Frequently Asked Questions
We have tried to answer any common questions you may have, however if you can't find the answer you can contact us. We will answer your question personally and if we think others may find it usful we will add it to this section.
We guarantee to dispatch all orders within 3 full working days. Most orders will be delivered the next working day after dispatch. Some remote areas of Scotland and UK Isles may take upto 3 days to arrive from the date of dispatch. The only exception to this is for orders taken before, during or just after the Christmas/New Year period.
The services we offer are the quickest you will find online(our competitors quote upto 14 days for delivery). We do offer a priority service that carries a surcharge of £15.00 on top of the standard delivery charge. Opting for the priority service means your order will be dispatched the next working day, or the same working day if the ordered is placed before 7am. Our priority service is not available on every item and only available to ordering being dispatched to UK mainland addresses. If we are unable to fulfill the priority service we will contact you as soon as possible with alternative suggestions.
The mount will be contained inside the frame. Due to the protective film on the acrylic you will not be able to see the mount until you have opened the back of the frame. Please can you remove the MDF backing board from the frame and check inside before contacting us.
The acrylic has a protective film on both sides that will alter the colour of the mount. Please remove the glazing from the frame and peel off protective film from both sides before refitting it in the frame.
It is almost impossible for us to supply the wrong size frame as the different elements are cut by different people, at different times and on different machines. Any mistakes are very obvious and rectified immediately. Before contacting us with a size issue please can you check the measurements of the frame received AND your artwork as we will need to establish where the error has been made before deciding on any resolution. Please remember the frame size always relates to what fits inside the frame from the back, i.e. the size of the glazing and backing inside the frame. Please check our measuring advice page for full details.
Most UK Mainland orders are charged at £5.95 plus VAT for orders under £50.00 net, or free for orders over £50.00 net. Remote Scotland and UK Isle delivery charges are higher - Click Here for full delivery information. All delivery charges are clearly displayed during the checkout pages, before you make any commitment to buy.
All products are made to specification and as such are not eligible for a refund - please see our Store Policies for full details. However we may be able help find a solution. We will not be able to refund the frame in full but we may be able to offer a discount against a replacement item. This policy is at our descretion.
We need to have written confirmation of your order requirements, just in case there are any problems. For this reason it is much easier and more secure to place the order on our website. If you are having any difficult with our website we are happy to talk you through the online order process.
The glazing supplied with all picture frames has a protective film on both sides. If your acrylic appears scratched it is probably due to the protective film still being in place. Please remove the acrylic from the frame and peel off the film from both sides. The film is normally white on our standard clear acrylic and blue/transparent on our UV100 clear and anti reflective acrylic. Scratched acrylic is incredibly rare, so please ensure you have removed the film before contacting us for a replacement.
All of the moulding profiles have been professionally photographed and the mountboard colours have been scanned to a high resolution. In our opinion they offer an excellent graphical representation of the actual product. But they are just a graphical representation of the products. Other factors, such as screen resolution/calibration, can effect what you see.
There are many reason that we can supply the exact same frames at much lower prices than your local picture framer. Here are a few:
We are one of the largest picture framers in the UK and as such can negotiate the best prices due to the quantities we buy.
We do not need to have staff onhand to deal with customers all day as our website is self service. Lower labour costs means lower prices.
A high percentage of the cost of having a picture framed is due to the excellent work your local picture framer would be likely to do. By buying from us you are taking on the role of the picture framer and fitting your own pictures into the frame. The reduced level of service means lower prices.
Lower Over Heads
Our business is based on a sound financial background. We have hundreds of thousands of pounds worth machinery, vehicles and business premises that are all wholly owned by us - No mortgages, no loans, no rent. Our over heads are lower than our rivals and that is reflected in our prices.
All frames are supplied with crystal clear acrylic glazing as standard with options for non glare acrylic glazing or no glazing available, 2.5mm MDF backing board and suitable hanging fixtures are supplied with all custom picture frames. Full details of whats included in the price of all our products can be found here: What's Included?
