Frequently Asked Questions

Product Queries

What tolerance do you cut to?

We cut to a tolerance of +/- 1mm. Tighter tolerances can be agreed upon under arrangement.

Can I determine the grain direction for wood?

You can. When ordering your wood, select the direction of the grain. A preference for grain direction will incur a cost added to the total, excluding delivery.

Can you cut any shape into plastic or wood?

We can cut any shape into acrylic or wood.

What's your standard radius corner?

Everything is cut square unless specified otherwise (if you have selected rounded corners). The default selection is a minimum value of 5mm. The internal corner radius on cutouts (non adjustable) is 3mm.

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.

How many holes do I need in my acrylic if I am installing it onto something?

One per corner should be sufficient for smaller pieces. You might want to consider an extra hole in the middle of your sheet if it is larger.

Can I cut acrylic 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. If you must cut acrylic sheets yourself, you will need a skill saw with an acrylic blade or a router to prevent chipping. If you cut our acrylic yourself, we cannot accept a return or accept responsibility for any damage to the product.

What's the difference between acrylic and Perspex?

Perspex is a brand name. It is the same as acrylic.

What's the difference between acrylic and polycarbonate?

Polycarbonate is a stronger alternative to acrylic. Take a look at our Acrylic vs. Polycarbonate guide for more details.

What is the largest sheet size you can cut to?

Each material has a maximum sheet size which can be found under the height and width of the sheet.

Do you offer bulk order discounts?

For large orders (multiple boards of material), please head to our trade page for more information on how to enquire about pricing and purchasing.

Delivery and Shipping

Why is my order late?

While we endeavour to ensure your item arrives within the specified time frame, unforeseen delays may occur affecting shipping or manufacturing. In this instance, we will strive to communicate any delays to you, such as through the use of a banner at the top of the page which would provide further details.

Can my delivery and billing address be different?

You can have different addresses for billing and delivery. You can pick different addresses whilst checking out. If you notice the shipping address is incorrect, please get in touch as soon as possible.

Can I collect my order?

You are more than welcome to come and pick your order up from us at no cost to you. You can select this option at checkout. We’ll let you know when your things are ready, our collection address is Unit 60, Mackley Industrial Estate, Henfield Road, Small Dole, BN5 9XR.

Our opening hours for collection are:

How will I know if my order has been dispatched?

You will receive a confirmation email when you place your order. We will email you again with your invoice when your item has been dispatched from our warehouse. Where possible, this email will include the courier’s tracking details.

Will I have to be in all day?

Depending on how your order is being delivered, we may be able to give you a window for delivery via the courier tracking number. If you are unable to be at home for the delivery, our couriers will try to leave your order somewhere safe, or with a neighbour. If you are not going to be in, a clear note on the front door really helps the couriers.

For large orders delivery is to kerbside only so please bear this in mind if you're not going to be available on the day of delivery.

In what condition should my order be delivered?

While all orders are made to a high quality and leave our shipment facility in a protected film, if your order appears to have been damaged in transit, please sign for it as DAMAGED and contact us within 24 hours with a description of the fault, and photographic evidence.

Do you deliver outside of Great Britain?

Currently, we do not provide any deliveries outside of Great Britain.

What is your normal delivery timescale?

Our normal delivery timescale is 3-7 working days. Though, we also provide faster delivery options if required.

Can I pay for faster shipping?

You are able to pay for a faster shipping option. Our lead times can range from 7 working days to Next Day Delivery depending on your requirements. You can select your option at checkout, which will add the calculated costs accordingly. For more details please see our Delivery Policy.

Is there a small order fee?

To allow us to continue to provide a fast and efficient service, we have a minimum order value that varies depending on the size of the order and the courier required to deliver it to you.

Contact and Communications

I have messaged you on social media/commented on your post, but you haven't replied. What should I do?

We're so sorry! Thank you for reaching out to us on social media. We apologize for any inconvenience caused by our delay in responding to your query. Please note that our social media accounts are managed by our digital marketing team, who are primarily responsible for promoting our brand and products. If you have a question regarding your order, we highly recommend that you reach out to our customer experience team directly. Our customer experience representatives are best equipped to assist you with any issues related to your order, you can contact them here.

I need help on the weekend, can I still reach you?

Unfortunately, we are not open on the weekend. To make sure we support you as quickly as possible you can contact us here and we will address it when we return on the next business day.

I’ve tried ringing. Why isn’t anyone answering my call?

Our phone lines are open between 9am and 5pm Monday to Friday. If you have any queries outside of these times then please contact us here and we will get back to you within office hours. We're currently prioritising emails based on urgency to ensure those most in need get timely assistance.

I’ve emailed you. Why has no one replied yet?

We apologise for the wait, however, we respond to emails throughout the day, and may not have gotten to your query yet. As such we ask that you have patience with us as we aim to respond to you as soon as we are available to do so.

Returns and Cancellations

How do I cancel my order?

Unfortunately, due to the goods we provide being customised and made to order, we are unable to cancel or refund any order once it has been processed. For this reason, we ask that you check all orders are correct before placing them.

I've installed it, but am unhappy, can I get a refund?

Once our products are installed, we are unable to accept a return.

My item arrived faultily, how do I get a refund?

While all orders are made of high quality, if your order does arrive faultily, please sign for it as DAMAGED and contact us via our contact form within 24 hours with a description of the fault, and photographic evidence.

Can I change my order after it's been placed?

We cannot make amendments once your items have gone into production. Until your order goes into production, there is still time to amend or cancel it by putting it on hold. Simply log in or create an account and head to the "My Orders" area. Click "View Order" and then select "Amend/Cancel". Your order will be put on hold and our Customer Experience team will be in touch shortly to confirm your amendments.

Installation and Fitting

Can I put acrylic behind a hob?

You are unable to fit acrylic behind a hob if your hob is gas or electric. If you are fitting it to an induction hob, you will need a gap of 5cm between the hob and the acrylic.

Do you fit the acrylic?

We do not fit the acrylic sheeting we provide. We do provide some templates which should help you to take your measurements. The acrylic is easy to install by any competent DIYer.

I've installed it, but am unhappy, can I get a refund?

Once our products are installed, we are unable to accept a return.