry most of the wind and rain well above your head. We have only ever had two screens returned due to size issues - we have sold over a thousand screens! Our Light Grey Screens are absolutely suitable for all lighting conditions and pose no problems to visibility at all.
What info do you keep about me?
Our website provider (Wix) control all our GDPR policy and if you subscribe to our mailing list or join our site then we are notified of your email address only. When you place an order, we obviously receive your address and phone number(s). If at any time you wish us to declare or delete what info we have relating to you then just email your query and we will tell you or delete that info as required.
Can I visit your shop?
I work from home but yes, you can certainly visit but it is best to call or email ahead and check that I will be home. The contact details are on the site.
Any other questions?
If you would like to see other questions added to this list then email us and we will do our best to accommodate your request.