Help & FAQ’s

Help

Making a purchase could not be easier. Choose the products you wish to purchase by browsing the website using the product categories or search facilities, and add any items that you wish to buy into the shopping trolley.
As you add each item to your trolley, you will see the shopping trolley (at the top right hand side of the page) re-calculates the total. You can easily edit or delete items from your shopping trolley by clicking on the ‘Your Shopping Trolley’' icon (at the top right hand side of any page) at any time.
After you have finished your selection, click on 'Checkout'. If you are a new online customer you will need to create an account, so we will ask you for a few details on a secure online form, which we will need to complete your order.

If you are an existing online customer you will just need to confirm your email address and password to proceed.
When you place an order online with this site you are making an offer to buy goods. We will then send you an email acknowledging that we have received your order, confirming the contents of the order and the expected despatch date.

If you have any problems at all with the site or would like some help or advice, just click on the contact us link, call us on 01494 434 865 or email support@practicalsurfaceware.com

FAQ’s

Q. How will I know if my order has been received?
A. You will receive an acknowledgement email shortly after placing your order.

Q. How do I get a VAT receipt?
A. An invoice will be sent with the goods, which confirms the price of the goods the VAT and Carriage charge. Please keep in a safe place, in case you need to return anything.

Q. What is the VAT rate used on the Practical SurfaceWare website?
A. All prices displayed online will include the current VAT rate which is now 17.5%. The VAT rate and charge will appear on your delivery invoice. Orders sent outside of the EU will be VAT exempt and always subject to a postage and packing charge.

Q. When can I expect to receive my order?      
A. We aim to deliver your order within 2-3 working days of order, however in a lot of instances your order will be delivered next working day. Please see the ‘Delivery & Returns’ page for full details.

Q. Is the site secure and is my payment protected?

A. Yes, Protx is our payment service provider.  Thousands of businesses outsource their transaction security to SagePay (previously known as Protx). It is their top priority to ensure that transaction data is kept secure at all times.  Click here for more details.

Q. What should I do if my credit card is refused whilst ordering?
A. You will need to contact your credit card provider or use an alternative method of payment.

Q. When will the money be taken out of my account?
A. We only charge your credit or debit card with the goods and carriage when they are despatched and we charge only the value of the goods and carriage, which are sent.

Q. By which method can I make a payment online?
A. We accept all major credit / debit cards.

Q. Can I pay for goods by cheque?
A. We do accept cheques for orders from within the UK and in British Pounds only, the goods will be despatched when we have received a written confirmation of the order and the cheque has been cleared. Please put your name and address details on the reverse side and send it with your order.
Please call our helpline if you need help to place the order: Tel 01494 434 865, or use the contact us form on the site. If you are ordering from a country outside the UK, please contact us first to get a postage and packing quote.

Q. If part of my order is out of stock, do I need to pay extra for another delivery?
A. We will email you to offer you the option of either waiting until the whole order is complete or accepting the immediately available goods. You will not be charged for the subsequent deliveries.

Q. I have ordered a special length of fabric from the ‘By The Metre’ section, will the delivery take longer? 
A.  We ask customers to allow 2 extra days for delivery of custom cut fabrics, if you think you have made an error in your order please let us know by telephone or email as soon as possible. These products are unlikely to be resold due to the individual nature of the orders and so they are not covered by our standard returns policy. Please see the ‘Delivery & Returns’ page for full details.

Q. I have been given a special promotion offer code, where do I put in the code?
A. When you reach the checkout, you will see a box to complete with your special offer code.  Once the code is accepted, your shopping trolley total will be amended to reflect the special offer.

Q. Will I be charged a customs duty charge?

A. If the delivery address is within the European Union you will not be charged any customs duty on your goods, as you will pay VAT on the goods at the time of purchase.

If the delivery address is outside of the European Union, you may be charged customs duty on your goods. If you do receive a customs charge, and this varies depending on the country and total value of the goods, it is the responsibility of the purchaser to pay the charge at the time of delivery.

Q. How do I return goods for an exchange or refund?
A. Please see the ‘Delivery & Returns’ page for full details.