Products
How do I know if a product is currently in stock?
Most products will show in their listing as out of stock on the website before you order, or the checkout page will flag that you have too many items in your basket (for example if you’re trying to order 10 of an item but we only have 5 left in stock). Some products will give you the option to place on backorder, which means we don’t have them currently but we’re able to order more. Some products won’t flag on the website even though we don’t carry stock in store as we can order them to be delivered direct to you from the supplier - but these products won’t be available for collection orders. If you need to know the stock levels or availability of a specific product, or if you need something in a rush, please do let us know and we’re happy to check for you.
What happens if one item in my order is out of stock?
Should your order not be able to ship in full, there may be a delay. We shall, however, endeavour to always contact you regarding any issues. Our website should also alert you to any potential delays before they happen. If your order is put onto back order, and you need the items we have urgently, please contact our team and we will do our best to help.
The product I want to buy says ‘more on the way’. What does this mean and when will it be back in stock?
‘More on the way’ just means that we have ordered more of that product from the supplier, and we are waiting for the shipment to arrive. Depending on the product, we may be able to give you an estimated date for restocking - feel free to get in touch and we can check specific products for you.
I have a question about a specific product that isn’t covered in the product listing. How can I get in touch?
You can contact us via our contact form here https://theatresuppliesgroup.com/pages/contact-us or call us on 02920 613577 and ask for any of the TSG team.
Shipping and delivery
How long does shipping take?
Our standard delivery is a 2-4 working day service. We also have a ‘Next Working Day’ service which can be selected for orders placed before 1pm.
For example, an order placed at 10am on a Wednesday will be delivered on a Thursday - but an order placed at 3pm on that Wednesday wouldn’t be delivered until the Friday. Orders placed after 1pm on a Friday won’t be dispatched until the following Monday, meaning delivery would be on the Tuesday.
Next working day delivery is only available on items in stock and under 30KG.
How much does shipping cost?
Delivery costs depend on where you are and how quickly you would like your order to be delivered. In the UK, our standard delivery costs are £4.50. This is a 2-4 working day service. We also have 'Next Working Day' service which can be applied for orders placed before 1pm, the cost of this service is dependent on your location and the weight of your order.
Do you ship internationally?
We are only able to ship to mainland UK and mainland USA currently - but watch this space!
Can I collect my order instead?
If you’re local to us and want to collect then feel free to call! There’s an option for customer collection on the checkout page. We will email you to let you know when your order is ready.
We’re based at:-
Unit A, Avenue Park Industrial Estate, Pontprennau, Cardiff, CF23 8HE
Returns and cancellations
How do I cancel my order?
If you need to cancel all or part of your order, and it hasn’t shipped yet, contact us via our contact form here https://theatresuppliesgroup.com/pages/contact-us or call us on 02920 613577 and ask for any of the TSG team and we can help to cancel it for you. However, if your order has already shipped, you would have to follow our returns process instead.
What is your returns policy?
You can read our returns policy here https://theatresuppliesgroup.com/policies/refund-policy
How do I return an item?
To return your product, you should mail your product to: Theatre Supplies Group, Unit A, Croescadarn Rd, Pontprennau, Cardiff, CF23 8HE
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you qualified for free shipping, a fee of £2.50 ex VAT will be deducted from your refund total.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.