Frequently Asked Questions

We’ve answered some of the most common questions about ordering, delivery, customisation and support below.

You can also browse our Help Centre for product guides, measuring advice and detailed support articles.

If you can’t find what you need, our team is happy to help. You can contact us by sending a message through our contact form, by phone or live chat during office hours.

When will my order arrive?

Estimated delivery times are shown on the product and basket pages before checkout.

As all of our products are made to order, delivery times can vary depending on the material, finish and customisation options selected.

While we always aim to deliver within the estimated timeframe, occasional courier or production delays can happen during particularly busy periods. If there’s a significant delay to your order, our team will do their best to keep you updated.

How will I know when my order has been dispatched?

You’ll receive an order confirmation email and invoice as soon as your order is placed.

Once your order has been dispatched from our warehouse, you will receive another email from your courier which includes tracking details. 

Do you deliver outside of Great Britain?

At the moment, we only deliver within Great Britain.

What delivery options do you offer?

We currently offer our standard economy delivery service.

Our lead times are regularly updated based on current production capacity, so you always see the most accurate estimated delivery date before placing your order.

For more details, please see our Delivery Policy.

Will I need to stay home all day for delivery?

Depending on the courier and service used, tracking updates should provide an estimated delivery window.

If you won’t be home, many couriers can leave your order in a safe place or with a neighbour. Leaving clear delivery instructions can help make the delivery smoother. You will be able to do this by leaving comments using the tracking link provided when your order is dispatched. 

For larger orders delivered via our in-house courier Stream, delivery is kerbside only, so please ensure someone is available to receive the order.

Can I use a different billing and delivery address?

Yes — you can enter separate billing and delivery addresses during checkout.

If you notice your delivery address is incorrect after placing your order, please put your order on hold and contact us as soon as possible so our team can help amend it before dispatch.

Can I collect my order?

Yes — collection is available free of charge from our Sussex workshop.

You can select a collection at checkout. Please wait until you receive your “Ready for Collection” email before travelling to us.

Our collection address is Unit 60, Mackley Industrial Estate, Henfield Road, Small Dole, BN5 9XR.

Collection hours: Monday–Friday, 7am–4pm

Please note our production team takes lunch between 12:00pm and 12:30pm, so where possible we recommend avoiding collection during this time.

We are closed Saturday and Sunday.

In what condition should my order be delivered?

All of our orders are carefully quality-checked and leave our facility protected in a film to help prevent damage. However, in rare cases, items may be damaged during transit.

Whether you notice the damage immediately upon delivery or after unpacking, please follow these steps so we can resolve the issue as quickly as possible:

1. Take clear photos of the damage, including the packaging if possible.
2. Contact us with: 

• • Your order number
  • A brief description of the issue
  • The photos of the damage

If you notice the damage at the point of delivery, please sign for the item as "DAMAGED" with the courier if you are able to. They will then return the item to us so we can replace it for you.

Once we receive your evidence, we’ll review the issue and offer you a replacement, partial refund, or full refund - depending on the severity of the damage and your preference.

How quickly will I receive a reply to my email?

Our Customer Experience Team responds to enquiries throughout the day during office hours.

Response times may vary during busy periods, but we always aim to reply as quickly as possible.

To help us assist you faster, please include your order number and as much detail as possible in your message.

To help us respond as efficiently as possible, we recommend avoiding multiple separate emails about the same enquiry unless you’re providing new information. Our system organises enquiries by most recent activity, so additional emails may affect your place in the response queue.

What are your customer experience opening hours?

Our phone lines are open Monday to Friday (excluding bank holidays) from 9am to 4pm.

Outside of these hours, our team focuses on processing enquiries, responding to emails and supporting existing customer cases.

If you have any queries outside of these times, please contact us here, and we will get back to you within office hours. 

Can I contact you over the weekend?

Our Customer Experience Team is available Monday to Friday during office hours.

If you contact us over the weekend, your enquiry will be picked up during working hours of the following week. 

Can I contact you through social media?

Our social media profiles are managed by our Marketing Team, whose primary role is to create and schedule content that promotes our products and services. While they do their best to respond to general queries, they are not part of our Customer Experience Team, so they are not equipped to handle order-specific or complex queries.

The team is available Monday to Friday during office hours, so if you message outside working hours, there may be a delay in response. You may still see new posts during this time - that’s because we use a scheduling tool to plan our content in advance. This doesn’t mean we’re ignoring your message!

For the quickest and most accurate help with orders, deliveries, or any product-related issues, we strongly recommend contacting our Customer Experience Team directly via our contact us form.

Can I make changes to my order after placing it?

