Answers to the questions we are asked most often about buying from Retail Fixtures Co (a trading name of Express Matting Services Ltd). For full detail, see our Shipping Policy, Refund Policy and Payment Policy.
Ordering and payment
How do I place an order?
Add the products you need to your basket and go to the checkout. For multiple items, several sites or a full fit-out, you can also send us a list or a floor plan and we will reply with a written quote you can approve.
What payment methods do you accept?
Payment is taken in full when you place your order, through Shopify's secure checkout. We accept Visa, Mastercard, Maestro, American Express, Discover, Diners Club and UnionPay, as well as Klarna, Apple Pay, Google Pay and Shop Pay. The payment options available to you are also shown at checkout. Your card details are entered on Shopify's encrypted checkout and are never stored by us.
What currency are prices in, and is VAT included?
All prices are in pounds sterling (GBP) and include VAT at the current UK rate of 20%. You can switch to ex-VAT pricing on product pages or in your basket when budgeting for the business.
Can I get a VAT invoice?
Yes. A VAT receipt is available for every order. Email us with your order number if you need a VAT invoice in your business name.
Do you offer trade or bulk quotes?
Yes. For multiple items, several sites or a full store fit-out, send us your list or floor plan and we will reply with a quote you can approve. Use our contact page to get started.
Delivery
Where do you deliver?
We deliver to United Kingdom addresses only. We do not currently ship outside the UK.
How much does delivery cost?
UK delivery is free on all orders.
How long will my order take?
Stock items are dispatched within 1–2 business days and usually arrive 2–4 business days from order. Made-to-order items are dispatched within 5–15 business days; where a product page states a specific lead time, that applies. With transit, made-to-order items typically arrive 6–17 business days from order. Deliveries to some remote areas, including parts of the Scottish Highlands and Islands, may take a little longer. Delivery times are estimates and are not guaranteed.
Is there an order cut-off time?
Yes. Orders placed before 2pm UK time, Monday to Friday, are treated as received that day. Orders placed after 2pm, at weekends or on UK bank holidays are treated as received on the next business day.
How is my order sent, and can I track it?
We use established UK carriers. As soon as your order is dispatched, we email you the carrier and tracking details. Some items are large or heavy, so please make sure someone is available to receive and check the delivery.
Can I change my delivery address after ordering?
Email sales@retailfixtures.co.uk with your order number as soon as possible. We can usually update the address before dispatch, but not once the order is with the carrier.
What is a made-to-order item?
Some products, such as wood-effect shelving, bespoke displays and certain bollards and shelters, are made to your specification. Where a product is made to order, its product page says so and gives the lead time. If you need a firm date before you order, please contact us.
Returns, cancellations and refunds
Can I return an item if I change my mind?
Yes. You can return an item within 14 days of receiving it. To be eligible for a refund, items must be unused, unassembled and in their original condition and packaging. For a change of mind, you pay the cost of return postage, so please use a tracked service and keep proof of postage. Email us first for the return address and instructions. There is no restocking fee.
How do I cancel an order?
You can cancel at any time from when you place your order until 14 days after you receive it. Email sales@retailfixtures.co.uk with your order number. If you cancel before dispatch, we refund you in full. See our Order Cancellation Policy for details.
What if my item arrives damaged, faulty or incorrect?
Email sales@retailfixtures.co.uk with your order number and photos of the item and packaging, ideally within 48 hours of delivery. We will arrange a replacement or a full refund and we will cover the cost of the return.
Which items cannot be returned for a change of mind?
Items made or cut to your specification, and items that have been assembled, installed or otherwise altered, cannot be returned for a change of mind. This does not affect your legal rights if an item is faulty.
How and when will I get my refund?
Refunds are made to your original payment method. For returns, we email you once the item has arrived and been inspected, and process your refund within 5 business days. UK delivery is free, so there is no delivery charge to refund.
Can I exchange an item instead of a refund?
Exchanges are available on request, subject to stock. Email us with your order number and what you would like instead.
Contact
How do I get in touch?
Email sales@retailfixtures.co.uk or call +44 1282 270214, Monday to Friday, 08:30–17:00 UK time. You can also write to us at Retail Fixtures Co, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom. We aim to reply within one business day.