Frequently Asked Questions

Returns

I placed an order but didn't get a confirmation email – why not?

Eek, sometimes it can hop into your spam folder by mistake, check there and if not send us an email here or call customer services.

My order arrived but it's faulty / damaged – how are you going to fix it?

Oh no! Whether it's damaged or faulty we'll get it sorted. Just get in touch with customer services here

I made a mistake and don't want my order any more, what do I do?

We understand, it happens to the best of us. Just get in touch with the customer services team here. We'll give you details about how to return the product, once we have it we can issue a refund.

Delivery

You don't ship to my country, why not?

Customs can be a pain in some countries so we can't ship everywhere yet, check the cart page for our shipping destinations. If you're country isn't on the list we are sorry, but we do review things and may add it in in the future.

I'm NOT in the UK, what are my delivery options?

International shipping is all sent via UPS, prices vary according to the destination so the easiest way to see your delivery options is to head through to the cart page and choose your delivery destination from the shipping destination.

I'm really busy, who's to say if I'll be in or not to sign for my delivery – what happens if I'm out?

Our delivery carrier will leave you a ‘failed delivery’ card and also attempt a second delivery the next working day. If still unsuccessful they will take the parcel back to your nearest depot for collection within 5 days from the first delivery attempt. You'll need to use the details on the card to arrange redelivery or collection at your convenience.

I'm in the UK, what are my delivery options?

Standard Service - £3.95 We ship everything in the UK on Royal Mail 1st Class Service. Your order should arrive within 3-5 working days but we do ask you to wait 7 working days before contacting Customer Service for assistance. Next Day Service - £7.95 The cut off time for Next Day delivery is 2pm Monday to Friday, so if you place an order for next day delivery at 14.01am on a Monday, it will ship on a Tuesday and arrive on a Wednesday. Our Next Day Delivery packages are sent via DPD and require a signature upon delivery. Saturday Delivery - £9.95 We ship Saturday deliveries via Parcel Force or DPD depending on the size and weight of the parcel.

Scratch Map Products

I want to Scratch the foil off where I've been but I'm not sure how to?

Well, a blunt metallic object like a coin is the best choice for all maps that our printed on gloss paper. However The Deluxe Scratch Map, Gourmet Scratch Map and Scratch Globe are all printed on matt paper, which require a bit of extra care, being luxury versions – so for best results we recommend using an eraser as metal can sometimes damage the finish.

I've Scratched off somewhere I've never been by accident, what do I do?

Unfortunately there's no way to stick foil back on so you'll have to book a trip there, it would be wrong to lie.

Scratch Maps are great, I want to keep track of my travels for years to come, but what if I want to move house? What's the best way to look after my Scratch Map?

It's true, our Maps are pretty cool, and it takes a while to Scratch the whole world off, so if you think you might want to move your Map from time to time we recommend taking it to a professional framers and having it mounted. Just make sure the framer uses a cold technique, if they use heat it will damage the foil layer – and that's basically the best bit...

I'm a Framer and someone has asked me to mount one of your maps for them, what technique would you recommend?

We recommend using cold press techniques only, as heat will damage the map.

I live in a country that you don't ship to, how can I buy a Map?

Customs can be a pain in some countries so we can't ship everywhere yet, check at our cart page for our list of shipping destinations. If your location isn't on the list get in touch with us here. We might be able to point you in the direction of a shop in your vicinity.

There is a place I've been to that's not on the map, what the hell?

We designed the map as a fun gift, and while we want it to be as accurate as possible, the way the foil is printed onto the map is complicated and can't handle small areas, plus in the design process some text just wouldn't fit in. We do review the designs from time to time and bring out versions like USA Scratch Map with more detail, so if you have places you think we should create a map for feel free to email your suggestion here.

Scratch Maps are so awesome I want one custom made, can you do that?

Yes and no. Unfortunately we can't make one off’s or small runs but we do create custom designs for orders of 5,000 units or more. If you would like to discuss having a run of custom maps made please send us an email

I've Scratched off some awesome countries and I want to tell you about my trip, would that be okay?

We love hearing about where you've been. We love travelling but haven't been everywhere! If you want to share your stories and fancy being featured on our blog please drop us an email and we'll be in touch.

I'm a retailer and would like to stock Scratch Maps, can I buy some?

Yes! Just drop us an email and let us know where your shop is located and we'll help you set up an account or direct you to a distributer in your area.

What if I just want to send you pictures of my travels, or my Scratch Map?

You can stay in touch via Facebook, Twitter or Instagram. Post on our Facebook page, tag your photos #scratchmap #scratchtravel #luckiestravel, and use @luckiesoflondon for Twitter and Instagram. You might even win a prize if we like them!

I've never left my country but I want to Scratch all the foil off, am I allowed?

We'll pretend we didn't hear that.