If your order hasn’t yet entered production, changes or cancellations should still be possible. Once an item has entered production, no further changes to the items or quantity can be made due to the bespoke nature of our products and services.

To request an amendment:

1. Log in to your account
2. Go to “My Orders”
3. Select “View Order”
4. Click “Amend/Cancel” to place the order on hold
5. Add details of the changes you’d like to make

Once your order is on hold, a member of our Customer Experience Team will review your request and contact you.

Please see our help centre article for more detailed instructions on how to put your order on hold.

Can I cancel my order?

As all of our products are made to order, production can begin quickly after an order is placed.

If your order hasn’t yet entered production, you may still be able to request a cancellation by placing the order on hold through your account.

Once production has started, cancellations may no longer be possible due to the bespoke nature of the products.

If you need help, our Customer Experience Team will always do their best to assist.

What happens if there’s an issue with my order?

We take great care to ensure every order meets our quality standards before leaving us.

If there’s an issue with your order, please contact our Customer Experience Team with:

• Your order number
• A clear description of the issue
• Photographic evidence
• Details of which item(s) are affected if your order contains multiple products

Damaged Items

If your order arrives damaged, this must be reported within 24 hours of delivery.

Please include clear photographs of:

• The damaged item(s)
• The packaging

Incorrect Items

If we’ve supplied an incorrect item, this must be reported within 365 days of delivery.

Once verified, we’ll arrange a replacement free of charge.

Please provide photographs of the item so our team can investigate the issue. If the problem relates to measurements or sizing, we’ll require an image of the product against a steel tape measure to confirm the dimensions supplied.

For further details, see our Returns Policy.

Can I return an item after installation?

As our products are custom-made to your specifications, we’re unable to accept returns once products have been installed.

We always recommend checking your order carefully before installation to ensure everything is correct.

Do you offer trade discounts?

Yes — for larger projects or bulk material orders, please visit our Trade page for more information about trade pricing and account options.

Can acrylic be installed behind a hob?

Acrylic should not be installed behind gas or standard electric hobs.

If installing behind an induction hob, we recommend leaving a minimum gap of 50mm between the hob and the acrylic.

For areas exposed to higher heat, we recommend choosing one of our glass splashbacks.

Do you install any of your products?

We currently supply products only and do not offer installation.

Many of our products are suitable for competent DIY installation, and we provide guides and templates to help with measuring and fitting.

What tolerance do you cut to?

We cut to a tolerance of+/- 1mm. 

What is the largest sheet size available?

Maximum sheet sizes vary depending on the material selected.

You can find the maximum available dimensions listed on each product page during configuration.

Can you cut custom shapes?

Yes — we can cut a wide range of custom shapes in wood and acrylic.

For more complex designs, you can upload a drawing or cut-ready file during configuration.

How do I measure for cutouts?

If you require shapes to be cut out from your items, you can configure this just by using the order form in the store. After selecting either Rectangle or Circle, insert the dimensions of the hole to be cut, and its position (measured from the sides of the piece to the sides of the cutout - not the center for circles).

For more complex cutouts, you will need to provide a diagram with clearly marked dimensions, or a ‘cut-ready file’. Choose ‘Uploads’ for cutouts, select how many cutouts are needed, and then add your file.

What’s the difference between acrylic and Perspex®?

Perspex® is a brand name for acrylic sheet.

What’s the difference between acrylic and polycarbonate?

Polycarbonate is generally more impact-resistant than acrylic.

You can read our Acrylic vs. Polycarbonate guide for a more detailed comparison.

Can I cut acrylic sheets myself?

While it is possible to cut acrylic sheets yourself, we do suggest that you request it cut-to-size before ordering, as we can expertly and safely meet your requirements.

We use a variety of tools here at Cut My, including saws, routers and lasers, and our staff have plenty of safety equipment and knowledge of the correct techniques for cutting acrylic sheets for a professional, accurate finish.

If you must cut acrylic sheets yourself, you will need a skill saw with an acrylic blade or a router. Suitable tools and safety precautions are essential to help avoid cracking or chipping. We cannot accept a return or accept responsibility for any damage to the product if you have made cuts to the acrylic yourself.

How many fixing holes do I need in acrylic when I am installing it onto something?

For smaller sheets, one fixing hole per corner is usually sufficient.

For larger sheets, additional holes may help provide better support.

Can I choose the grain direction for wood?

Yes — grain direction can be selected when configuring your product.

Please note that selecting a preferred grain direction does incur an additional cost.

What's your standard radius corner?

All items are cut square as standard unless rounded corners are selected.

Rounded corners start from a minimum radius of 5mm.

Internal cut-out corners have a fixed radius of 3mm.