FAQs

Last Updated: 19 November 2021

We hope our Frequently Asked Questions can help you get a quick answer to your query. We have listed our most popular questions first, then covered a range of questions under the following topics. Product information covers a mixture of products. If you can’t find an answer, please contact us.

Do you have shop I can visit?

Visits are temporarily unavailable due to Covid-19. We are an online shop operating mainly via mail order and so we do not have a retail space open to the public. Visits to our premises are by appointment only. If you are local and wish to collect your order, please call ahead to arrange a time so that we can ensure your order is ready, before you travel to us.

When are you open?

Our opening hours are Monday to Friday, 9:00am to 5:00pm. Please note, we do not have a retail space open to the public and visits to our premises are by appointment only.

We are closed during UK public holidays.

Can you help me with a bespoke project or marquetry reproductions and restorations?

Yes, we hope so! We have had the pleasure of working with a wide range of customers, on both large and small scale projects. Please fill out our contact form or email info@originalmarquetry.co.uk with the below information. For inlay brass strips or fretwork, see the next few FAQs. We aim to respond within 1 – 3 working days with a quotation.

  • Dimensions:
    For marquetry panels, note the sizes for both the marquetry and background.
  • Materials:
    Include the wood veneer type. Additional materials may include brass, mother of pearl, abalone etc.
  • Design/Sketches:
    Attach any relevant photos, designs or sketches. Don’t worry if your design is not clear, we can revise it in our design studio.
  • Quantity:
    For differing panels, the above information is required for each one.
  • Project Overview:
    If you feel it’s useful, tell us a little about what you’re aiming to do.

I need brass strips in a specific size or longer lengths, can you help?

Yes, we hope so! Please fill out our contact form or email info@originalmarquetry.co.uk with the below information. We aim to respond within 1 – 3 working days confirming availability.

  • Shape Profile:
    Available as square, flat, round, half-round, L-shape and hexagonal.
  • Sizes
  • Length
  • Quantity:
    How many strips do you require at your noted length?
  • Finish:
    Unless otherwise requested, our strips are provided in their raw state: milled finish with no polish. Let us know if you need a particular finish. Please note other finishes or polishes may increase the lead time.

Can you help me with a fretwork project?

Yes, please fill out our contact form or email info@originalmarquetry.co.uk with the below information. We aim to respond within 1 – 3 working days with a quotation. The price is dependent on how intricate the design is.

  • Your design or template:
    If you do not have one, please advise the overall size and provide a template of the overall shape. We will quote for adapting one of our own designs to fit your size and shape.
  • Sizes:
    Include the overall and rebate sizes.
  • Your ideal wood type and thickness:
    Frets are normally made in 1.5mm or 3.0mm thick Mahogany Type or Walnut.
  • Quantity:
    For differing sizes or shapes, the above information is required for each one.

Can you send me a catalogue?

Not yet, we are working to create one!

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Orders & Payment

How do I place an order?

You can order online through our website. Or, if you’d prefer a chat, call us and order by phone.

Place an Online Order
  1. Use our categories to locate the products you wish to buy.
  2. Click add to basket.
  3. For a quick search, click the   (search icon). It’s located in the top right corner, below the  (basket icon).
  4. Click the (basket icon) to view your basket. Click it again to hide it and continue shopping.
  5. Finished shopping? View your basket and check your products and quantities.
  6. Click proceed to checkout.
  7. Enter your billing and shipping addresses.
  8. If needed, add any Order Notes.
  9. Scroll the bottom of the page, review your order, and select a payment method: PayPal or Debit or Credit Card.
Pay by PayPal
  1. Select PayPal as your payment method.
  2. Click the PayPal or PayPal Pay Later button.
  3. You’ll be redirected to the PayPal website.
  4. If you’re already a PayPal customer, log into your account, and authorise the payment. If you’re new to PayPal, create a PayPal account and then authorise the payment.
  5. After a successful payment, you’ll return to our website where you’ll view your order confirmation.
Pay with a Debit or Credit Card
  1. Select Debit or Credit Card as your payment method.
  2. Enter your card details.
  3. After a successful payment, you’ll view your order confirmation.
Place an Order by Phone
  1. Call us on +44 (0)117 944 2640 and take note of the products name and/or code. For wood veneers, please note the sizes.
  2. We’d hate to make a mistake and so we’ll always reconfirm your order before hanging up. We’ll check it’s all correct and as you want it!
  3. If you need a copy of your invoice, ask us! We can email it for you to review. A paper copy will also be included in your parcel.

