Frequently Asked Questions (FAQ)
Can I place an order by phone or email?
Yes, we accept orders by both phone and email. Once we receive your request, we will prepare a proforma invoice and provide a secure payment link or take your payment over the phone.
Can I change or cancel my order after placing it?
If your order has not yet been dispatched, we will do our best to amend or cancel it. Please contact us as soon as possible. Once the order has been shipped, changes are no longer possible.
What payment methods do you accept?
We accept Klarna, Maestro, Mastercard, Visa, PayPal, American Express, Google Pay, and Apple Pay. For schools and educational institutions, we may also offer deferred payment terms.
Can I receive an invoice for my order?
Yes, the invoice is issued after your order is processed and will be sent along with your tracking details.
Can I choose a specific delivery date?
While we cannot guarantee a specific delivery date, we can note your preferred delivery day with the courier if requested before dispatch.
When will my order be delivered?
Delivery typically takes 1–3 working days from dispatch within the UK.
Can I collect my order in person?
Yes, collection is available from our warehouse: Unit 20, Atlas Road, Maritime Enterprise Park, Liverpool, L20 4DY. Please contact us in advance to arrange collection.
When are orders dispatched?
Orders are dispatched Monday to Friday. Orders placed after 1pm may be processed the next working day.
What happens if my order has an extended lead time?
If your item has a longer lead time, this will be clearly communicated. We will dispatch your order as soon as it becomes available.
What should I do if my order arrives damaged or incomplete?
Please contact us as soon as possible with photos of the product and packaging so we can resolve the issue promptly.
How can I file a complaint?
You can contact our customer service team via email with your order details and a description of the issue.
What should I do if my product arrives damaged?
Please notify us as soon as possible and provide photos. We will arrange a suitable resolution.
Can I exchange my product?
We do not offer direct exchanges. If you wish to change a product, please return the original item and place a new order.
Are there any items that cannot be returned?
Yes, personalised (unless faulty) and outlet items are not eligible for return.
How do I return my order?
Please contact us to inform us of your return and follow the instructions available here: https://magnetic-whiteboards.co.uk/returns/
How long do I have to return my order?
You have 14 days to inform us of your return and a further 14 days to send the item back from the day you notify us.
How will I receive my refund?
Refunds are issued to the original payment method once the returned item has been received and inspected.
Can I order replacement parts if something is missing or lost?
Yes, we can provide spare parts for most products. Please contact us with details.
Where can I find mounting or installation instructions?
Instructions are available here: https://magnetic-whiteboards.co.uk/mounting-instructions/ If your item is not listed or you cannot find it, please contact our customer service team.
What should I do if the dry-wipe marker does not erase properly?
It is normal for dry-wipe ink to become harder to remove if left on the board for too long. In such cases, we recommend using an eraser and cloth or a damp cloth with a mild cleaner (without harsh chemicals or alcohol).
Why are magnets not sticking to glass boards?
Glass boards require strong magnets. Standard fridge magnets or small neodymium magnets are usually not strong enough. We recommend using dedicated strong neodymium magnets designed for glass boards.