Frequently Asked Questions

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 prior to your estimated delivery time slot.

Can my delivery and billing address be different?

You can have different addresses for billing and delivery. You can pick different addresses while checking out. If you notice the shipping address is incorrect, please get in touch as soon as possible or put your order on hold so that we can amend it. 

Can I collect my order?

You are more than welcome to come and pick up your order from us at no cost to you. You can select this option at checkout. Please do not attempt to collect your order until you have recieved a confirmation email that it is ready to collect. We wouldn't want you to have a wasted journey!

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, your delivery will arrive via our in-house courier Stream. This 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?

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’re able to.

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.

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 estimated delivery times are determined after you configure the product on both the product page and the cart page. This is because the times can vary based on the options you choose and the processes involved in fulfilling your order, as all our products are made to order.

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. Our small order fee does not apply to samples. 

Can I pay for faster shipping?

We are only offering the economy delivery service at this time. Our lead times are constantly updated to the fastest they can be given our current backlog, so you know you’re always getting the best delivery speed available. For more details please see our Delivery Policy.

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.

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

Our phone lines are open between 9am and 5pm Monday to Friday (excluding bank holidays). 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 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 have messaged you on social media/commented on your post, but you haven't replied. What should I do?

We understand it can be frustrating not to hear back straight away, but here's how our social media works:

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 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 us on a weekend or 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.

My item arrived damaged or faulty - what should I do?

While we take great care to ensure all orders meet our quality standards, if your item arrives damaged or faulty, we’re here to help.

Please take the following steps:

1. Sign for the delivery as "DAMAGED" with the courier (if possible).

2. Contact us via our contact form within 24 hours of delivery.

3. Include:

   • A clear description of the issue

   • Your order number

   • Photographic evidence of the damage or fault

Once we receive this, we’ll review the issue and offer a full refund, partial refund, or replacement, depending on the severity and your preference. For full details, see our Returns Policy.

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

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

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

Once an item has entered production, no further changes can be made due to the bespoke nature of our products and services.

However, if your order hasn’t yet gone into production, you can request changes or cancellations by:

1. Logging in to your account
2. Visiting “My Orders”
3. Clicking “View Order”
4. Selecting “Amend/Cancel.  This will put your order on hold.
5. Add a comment specifying whether you would like to change or cancel the order.

Once your order is paused a member of our Customer Experience team will be in touch to help with your request. Orders on hold are checked and prioritised every 24 hours (Monday to Friday).

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

How do I cancel my order?

We understand it can be frustrating not to hear back straight away, but here's how our social media works:

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 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 us on a weekend or 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.

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.

Can I put acrylic behind a hob?

You should not 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 50mm between the hob and the acrylic. We would recommend fitting our glass splashbacks behind a hob to avoid risk of heat damage. 

Do you install any of your products?

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.

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.