Frequently Asked Questions
Q: Why don’t we take orders over the telephone?
Purlfrost was created for and exists entirely with thanks to the internet.
We only have one dedicated person to answer all calls. Our telephone line is there to help out with any general queries, lost goods or technical help.
There is no short cut to placing an order from our end - we would also have to use the website to place the order (as if we are “you”). Some orders are quite simple, eg 1metre of film, but most are not, especially bespoke designs and stickers, which require you to make a lot of decisions along the way, entering the measurements, colour, material it’s printed on and the aspect. We have spent a great deal of time making the website as user friendly as possible, with explanations and diagrams to help you make your decisions.
A telephone order could easily take 20 -30 minutes to go through each of these processes, as well as take down your name and address details, email, telephone and card payment, as well as a friendly chat besides. We would need to employ someone full-time just to take around 15 telephone orders per day if this were the case.
It is of vital importance that the measurements you supply are correct. If we are taking a telephone order it leaves a grey area as to who entered the information and who is responsible for getting the measurements right or wrong. With our bespoke designs, you have further opportunity to check your order with the visual we send you – a service that no other company provides.
In order to keep our costs down and our service excellent, we feel that our time is better fulfilled processing the orders and getting them delivered to you as quickly as possible whilst you take your time making sure that you are ordering exactly what you want.
Q: When will I receive my order? (Delivery Times)
You have various options at the checkout which will determine the speed of delivery for your item.
For orders by the metre we are able to despatch the goods the same day (Monday to Friday for orders placed by 3pm).
For bespoke designs and stickers the orders need time to be processed – either artwork created and approved or printing and drying time in the case of stickers.
Cut –to- size film generally will be sent within 48 hours.
We endeavour to process all orders within 2 days, priority is given to special delivery items (£10.00 at the checkout).
Free shipping option is available on all UK orders and these are sent via Royal Mail standard second class and may take up to a week to arrive.
Q: I’m looking to put up a privacy film that I can see out of but no one can see in.
A mirror privacy film can provide this solution, but ONLY under certain conditions. One side of the glass has to be considerably lighter than the other. It does not matter which side of the glass you adhere the film to, it is the balance of light that determines its effect. The area that is darkest is the area from which you can see through the film. The brighter area reflects the light away from the glass and creates the mirror effect. For example, if you have the film on a street facing window, during the day when your lights are off indoors you will be able to see out onto the street. Passers by will see a mirror effect. Later, at night when it is dark outside and you have your lights on indoors, the effect will be reversed. The film is also tinted, which means that it will reduce the amount of light entering your room. It is mainly used in commercial buildings rather than domestic situations. There is no film on the market that will provide privacy day and night from only one side of the glass.
Alternative solutions: Use a frosted film but do not cover the whole window, position it so that it is slightly above eye level to prevent passersby from looking directly into your room. You can still leave an area clear to enjoy your view.
Use a partial obscure Window Film. Some areas are clear, some are frosted. This will not create total privacy, but will deter onlookers as they shall have to get close to the glass to see through.
Q: I would like to put some film in my bathroom. Will it be affected by steam or condensation? Will it peel off the glass?
Our films are completely safe to use in bathrooms and will last for many years. We only advise that if you are applying it to a shower screen that you put it on the reverse side of the glass. Although water on the film will not damage it, over time lime scale may build up on the surface of the film. We recommend you use a soft cloth when cleaning rather than anything abrasive, which may damage the film.
Q: I’m really worried about leaving bubbles and creases behind when I apply the film!
Imagine sticking a length of sticky tape directly on to a window. It will stick instantly, but chances are it will buckle and crease and you won’t be able to fix it straight. Now imagine wetting the sticky side of the tape and the glass with soapy water. You can now move the tape anywhere you want on the glass, smooth it down – even lift it off the glass and position it somewhere else. This is exactly how you apply window film! Only when you are happy with the position do you then use a squeegee and push out any trapped water or air bubbles. Once left to dry the film will be fully adhered to the glass, with perfect results!
Q: I have 2 windows that I would like to have film on. I’m useless at DIY. Can you give me a quote for installation?
Probably 99% of our customers will put the film up themselves. It is so much easier to apply than you think! Because you need to wet the sticky side of the film and the glass with soapy water, you have plenty of opportunity to position the film exactly where you want it, and reposition it even if necessary before it dries. We get regular feedback from customers telling us how simple it is. We now have some installation videos on the website & from the feedback we have received, prove to be very helpful.
However, to give you an idea of installation costs, we charge between £25-£35 per square metre, (depending on type of film – but not a custom design) with a minimum call out charge of £200+ vat.
Q: I’m on your website but need a price for my window measurements; can you give me a quote?
All the prices are on the website. Once you select the product you require there is an option to choose the quantity you require and the prices are displayed alongside. You may need to enter your measurements (in cm) for the price to be calculated automatically. The prices displayed always include VAT and Delivery, unless you need priority next day delivery or are ordering from outside of the UK.
Q: My film has arrived but there does not appear to be any backing paper on it? Have I received the wrong product?
Some of our films, for example the mirror & safety films and the partial obscure films have a thin, clear backing liner, rather than a backing paper. This can be quite tricky to peel off especially if you do not have long finger nails! We recommend you use a small piece of sticky tape on opposing side of the film, in one corner, to “pluck” the film apart from its liner.