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Frequently Asked Questions

Scratch Map Products - Care

Scratch Map Products - Care

Q: How should I remove the foil from my Scratch Map® poster?

A: That depends upon which Scratch Map® poster you have - is it printed on gloss finish or matte finish paper?

Gloss Finish Paper Maps – use a coin, fingernail or blunt metal object;

Scratch Map® Originals

Scratch Map® Travel

Scratch Map® UK & Ireland

Scratch Map® USA

Scratch Map® USA Travel

Scratch Map® France

Scratch Map® Europe

Matte Finish Paper Maps – use an eraser or fingernail;

Scratch Map® Deluxe

Scratch Map® Travel Deluxe

Scratch Map® Capitals

Gourmet Scratch MapTM

Adventure MapTM

Adventure Journal

Acetate Finish Maps - use an eraser or fingernail;

Scratch Map® Oceans

When removing foil we advise making sure the poster is on a hard, flat surface such as a smooth wall or table.

Q: I've tried this, but the foil isn't coming off, or when it does it's removing the paper top layer too! What's wrong with my map?!

A: It could be a couple of things, depending on where you bought it, how it's been stored and where it's been displayed.

Luckies Scratch Map® posters are have been made since 2009 but as is often the case with popular products, there are now copies available to buy which are hard spot – often fakes are made with inferior processes and are not of the same quality. However, if it is a genuine Luckies Scratch Map® poster and the foil is not coming of nicely, it could also be faulty due to how it's been stored or displayed.

The foil is water based, and over time the liquid content can slowly evaporate, meaning over time it can harden but the foil should remain easy to remove for up to 3 years. However if the storage/hanging conditions are warm or damp it can cause the water content in the foil to evaporate more quickly – making it harder to remove.

We advise storing maps (before and after sale) in cool, dry conditions out of direct sunlight. Maps should not be hung above radiators, in direct sunlight, on walls with damp or near heat sources.

Q: What is the best way to remove foil from a Scratch Globe?

We've found that for best results, removing the segment you want to alter and rubbing the foil off with an eraser or fingernail on a smooth, hard, flat surface gets the cleanest finish. Then just slot the segment right back in!

Delivery

I’m worried about my parcel, and it’s outside of your office hours - what can I do?

We’re in the office to help 10am – 6pm GMT Monday to Friday, but if you need guidance and we’re not there - don’t panic! When your order is dispatched from our warehouse, you’ll receive an email that features a tracking link. Whether your delivery was sent with Royal Mail or DPD, this link will provide you with your tracking number and a pathway to the status of your parcel on the delivery service website. If you’re in another country, your Royal Mail tracking number should work on your local postal service website, just copy and paste it over. Hopefully this should help, but if you still need to speak to us, just contact us here.

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 they are 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 re-delivery or collection at your convenience. We would advise you contact them as soon as possible to prevent the parcel being returned to us.

I’m in the UK – what are my delivery options?

Standard Service - £3.95 We ship everything in the UK on Royal Mail 2nd 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 - £5.95 The cut off time for Next Day delivery is 3pm Monday to Friday, so if you place an order for next day delivery at 3.01pm 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. - Please note, this option is not available when ordering any of the Framed Scratch Maps.

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

Customs can be a pain in some countries, so we can't ship everywhere yet. You can check the cart page for our shipping destinations. If you see the message “There are no shipping methods available. Please double check your address, or contact us if you need any help”, it means that we don’t ship to you. We’re really sorry if your country isn’t on the list, but we do review things and it may be added in the future. You may still be able to have our products delivered to you from one of our retailers. Just email us here and we’ll try and direct you to someone in your area.

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

Don’t panic! Whether it's damaged or faulty, we'll get it sorted for you. Just get in touch with us at customer services here, and we’ll do the best we can to fix the problem as quickly as possible.

I’ve entered the wrong delivery address! - what do I do?

We all make mistakes, and sometimes if you email us here as soon as you’ve ordered, and it’s within office hours, we can catch your parcel before it’s dispatched to edit the shipping info. It doesn’t always work out, as the service is quite speedy, but if it happens and we’re in the office, we’ll do our darndest to get it changed for you. If we can’t catch it, we’ll email you with a list of alternative options for receiving your parcel.

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

Sometimes it can end up in your spam folder by mistake, so maybe check there, and if not send us an email here, and we’ll confirm your order and give you your tracking link.

Returns

My order’s arrived, but I’ve changed my mind - 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, and then once we have it, we can issue you refund for your item(s).

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

Don’t panic! Whether it's damaged or faulty, we'll get it sorted for you. Just get in touch with us at customer services here, and we’ll do the best we can to fix the problem as quickly as possible.

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

Sometimes it can end up in your spam folder by mistake, so maybe check there, and if not send us an email here, and we’ll confirm your order and give you your tracking link.