Frequently Asked Questions
Hopefully this page will answer some of the questions we get frequently asked, however if you have a question that is not listed here, please contact us at firstname.lastname@example.org and we will get back to you as soon as we can.
Which items are suitable for sublimation?
All of the items on our site that are made from Clear or White 3mm acrylic will be made from cast acrylic which is suitable for sublimation.
What times do you recommend for sublimation on your items?
As a rule we use 180 for 180, however all sublimation depends massively on the ink, paper, pressure and the heat press, so whilst this is what we use there is no guarantee you will receive the same results as we do - this is simply a suggested starting point.
If you are looking for further advice, our Facebook page would be a good place to ask for support: https://www.facebook.com/smartcraftsonline
Can you cut any logo's/images owned by other companies (Facebook Logo, Mickey Mouse head etc)?
Sadly as much as we would love to help, images/designs owned by other companies are copyrighted, and as such we are not allowed to reproduce them.
How long will it be before my order arrives?
Our turnaround time (the time between you placing an order and it being dispatched by us) is clearly listed on the website and on any confirmation/dispatch emails. Please note, this is subject to change. Once the item is dispatched, we pay for Royal Mail Tracked 48 Shipping. All items will be shipped well packaged in a box unless otherwise arranged.
Can I add onto my order
Ordinarily you may be able to add on to your existing order at the discretion of management. However this will be suspended during busy times and this suspension will be readily advertised on our Facebook Group.
I have an idea in mind for a bespoke item, can you make it?
For any bespoke cuts, please contact email@example.com or message our Facebook page where we will be able to take a look at the design & see if it is something we can cut. Please note, minimum quantities may apply to bespoke orders depending on size/materials.
Can I have a VAT receipt?
Please contact firstname.lastname@example.org and ask for a VAT reciept once you have placed your order if required.
I have received an order but something is wrong, what do I do?
If there is anything wrong with your order once you have received it, please contact email@example.com or reach out to us on Facebook straight away and we will look into this for you.
I have received my order and something is damaged, what do I do?
If on the very rare occasion you find there is damage to your order, please notify us straight away and send us images of the damage/packaging of the item. Please note we will require the item to be returned to us before any refund is issued - we will of course issue you a postage label for you to send the item back to us.
I have not received my Dispatch/Confirmation email?
Fear not, your order has most likely been received without issue - please make sure to check your junk/spam folders as that is (for some reason) where our emails can wind up sometimes, and if you still cannot find your email, drop us an email/facebook message with as much detail as you can about your order and we will try and help find it.
Can I cancel my Order?
We do not as a general rule accept cancellations, as all items are bespoke cut. If however we make an exception to this rule, please note there is a minimum Â£3 cancellation fee. This is to cover both sales fees & administration costs.
Do you ship outside of the UK?