Frequently Asked Questions
How can I pay for my online order ?
You can pay for your online order using debit or credit card. We accept the following payment cards:
- Visa Debit, Delta or Connect
If you are interested in opening the credit account, please contact our Accounts Department on 0121 773 1230 option 2 for accounts.
What are your carriage charges?
Visit our 'Delivery Info' page for full details.
Why can't I check out?
Probably because of our minimum order values, which are unfortunately a little bit more complex than the average:
- £30 - The value of your order must be at least £30, before carriage and VAT
- 10 sheets of mountboard - If you are ordering mountboard, there must be at least 10 sheets. This is so we can fill one of our specially made mountboard boxes and make a sturdy package that will survive the journey to your workshop. You don't have to order full packs though.
- £50 worth of moulding - If you are ordering moulding, there must be at least £50 worth. This is so that there is enough to make a robust bundle that with survive the journey to your workshop. You don't have to order in wraps or full boxes though.
Some other products have their own specific rules - foam centre boards can only be ordered in full boxes and backing boards are only available for despatch in 'carriage paid' packs.
If you have any problems, please don't hesitate to Contact Us.
Why am I only being offered 'Trade Counter Collection' as a delivery address?
Probably because you have a 'collection only' item in your basket - these include:
- Single sheets of backing board
- 'Nil Glass' cleaning spray.
Unfortunately these items cannot be despatched safely or economically.
Why might the cost of moulding on my invoice be different to what was on the original order?
Wood moulding inconveniently doesn't come in standard lengths. Even within the same batch it can vary between 2.5m and 3.5m. When you order we ask you to enter the number of metres you want and we will round up or down to the nearest whole length, which means you will often get slightly more or less than you ordered, but you will always be invoiced for the exact amount we send you.
Can I use my Lion Credit Account online?
Yes - our accounts department will add this facility for you if you have already have credit facilities. Please click here to contact them. If you would like to apply for a credit account with us, please contact us.
When can I expect my delivery?
Our standard service is 2-3 working days. Most orders go with DPD - you will receive a tracking email from them with details of when to expect delivery, as well as the option to change the delivery day.
Orders containing moulding go with Tuffnells, who will also send you an email notifying you of the expected delivery date. As a trade supplier we use commercial carriers who expect to deliver to clearly signed premises where there is someone available to sign for the goods from 9am - 5.30pm.
If you selected Next Working Day delivery, you should receive the goods the day after you placed the order, as long as it was before the 1.00pm cut-off time. If you need the goods urgently and are in any doubt about whether your order was placed in time, please contact us.
As per our Terms & Conditions, we cannot accept liability in the case of failure by the carriers to deliver on any specified day.
What if I am in the Scottish Highlands, Northern Ireland or UK Offshore?
We try to offer the best possible delivery service to our many valued customers in Northern Ireland, the Isle of Man, the Channel Islands and the Scottish Highlands and Islands. See the table of carriage charges for details. If you are not sure if your location would count as Scottish Highlands (the definition does vary between carriers) please contact us. When you place an order the system will detect whether your postcode is in one of the exceptional areas.
For the Isles of Scilly, we charge normal mainland carriage to deliver to the Isles of Scilly Steamship Company.
What happens if something I order is out of stock?
When you order online, you should see an accurate representation of our stock levels online. Occasionally however, there can be discrepancies. If something you order is out of stock, one of our senior despatches will telephone you to discuss taking an alternative item or to ask if you want to wait for the item if it is due back into stock. Otherwise, we will normally ask you to add the item to your next order, we do not automatically raise back orders.
What if my goods are damaged?
In the unlikely event that your goods appear to be damaged when they are delivered please write 'goods appear damaged' on the driver's handheld terminal or docket, and then contact us. If the condition of the goods means they are totally unusable, please refuse the delivery. We cannot usually issue credits if goods have not been signed for as ‘damaged’. No claims will be considered after 28 days.
What if I only receive part of my order?
Sometimes one order can come in several boxes, and carriers don't always deliver them all together. However, if you are in any doubt, please get in touch with us.
How do I return something?
All returns must be made within 28 days of receipt. To arrange the return of goods please visit the ‘Returns’ section of our website and complete the online form. Once you have completed and submitted the form please print a copy and enclose it with the goods. Clearly mark carton ‘GOODS RETURNED’. You can also contact our customer service team who will be happy to email you a Goods Returns Form.
If your parcel is obviously damaged when you take delivery, please ensure that you either sign for the goods as damaged or refuse the delivery altogether. If you find that we have made a mistake with your parcel, please call us so that we can resolve the problem.
Where's my receipt?
We prefer to email your invoices, so if you have chosen to have your invoices emailed please check your inbox. A packing list will be sent with the goods if you have your invoice emailed.
Alternatively, the invoice can be found in a plastic 'documents enclosed' envelope on the side of your parcel. The only exception to this is where the invoice and delivery address are different, in this instance we will post the invoice to the specified invoice address and send a packing list with the goods.
If you need any copy invoices, you can download them from the Account Management page
Can I collect my order from your warehouse?
Yes. Our trade counter at Birmingham is open Mon - Fri 8:45am - 5pm.. We have easy parking and loading, free tea and coffee and helpful, well informed staff.
The best way to collect goods from our trade counter is to place a ‘Click and Collect’ order online. This way your order will be ready for you when you arrive at our trade counter. Please bring the card you paid with or a form of ID. If someone else is collecting on your behalf please notify us of their name and ensure they bring I.D.
If you pre order on ‘Click and Collect’ you will receive a 5% discount on your order. We reserve the right not to allow this discount on some items.
If you prefer not to ‘Click and Collect’ you can visit our trade counter and ask our staff for the goods you need, however we will give priority to any ‘Click and Collect’ customers at the trade counter so you may have a little wait while we prepare your order for you. You will not receive a 5% discount in this instance.
You can also see demonstrations of framing equipment - but if you are coming specifically for this it's a good idea to let us know in advance so we can ensure the best people are around to help you.