Delivery Policy
Delivery method.
We reserve the right to choose the delivery method for your order. Typically, small orders are sent via Royal Mail with larger orders being sent via DX.
Most products are placed in a cardboard tube which is often too large to fit through a letterbox. We send all items recorded and therefore will require a signature upon delivery.
We offer free delivery on all orders over £100 (VAT Exc.). This only applies to UK mainland addresses.
We regret that we are not able to offer guaranteed weekend deliveries. Please contact us directly to arrange shipping if needed for a certain deadline.
When will my goods be despatched?
We always endeavour to despatch your goods as quickly as possible, usually within 2 working day. Using our standard shipping option, you can expect your order to be delivered within 3-5 working days.
However, most printed or cut on demand orders (customised designs) will take a couple of days to be ready for despatch.
The highest shipping option is for Express Delivery and you will receive the goods within 1-2 days before 5pm.
Please Note: Orders made after 12PM midday will not be shipped that day due to our collection times. The first day within the 1-2 Day timing starts on the full day after the order has been placed if ordered after 12PM.
If you require a full next day service, or are needing an order as soon as possible, please contact us on 01772 595524 and we will arrange a quicker delivery time (this will be charged for)
Shipping outside the UK.
Due to the nature of most of our products which are sent in a long and narrow cardboard tube, we are unfortunately not able to offer shipping out the UK as standard. We can still ship to all UK Mainland Islands including, Guernsey and Jersey (please contact us to arrange your order).
Tracking your order.
Despatch information will be sent as soon as your order has left our premises, so you will know that your parcel has been dispatched and on its way to you.
The majority of packages will arrive on or before the expected date for delivery.
We use a variety of mail providers to send out our orders depending on the weight, size and value of your goods, as well as the delivery option you have chosen at the checkout.
If you have not yet received your order please contact us (with your order reference) via email, to enable us to check our records and trace your order.
We’ll reply with your tracking details or further instructions if necessary.
High value orders will always have a tracking number.
Lost or missing orders.
If you have not received your products within the expected time, please contact us by email (rather than call) with your name and order number and we will get back to you after tracking your item.
If you feel that your order has gone missing, please contact us as soon as possible, as some products do not store well for more than a few weeks when packed in a parcel tube. We shall do our utmost to help locate the goods.
In some cases (incomplete addresses for example), goods may be returned to our premises by the shipping company. We shall endeavour to contact you as soon as any goods are returned to us in order to rearrange delivery. Returned goods will only be kept for a total of 90 days, after which time the goods will be disposed of, and no refund will be issued.
We cannot be held liable for items damaged, past their serviceable life or lost in transit, 30 days after the dispatch date.
Damaged orders.
We take the greatest care in preparing and packaging your order.
We are dealing with delicate materials, so it’s in our interest to make sure that everything is correctly handled and processed.
Each order is inspected before it gets rolled up in a sturdy tube and securely fastened.
Occasionally an order may be damaged in transit.
Please do not accept our parcel if the box or packaging appears damaged. As Window Film is delicate, the odds are that it is probably damaged inside if the box is damaged.”. If the parcel is refused, we can then claim to get the cost of the order back.
If the item is accepted, we cannot claim for any of the goods inside the package. Once refused, the goods will be returned to us and we will contact the customer straight away to arrange a replacement.
If you have accepted the parcel and the goods inside are damaged, please contact us with your order details.
We will also request pictures of the damage as this will help speed up the replacement process.
We apologise for any inconvenience caused by a damaged package or goods and of course we will try our best to resolve the problem.
Collecting your order.
You are welcome to collect your order from our business premises at Lustalux at Home, Unit A2 Anchorage Business Park, Chain Caul Way, Ashton-On–Ribble, Preston, PR2 2YL. Choose “Buyer collect” option on the checkout. We will inform you once your order is ready for collection.
Our opening hours are Monday to Friday, 9am to 5pm.