Which payment methods do you accept?

We accept most major debit and credit cards (Maestro, MasterCard, Visa), PayPal and bank transfers.

If opting for PayPal, any debit or credit card registered to your PayPal account will be accepted, including Visa (Delta or Electron), MasterCard (or Eurocard), Maestro, American Express and UnionPay.

Is there a minimum order quantity?

No, however our Standard delivery rate to Mainland UK starts from £8.95.

The product I want is out of stock. When is it due back?

We suggest signing up to our email notifications. Under the product description, enter your email address and click ‘Sign me up!’. We’ll then let you know as soon as the item becomes available again.

Most products are restocked within a 2-week lead time, occasionally this can be longer. Please contact us to check stock levels for large order quantities.

If you’ve ordered an out-of-stock product, we will contact you to advise when it is due to become available or if the lead time is delayed. If we cannot meet your requirements, we will offer you an alternative or refund.

Can I change my order?

Yes, but please be quick! If possible, make any changes on the same working day that you’ve placed your order.

If your order has already been dispatched, we regrettably won’t be able to make any changes, and so you will need to place a new order.

My order is a gift, can you exclude the receipt?

Yes, we can! At the checkout, please tick where it states: I’d like this to be a gift.

If you would like to include a message to the recipient, use Order Notes, and remember to add recipients name and address as the delivery address at checkout.

Please note: We are required to provide a commercial invoice stating your parcel’s value for orders to countries outside the UK. This is also required for locations such as the Channel Islands.

How do I create an account?

To register your account, visit https://www.originalmarquetry.co.uk/my-account/

Or create an account during checkout by ticking ‘create an account?’ located just below the phone and email address box.

Once you have an account, you can view your addresses, order history, and pay for outstanding invoices.

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Delivery

How much is delivery?

Our Standard delivery rate to Mainland UK starts from £8.95.

Due to the nature of our products, some items may incur surcharges or require the following services:

  • UK 1 Metre: £10.95 (available to Mainland UK only)
  • UK Large: £14.95 (available to Mainland UK only)

Our UK Small service is a reduced delivery rate of £6.95 which can take 3 – 6 working days. Available to Mainland UK only. Eligible for small goods and total goods value of £20.00 max. Eligible goods include mother of pearl, abalone and paua shells, brass cabinet fittings, fret saw blades & small marquetry panels that are easily placed in the box.

Do you ship internationally?

Yes, we accept orders from most countries. After receipt of your order, we will let you know if any delivery surcharges apply. At checkout, enter your country to view the delivery price or click the button below. Please note, Customs fees may apply, details noted below.

Customs

Overseas orders are sent via a DDU (Delivery Duty Unpaid) service, which incur Customs clearance fees, duties and VAT, payable by you (the recipient) once your parcel reaches your local customs office.

As Customs procedures differ from country to country, we are unfortunately unable to advise on the process, fees and timeframes. Before placing your order, we advise contacting your local Customs office for further information.

UK VAT

UK VAT is not applicable and will not be charged for destinations outside of the UK, except for the Isle of Man.

Overseas Restrictions

Some items cannot be sent overseas; this is specified in the product’s description.

There’s no delivery option for my country, can I still order?

If your country is not listed, please email us your order and shipping address. We will advise the estimated delivery time and price. Prices are based on the size and weight of your chosen goods. Parcels will be trackable.

