Delivery and Returns

Delivery Costs

If you are based in Northern Ireland, the Scottish Highlands, Europe or ROW, please contact us for a bespoke delivery charge.

If you are based in mainland UK, please use the prices below to determine your delivery charge.

UK - Standard - £7.99+VAT
UK - Midsized - £12.00+VAT
UK - Large+Oversized - £25.00+VAT

Pricing for your order will be calculated at the check out stage once you have entered you delivery address.

Any questions or queries please contact our team at sales@mountingsubstrates.com or
call 01604 497775

Delivery Terms & Conditions

  • A signature is required for all courier-delivered orders. Please ensure someone is available to sign for the parcel between 8 am and 6 pm.

  • Orders are dispatched via Royal Mail or our courier service, depending on size, weight, and value.

  • Dispatch Times:

    • Stock items: Usually dispatched within 2-5 working days (many are sent next-day).

    • Float frame packs, stretcher bars, and canvas edge frames are made to order and typically dispatched within 5-7 working days. Contact us for exact lead times as these may be improved.

    • International orders may take longer.

  • Orders placed after 3:00 pm or on weekends may be processed the next working day.

  • If an item goes out of stock, it will be shipped as soon as possible. Some items may be shipped separately to prevent oversized parcels and reduce costs.
    If this is the case we will get in touch.

  • Orders can be placed all year round but will only be picked, processed, and dispatched on working days.

  • Exceptions: Some remote areas of the UK and Ireland may experience longer delivery times.

  • Our website currently calculates shipping for the UK. For deliveries outside these areas, please contact us via email or phone or here.

Returns & Refunds

How to Return an Item

To initiate a return, email sales@mountingsubstrates.com with details of the fault. We will issue a Returns Authorisation Code, which must be displayed on the outside of the returned package.

  • All returned items are checked by our Returns Department before a replacement or refund is processed.

  • Returns are usually processed within 7 working days of receipt.

  • Refunds will be issued via the original payment method.

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect. In such cases, we will refund postage once a receipt is provided.

  • Please note that some returns may be subject to a 10% restocking fee.

Custom-Made Items

Custom-made items that are specifically manufactured to your order requirements and therefore cannot be returned or refunded unless they are faulty. If a fault is found, please follow the faulty item return process outlined above. These items include but are not limited to Photo Blocks 18mm - rectangle, Photo Blocks 18mm - square, Canvas Edge Frame - Contemporary and stylish method of canvas print presentation. , Float Frame Packs 30mm with 5mm White Self Adhesive Foam Board and Canvas Edge Frame 'Duo Pack' complete with a Stretcher Bar Frame'

Faulty Items

If you receive a faulty item, contact our Customer Support Team via email with the following details:

  • Order number

  • Name & address

  • Product details

  • Description of the fault

If the fault is confirmed, we will cover return postage costs and issue a replacement or refund. Refunds include the original delivery charge if a replacement is unavailable.

Damaged in Transit or Incorrect Items

If your order arrives damaged in transit or you receive an incorrect item, please contact our Customer Support Teamwithin 15 days of receipt. Include your order details and a description of the issue.

  • The item(s) must be returned in original condition, including all parts, accessories, and packaging.

  • We will cover return shipping costs for damaged or incorrect items. (Proof of postage required for reimbursement.)

 

 

Important Notices

  • While we strive to keep pricing updated, we reserve the right to contact customers before order processing if there are any pricing discrepancies.

  • In such cases, we will offer a solution, which may involve an adjusted price or a full refund.

  • We apologise in advance for any inconvenience this may cause.

For any questions or concerns, contact our team:

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