Frequently asked questions...

We get it, you're unsure of something..  there are many questions we're asked about our products and services, so we've tried to list the most common questions below.

If you've read through and you're still unsure, then please contact us and we'll do our best to answer!

General questions

Our largest laser bed is 1200 x 800 cm, so in theory for MDF we could go up to that size, however this would be a bespoke order and seperate postage costs would apply. 

For Acrylic, its a slightly smaller maximum size based on the stock types we have. Our maximum standard sizes are listed with the products, but for bespoke items please get in touch.

The thickest material is 6mm..  depending on the product, we've chosen the most suitable thickness for strength and longevity. Some products have all options available, others are limited for those reasons

Our products are all cut from premium quality Medite branded MDF wood. This comes in large sheets, and is cut down ready to process. Medite gives us a better overall finish ready for decoration, and its easier to laser with more consistent results

The process of laser cutting essentially burns its way through the material, which does leave a slight burnt scent. This fades quickly, and is undetectable after painting or finishing

Medite MDF is the premium quality, however we have no control over the raw materials used to manufacture the boards. Occasionally we do reject some sheets prior to cutting, if theres an obvious blemish or fault, but in general the appearance and consistency is excellent

The process of laser cutting is essentially burning, and so the edges of our shapes do have a burnt edge, however unlike many manufacturers we use high pressure air to remove the smoke during the process, meaning most of our shapes are clean across the face of the product.

 As with all manufacturers, times can vary but we aim for 1 - 3 days from order to dispatch. These times can change in line with seasonal variations, such as Christmas & Easter, and its best to check our postage & packaging page for the latest times. In times of high demand, we'll also make announcements via the social sites as well.

Yes, no problem, you can upload your files here, however please be aware that you must agree to our copyright infringment warning prior to sending anything to us.

Many products already have the option to choose none, one or two hanging holes as standard. These are on the items most commonly requested. If your chosen item does not have that option, feel free to get in touch.

We use premium grade cast acrylic for our products. We stock a variety of different colours, finishes and thickness, however the acrylic world is vast and so we can't possibly hold everything. If you have a specific requirement please get in touch and we'll do our best to help!

Returns & Refunds

Your satisfaction is very important to us. All of our items are manufactured to a very high standard using quality laser cutters & engravers. Occasionally however, faults can occur during the manufacturing process, and we aim to rectify those as soon as they are identified. If you consider that the product you have ordered has a manufacturing fault please contact us straight away to discuss. We may require additional details from you to make an accurate assessment of your claim. If a manufacturing fault is found, then either a replacement product or a full refund will be offered. If a refund is to be offered this will be credited within 7 days.

With the occasional exception of excess stock items, we only supply products that are cut to order. We cannot offer returns on items that have been personalised, customised or are bespoke in some way, unless they are found to be faulty under the terms of the quality guarantee above.

Please check your order is correct both at checkout and via the confirmation email you receive after payment, as we cannot accept returns on personalised & customised products if you have made a spelling or other mistake whilst ordering. Many products have a personalisation box to be filled in at the point of order, and there is a special instructions box for your convenience at the checkout stage. We may be able accept returns on standard items within 30 days of sale. The items to be returned must be in their original condition and packaging. Please contact us for our return address. We're sorry but we cannot refund postage costs unless your item is faulty under the terms of our quality guarantee. Sale items, or items sold as seconds, faulty, excess stock or any description other than the original product description will not be eligible for return or refund. We want you to be 100% satisfied with your purchase, so before you get to the returns stage please contact us to discuss your options.