Can I collect my order?

Of course, we just ask you to please wait for us to contact you to confirm the collection time, otherwise your order may not be ready. A packaging fee may apply if the goods require special attention to avoid damage during your transit home. Collection is available Monday to Friday, between 11:00am and 4:00pm.

Why have I been charged VAT on my delivery to the UK?

We do not use Royal Mail who are VAT exempt, instead we use couriers, whose services are VAT chargeable. Therefore, as a VAT registered company we legally have charge VAT on our delivery services. Unfortunately, we have no control over this.

How do you ship wood veneers?

Where possible we roll up lengthy wood veneers. Not all wood veneers can be rolled, it depends on the wood’s thickness and malleability. If your order arrives as a cylindrical parcel, it is likely that we have rolled your wood veneers.

If you have purchased wood veneers, please unpack your parcel as soon as possible after delivery. Take care unrolling the veneer and try to avoid it from springing open, it could cause damage. Storing the veneer in this rolled form for a duration of time can cause it to keep its rolled shape.

We recommend storing wood veneer in a cool (around 10°C), dry place. Avoid rooms with high moisture. Keep flat and (if possible) under a weight or press. The weight should be evenly distributed.

When will I receive my order?

Once payment has cleared, most orders are dispatched within 1 – 2 working days. Delivery excludes Saturdays, Sundays and bank holidays. Delivery for our UK Small service occurs Monday to Saturday.

Estimated Delivery Times:
Next Working Day1 working day for orders placed before 1PM. 99% guaranteed.
UK Small3 – 6 working days.
UK Standard3 – 5 working days.
UK 1 Metre3 – 5 working days.
UK Large3 – 5 working days.
Non-Mainland UK3 – 5 working days.
Overseas2 – 5 working days. Please allow a little extra time for Customs procedures.

Who will deliver my parcel?

Parcelforce is our main courier. We may use alternative couriers for overseas, large or lengthy orders. If you selected our UK Small delivery service, your order will be delivered by Hermes.

Our couriers automatically send helpful notifications, but these may be unavailable for certain services and countries. Notifications may include:

WhenNotified viaNotification
Day of dispatchText or emailAdvises the estimated delivery date.
Day of deliveryTextReminder that the delivery is due that day.
Before deliveryTextAdvises one-hour delivery time window.
After deliveryEmailSuccessful delivery.

How do I check my order status and track my parcel?

Check your order status:

To check your order status, log in to My Account and go to ‘Orders’.
Or, contact us and please have your invoice number to hand. This is a 5-digit number stated on your invoice and order confirmation email.

Track your parcel:

Track your parcel online using the tracking number stated in the text or email provided by the courier service, usually supplied automatically after dispatch. Contact us if you have not received one.

Our Customer Service Helpline
Tel:+44 (0)117 944 2640
Email:info@originalmarquetry.co.uk

Or call us out-of-hours and leave a message on our 24-hour answerphone.

I haven’t received my tracking details, can you help?

Sorry about this! Please contact us and we will send it through ASAP. They should have been supplied automatically after dispatch.

My order has arrived damaged, what do I do?

Packaging is done with care and attention, but we know accidents can happen. If your item arrives damaged, please email us a photo of the damage. We will then investigate and respond as soon as possible with instructions for returns and a replacement or refund.

Notification must be made within 2 calendar days of receipt of order (delivery) or otherwise claims may not be entertained.

During delivery, if there is excessive or visible damage to the outer parcel, please refuse your delivery and contact us for a replacement. – and snap a photo if you can!

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Returns & Cancellations

Can I return an item?

Contact us for return instructions.

Should you wish to return an item, we ask you to please email info@originalmarquetry.co.uk with the following information, and within 14 calendar days of receipt of your order. We will reply with return instructions.

  • Your name
  • Invoice number
  • The product(s) you would like to return
  • The reason for the return

Return shipping costs are at the customer’s expense. Original shipping fees are non-refundable.

