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Frequently Asked Questions

Scratch Map Products - Care

Scratch Map Products - Care

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

When removing foil we advise making sure the poster is on a hard, flat surface such as a smooth wall or table. But it also depends on 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® Original

Scratch Map® Travel Original

Scratch Map® Original XL

Scratch Map® USA Landmarks

Scratch Map® Platinum

Scratch Map® Wild World

Scratch Map® Hello

Scratch Map® UK & Ireland

Scratch Map® USA

Scratch Map® USA Travel

Scratch Map® France

Scratch Map® Europe

Travelogue Travel Journal

Matte Finish Paper Maps – use an eraser or fingernail

Scratch Map® Deluxe

Scratch Map® Travel Deluxe

Scratch Map® Deluxe XL

Scratch Map® USA Deluxe

Scratch Map® Rose Gold

Scratch Map® Rose Gold Travel

Scratch Map® Capitals

Gourmet Scratch Map®

Adventure Map®

Adventure Journal

Acetate Finish Maps - use an eraser or fingernail

Scratch Map® Oceans

Scratch Map® Clear

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!

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?!

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 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.

Delivery

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

Standard Economy Delivery – £3.95 We ship all our Standard Service orders via Royal Mail 1st Class post. 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. Express Next Day Delivery – £5.95 Shipped via DPD couriers the cut off time for Next Day delivery is 2pm Monday to Friday, so if you place an order for next day delivery at 14.01 on a Monday, it will ship on a Tuesday and arrive on a Wednesday. Please note orders for next day delivery on a Saturday, Sunday or Bank Holiday will be shipped on the next available working day. Priority Saturday Delivery – £9.95 Shipped via DPD couriers the cut off time for Saturday delivery is 2pm Friday. When placing an order on a Friday, select Saturday delivery from the drop down and proceed to the checkout. If Standard Next Day is selected it will be delivered on the next working day. Please note, this option is not available when ordering any of the Framed Scratch Maps.

I'm not in the UK - what countries do you ship to?

 
Country Estimated Shipping Time Cost
Belgium, Germany, Luxembourg, Netherlands, Switzerland 1-2 weeks £8.95
Denmark, France, Ireland, Italy 1-2 weeks £9.95
Austria, Croatia, Czech Republic, Estonia, Finland, Hungary, Lithuania, Norway, Poland, San Marino, Slovenia, Spain, Sweden 1-2 weeks £13.95
Azerbaijan, Bosnia & Herzegovina, Bulgaria, Georgia, Iceland, Kazakhstan, Liechtenstein, Moldova, Monaco, Montenegro, Portugal, Turkey 1-2 weeks £14.95
Canada, United States 2-3 weeks £13.95
Australia, New Zealand 2-3 weeks £15.95
Hong Kong, Japan, Singapore, Taiwan, United Arab Emirates 2-3 weeks £20.95

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 not sure if I'll be in or not to sign for my delivery – what happens if I'm out?

Either Royal Mail or DPD depending on your choice of delivery 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 re-delivery or collection at your convenience. You should also receive a text or email from DPD with your allocated delivery slot (to the hour), you can then respond to the message following their instructions to request delivery on another day.

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

Customs can be a pain in some countries so we can’t ship everywhere yet. If your location isn’t on the list of places we deliver to, get in touch with us. We should be able to point you in the direction of a stockist in your vicinity, or link you to one of our other online retailers.

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?

Eek, sometimes it can hop into your spam folder by mistake, check there and if not send us an email. You should receive an email when we receive your order, and another when it has been dispatched which will include tracking.

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 a refund for your item(s). Please note, we can only refund items purchased from us on one of our websites, and within 6 months. Framed Scratch Maps can only be returned within 30 days.

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

Whether it’s damaged or faulty we’ll get it sorted. Just get in touch with customer services here within 7 days of delivery. Please keep the delivery packaging it arrived in where possible until you’ve contacted us.