We can manufacture frames much larger than our maximum online size of 1220 X 915mm. The problem is we cannot send them out via our courier partly because of courier restrictions and partly because they are very likely to arrive damaged. If you are able to collect from either our Bedford or Kettering locations, or if you live within a 50 miles radius of Bedford please email us with details of your requirements and we will work out a price.
The anti reflective acrylic glazing we use only has the anti reflective coating on one side. This side needs to facing outwards to achieve correct effect. If the anti reflective side is facing inwards the glazing will appear to be clear when viewing from the front.
Please review of fitting advice page for details of how to disassemble/reassemble our aluuminium frames.
You can pay securely online using any credit or debit card including AMEX. Alternatively you can pay using your paypal account. Please note that payments via Paypal Echeque will not be dispatched until the Echeque has cleared which is usually within 7 working days.
You will receive an email before 3pm on the day of dispatch. This email is sent once we have assigned the courier and your parcel has been collected. Generally this means you should accept delivery the next working day for UK Mainland deliveries, or as specified for deliveries outside of the UK Mainland. You will also receive email correspondance from the courier on the day of delivery.
Unfortunately we cannot add or amend orders once they are in the system. To be 'in the system' means that that order has been printed and the differents parts of the order have been given to different people operating different machines. This typically happens at 7am the morning after the order has been placed. To locate an order amongst the other 500+ orders that we constantly have 'in the system' is time consuming and prone to errors which is why we cannot add to order after this point. We may be able to add to an order if you contact us before 5pm via email if the order was placed after 7am the same day.
You can opt to have the goods delivered to an address that differs from the billing address. Please be aware that the alternative delivery address must be specified during checkout by clicking the "Deliver this item to a different address" text. To alter the delivery address after the order has been placed may incur an additional fee.
Any item that is being specially made to your specification cannot be cancelled once the manufacturing process has begun. The manufacturing process can begin within a few minutes of the order being placed, and we do work Saturday's and start very early in the morning. If you do wish to cancel your order please contact us at soon as possible to see if it is possible.
We deal with a tiny percentage of damage issues, 0.5% on average. Unfortunately mishaps will happen and we appreciate that it is frustrating when it does. Therefore we try to make the process as simple and quick as possible. In the first instance we would ask you to send us photographic evidence of the damage so it can be verified. Once we have verified the problem we will arrange for a replacement items to be dispatched. Any damage problems must be reported via email and within 48 hours of receipt.
The glazing is the protective front of the picture frame that sits in front of the artwork. It is essential for the majority of framing work. Glazing may be supplied in the form of glass from some suppliers but we use acrylic glazing as it offers better UV protective and clarity. Acrylic glazing is also shatterproof so will not arrive broken on delivery.
You should find a "Click to Reorder" link within the email order confirmation received at the time of the original order. This link will reopen our website to the correct frame specification. Our website also stores your personal gallery of picture frame design. To use this option you will need to create an online account, after which any picture frame orders will automatically be saved in your personal gallery for easing ordering. You can also add any other picture frame design to your gallery by click the "Save to Gallery" button instead of the "Add to Basket" button.
Stand up backs can be ordered as an optional extra on custom made picture frames upto 320 X 320mm You will find this option within the Accessories tab of our custom picture frame designer application. This option will not show on frames that exceed 320mm in either width or height as frames over this size are likely to fall over.
No, if any custom made item arrives with any form of damage or fault we will only supply a replacement to the exact specification ordered. We will not be able to offer a refund or a replacement to a different specification. This policy meets the requirements of The Sale of Goods Act 1979 which states we must refund, repair or replace any item that is not of satisfactory quality. It is a common misconception that this law entitles consumers to a refund if goods arrive damaged or faulty. This is not correct. The decision on which resolution is used is entirely down to the seller, and as the goods have been custom made we will only offer a replacement. This protects us from fraudulent claims of damage as it has been known for some customers to claim an item is damaged in order to get a refund, when the goods have been simply been ordered incorrectly.