The goods are to be returned in their unused and original condition.

Exclusions apply:

WOOD VENEERS
Returns for all types of wood veneers, especially more delicate veneers such as burrs are made at the manager’s discretion and, may be refused when a customer changes their mind or no longer want the goods. This is to avoid any disputes in the case of accidental damage to the goods, whilst with the customer or during the return process since wood veneers can be extremely fragile.

MADE-TO-ORDER ITEMS
All marquetry panels, motifs, shells, fans, chessboards, draughts boards and backgammon boards are non-returnable items, unless faulty. Regretfully we cannot accept returns for these items as they are made-to-order.

ITEMS CUT FOR DELIVERY
Including but not limited to all types of wood veneers, inlay bandings, lines & stringing and inlay brass strips.
An item’s size will be cut down either when requested by customer, or if we confirm with the customer, or if the customer has chosen a delivery option which does not cover shipping the item in its full size.

OVERSEAS ORDERS
These are final and non-returnable.

BESPOKE ORDERS
Includes special commissions and particularly if the project has commenced. Or when items have been specifically ordered in for a customer, this may be out-of-stock items or those not listed on our website such as custom-sized brass strips. We cannot accept cancellations, returns, or issue refunds once we have receipt of payment for bespoke orders. Further exclusions may apply.

BUSINESS TO BUSINESS (B2B) ORDERS
B2B sales are exempt from the Consumer Contracts Regulations, therefore cancellations, returns, or refunds are made at the manager’s discretion and may be refused as we do not have to honour these laws.

Can I cancel my order?

Yes, but please notify us as soon as possible. Orders cancelled prior to dispatch will receive a full refund.

Exclusions apply:

We cannot accept cancellations, returns, or issue refunds after receipt of payment for bespoke orders. Bespoke orders include made-to-order items. Or items which have been specifically ordered in for you due to zero or insufficient/low stock, and items outside of our standard product list such as custom-sized brass strips.

Cancellations, returns and refunds for Business to Business orders are made at the manager’s discretion and may not be offered.

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Product Information

This topic covers a range of products including wood veneers, marquetry, brass strips, mother of pearl, glues and fret saw blades.

Wood Veneers

What should I know about wood veneers?

Which glue is suitable for use with wood veneers?

Pearl/animal glue is recommended for most projects and is especially good for restorations and antique pieces.

Contact glue is ideal for shaped items rather than flat, and when wood veneer cannot be placed under a press or in clamps. Please note that once two items are covered in this glue and they make contact, they cannot be pulled apart. There are no second chances with this glue!

Glue film and other wood adhesives are better suited for new projects. Ideal when the surfaces to be glued are in great condition, top quality wood veneers, and most importantly, are flat. We do NOT recommend for use with wood veneers over 0.6mm in thickness, as it may stop the glue from penetrating. If using with burr wood veneers, we recommend testing a small section before applying to the full leaf.

What thicknesses of wood veneer are available?

Thicknesses vary but are generally available as follows. Occasionally some may differ and so we ask you to please always check the thickness stated in the product description.

  • Standard (Decorative) Wood Veneer: 0.6mm
  • Burr Wood Veneer: 0.6mm
  • Coloured Wood Veneer: 0.6mm
  • Constructional Wood Veneer: 1.5mm, 2.0mm
  • Saw Cut Wood Veneer: 1.5mm, 2.0mm, 3.0mm

Are your coloured wood veneers dyed all the through?

Yes, our coloured wood veneers have been dyed so that the colour penetrates the whole leaf. This means you can sand the veneer and the colour will not disappear.

I only need a small piece of wood veneer, can you help?

Our wood veneers are mostly sold per leaf (sheet). Each wood type varies in size and are available as listed. We do not cut to down to custom sizes.

Smaller pieces of veneer are available in selected wood veneer packs but not sold individually. If you need an off cut or small piece of a particular veneer, contact us on the off chance we might have it.

