Delivery & Returns. Currently, we are only able to deliver to the UK mainland, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and Isle of Man. Deliveries to the Channel Islands may have a shipping surcharge applied. We are unable to ship to destinations outside of the UK.
For speed and reliability we only use UPS overnight or Royal Mail to deliver customer orders. For smaller items we may use 2nd class Royal Mail.
When dispatching picture frames packaging is important, this is reflected in our p&p costs. We dispatch your frame packed in mdf and corrugated card to ensure it arrives with you in perfect condition. We may use recycled card for packaging and over 95% of our packaging can be recycled as cardboard/paper. Please recycle the poly stretch wrap responsibly.
On very rare occasions if you require delivery to outlying areas of the UK including those areas listed above, or the size of items ordered exceed standard shipping sizes, we may apply a shipping surcharge. If this is the case we will inform you by email, then with your approval issue an e.Invoice, as we do not receive your card details from PayPal. If you do not agree to the shipping surcharge, you have the option to cancel your order with a full refund.
Prices for postage & packaging are as follows:
£00.00 – £12.00 — £4.00
£12.01 – £50.00 — £6.00
£50.01 – £100.00 — £8.50
£100.01 – £150.00 — £10.00
£150 and over — £12.50
Our frames are made to order therefore our standard dispatch time is 2-3 working days from receipt of your order. During busier times this can be up to 6 working days, we will notify you if this is the case. You then have the option to cancel your order with a full refund.
We will keep you updated about the progress of your order, including emails to acknowledge your order, a scheduled dispatch date, also notification of dispatch. If you require your order to reach you by a certain date, please ensure you order in good time, contact us for current dispatch times, or specify a date required in the comments box towards the end of the ordering process.
Even though we offer best practice in customer service, we will not be liable for any financial or any other kind of loss to you the customer for any reason including, incorrect supply or delayed delivery including delays by our carriers, weather conditions, strikes and industrial action, or any other reasons which are beyond our control.
We dispatch 95% of our orders by UPS overnight, smaller items are dispatched by 1st or 2nd class Royal Mail. If you are unavailable to receive your order it may be taken to a local UPS pick-up point or to a local post/sorting office, where you can collect at a time convenient to yourself.
If after a set time you have not collected your order it may be returned to us, in which case you may incur additional delivery costs, in this case the order cannot be cancelled due to non-delivery and no refund can be issued.
Cancellations & Returns
Whilst we are able to cancel orders, this must be requested in writing by email within 7 days of placing the order, starting from the day after you placed the order, providing the order has not already been dispatched. As soon as we receive notice of your wishes to cancel your order, we will refund the relevant part of the purchase price for the item(s) cancelled, including delivery charges.
Under U.K. distant selling regulations, due to the bespoke nature of our products, cancellation or returns are not available once the manufacturing process has begun, or orders have been dispatched. Ready made frames are excluded from this clause, if you wish to return a ready made frame please contact us for a returns number.Other returns are accepted in the following circumstances: 1. Those that are damaged on arrival, in which case we must be notified by email within 48 hours of receipt of order. 2. Goods that have been supplied incorrectly by us, or goods that are not specified on the order you placed with us. If returned due to an error made by us, or damage in transit, your return postage costs will be refunded to you, in addition to replacing the goods with the correct items or a full refund. 3. Our priority is ensuring you are fully satisfied with any purchase from us, in the unlikely event that you encounter a problem please contact us to discuss what can be done to resolve the issue. Should an item be returned to us that was correctly supplied, carriage costs will not be refunded, plus we advise use of a signed for delivery and insured service.