Why are there 2 sizes stated for the width of a wood veneer?

The width at each end of a wood veneer leaf (sheet) may differ due to the natural way a tree grows, tapering towards the top.

What’s book matching?

Book matching is one of the most popular veneer matching methods. Some of our wood veneers, especially burrs are book matched when photographed. This means 2 consecutive wood veneers leaves are opened like a book, laid side by side to mirror the grain and create a symmetrical pattern.

It can also be book matched in quarters, this is where the ‘open book’ is mirrored once again but using 4 leaves. This often creates a central focus. Essentially you can continue to book match until you have reached your required size… or run out of leaves.

Book matching is useful for making up a larger area with the use of smaller leaves, for when a natural large size is unavailable.

We will always send consecutive leaves if you order multiples of the same wood veneer product.

What is meant by ‘repairable split’?

Some wood veneers may have a repairable split. Once glued the split should be invisible. Sometimes these splits are in the wood’s nature and so naturally occur along the grain line. Where we’ve noticed a split, we often tape it together/closed to avoid further splitting.

How are wood veneers cut and made?

Our wood veneers are either crown cut, quarter cut or rotary cut. Standard (decorative) wood veneers are sliced from solid timber, whereas saw cut wood veneers are sawn.

Crown cut wood veneers have more figuring usually creating a ring/elliptical design which is often referred to as the ‘cathedral effect’ or ‘cathedral crown’. A tree log is sliced entirely across its width.

Quarter cut wood veneers generally have a ‘stripy’ grain. A tree log is cut into quarters and then each quarter is sliced at right angles to the growth rings.

Rotary cut wood veneers are often heavily figured with unusual and intriguing grains, often seen on Birdseye maple. A tree log is cut from the outside using a peeling technique which produces relatively larger widths.

Why are your wood veneers numbered?

You may notice each wood veneer will have a number within its product description such as ‘Boxwood Wood Veneer No. 10’. We assign a number to each bundle or log so that we can easily identify and distinguish between them. Ultimately, easing your order processing time!

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Marquetry

What should I know about marquetry?

I’ve bought a marquetry panel from you, which side should I glue down?

Thanks for purchasing a marquetry panel, we hope you love it!

The panel is to be glued down with the veneer tape side uppermost (facing up) and visible. Place the panel under a press/weight or in clamps for the appropriate time, by following your adhesives drying instructions.

I’m a marquetry beginner, what do I need?

If you are new to marquetry or looking to take up marquetry, we recommend the following items:

  • Wood veneer packs, a mixture of shades and wood types is ideal.
  • Veneer tapes
  • Marquetry Beginners Tool Set

Other useful tools include:

What’s the difference between your Marquetry Kits?

Each kit is available in 6 different designs:

  • The Beach
  • The Coast
  • The Cottage
  • The Church
  • The Port
  • The Villa

Once you’ve chosen a design, our marquetry kits are available in 3 styles. All kits include the items listed under ‘Basics’. Then, depending on your choice of kit, it will also include what’s listed under either kit type. Please note, our kits do not contain a complete guide stating where the veneers go or in what direction.

Basics
Template
Glue
MDF Board
Wood Veneer Pack
Balance Wood Veneer
Crossbanding Pack

Kit 1
Marquetry Craft Knife


The Marquetry Craft Knife in kit 1 is supplied with one blade. Additional blades (T91) are sold separately in packs of 5.

Kit 2
Marquetry Craft Knife Set
A3 Cutting Mat

Kit 3
Marquetry Craft Knife Set
A3 Cutting Mat
Headband Magnifier

Other useful tools, which may not be included in our kits are:

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Brass Strips

How to glue brass strips to wood?

A polyurethane-based adhesive, such as Gorilla Glue or Gorilla Wood Glue can be used for gluing metal to wood.

Please note: This is not a warranty, but a common recommendation made by our customers. We hope sharing this suggestion might be of some use to you. We recommend testing a small section before the full application.

How to polish my brass strips?

Brasso, Autosol or any other preferred polishing method can be used to add shine to your brass strips.

Please note: This is not a warranty, but a common recommendation made by our customers. We hope sharing this suggestion might be of some use to you. We recommend testing a small section before the full application.

How to protect my brass strips?

Our customers often state they have found using Rylard Brass Lacquer Incralac helps protect the brass from tarnishing.

Please note: This is not a warranty, but a common recommendation made by our customers. We hope sharing this suggestion might be of some use to you. We recommend testing a small section before the full application.

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Mother of Pearl

How do I cut Mother of Pearl and other shells?

To fine cut mother of pearl, abalone and other shells, we recommend using Gold Snail Fret Saw Blades, particularly No. 1 or No. 2 and with a slow speed.

Tip! For easier handling, use double sided tape to hold down the mother of pearl onto a larger piece of MDF.

Disclaimer: This information is based on our experience. It is intended as a general guide and recommendation. It is not a warranty or specification. Before use, we advise customers test and determine that the material is suitable for their intended purpose.

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Other Products

Are any of your guides available online?

Yes, click here to view our Useful Guides.

Is there a difference between the white veneer tape and brown veneer tape?

Veneer tapes are great for joining and holding veneers together before gluing down. The veneer tape side is to be glued uppermost (facing up) and visible. Once the glue is dry, the veneer tape can be removed by slightly dampening the tape and carefully rubbing it off with a scraper.

Generally, the main difference between the tapes is their thickness and width, with the brown tape being thicker and wider. Covering a large area? Less is needed when using a wider tape.

Our white veneer tape is also available perforated which can be glued both uppermost and facing down. We do not recommend perforated tape for marquetry panels or when gluing numerous veneers together. They are held better together with a non-perforated tape.

Which fret saw blades should I use?

Blade NameIdeal Materials to CutFeatures
Niqua SpeedWoodQuick-cutting, counter toothing.
Niqua Fix/PebecoWood, Horn, Plaster, Synthetic MaterialsQuick-cutting, no ‘drifting’ of the cut.
Niqua Fix ReverseWood, Horn, Plaster, PlasticProblem-free cutting of curves, counter-toothing.
Penguin Gold TwistWood, Horn, Plaster, PlasticCounter-toothing; splinter-free finish.
Niqua Top CutIntricate Pieces of Wood, PlasticsSplinter-free finish.
Gold SnailMetal, Mother of PearlPrecision piercing saw blades.

Which sandpaper do you recommend I use before using your Polishing Kit?

Before using our polishing kit, we recommend sanding the wood veneer in stages using high quality sandpaper. Start from a medium grade and work up to a fine grade (240 grit).

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Samples

Do you provide free samples of Wood Veneer?

Yes, we have a large selection of wood veneers for which many we can provide samples. Please email us your name, postal address and the sample(s) required. We’ll do our best to send it out as soon as possible.

Samples are useful for identifying and matching wood veneers especially, when restoring an item. We also recommend samples to view the general colour and grain of a wood veneer.

Please note, samples are subject to availability and usually for the UK only. Sizes vary and are smaller than A6. Charges may apply when a large number of samples are requested. We do not cut from the leaves listed on our website! Samples are for colour only and the grain may vary from the full leaf.

Do you provide free samples of Inlay Bandings or Lines & Stringing?

Unfortunately, samples are rarely available and often we cannot send free samples however, most are available to buy as a 1 metre length piece.

Do you provide free samples of Inlay Brass Strips?

Unfortunately, we do not have any small brass strip off cuts and so cannot send free samples. However, most are available to buy as a 1 metre length pieces. L-Shape strips are usually 50cm in length.

Please look out for our occasional brass strip off cut offers as these can vary in length, some as small as 30cm.

Do you provide free samples of Mother of Pearl?

Unfortunately, we cannot provide free samples of Mother of Pearl or other shells. However, most are sold individually.

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