All picture frames, mounts and canvas reproductions are made to customer specification and are not eligible for a refund under the terms of UK law for distance selling as they fall into the "Personalised or Made to Order" category - Full information regarding your rights can be found here.
On occassions we may be able to find amicable solution for items that have been ordered incorrectly, or do not meet your requirements for other reasons. However this policy is entirely at our discretion and would only apply to orders upto £200 in value.
If there is a problem with your order such as the size or colour, please contact us and we will see if there is anything we can do to resolve the situation. You will find we are more sympathetic to customer errors if they reported in pleasant and non confrontational manner.
Any item that does not fall into the "Personalised or Made to Order" category may be returned for a full refund excluding delivery costs. Any item must be returned with 14 days of receipt and at your expense and in the original packaging. We will not refund the postage cost for any correctly supplied item. Should only part of any order be returned we will amend the invoice total to the online price for the items retained and only refund the difference. If, by returning part of any order the order total falls below the free delivery threshold, delivery charges will become applicable and deducted from any refund.
We deal with a very low number of damage issues, but unfortunately mishaps do happen. When they do, we will try to resolve the problem with the minimum of fuss. To speed up the process we may ask for photographic evidence of damage so it be verified without needing to have the item returned first. Once we have verified the damage we will contact you as soon as possible to advise on our recommended solution.
It is very important that any damage is reported to us within 48 hours of the item being accepted from our courier. We cannot be held responsible for damage that is reported outisde of this deadline as it may have been caused due to circumstances that are beyond our control.
If your frame does arrive damaged we will supply a replacement to the original specification detailed on your order confirmation. We will not be able to provide a refund or a replacement to a different specification. This policy meets the requirements of UK law for distance selling when products have been made to specification provding the replacement is offered within a reasonable time period.
We may require the damaged item returning and will arrange this at our cost. We will arrange for a courier to collect the item during normal working hours on a pre arranged week day. We are unable to provide a timed collection so the item would need to be available throughout the day. Any item being returned to us must be repackaged in a similar way as it was received and must be returned in the original packaging.
Any order for a custom picture frame, picture mount, digitally printed products or any other product that is being manufactured to a custom specification cannot be cancelled once production has begun. The manufacturing process may begin within one hour of the order being placed so we strongly recommend you fully review your order confirmation immediately. We are also unable to cancel any custom made order that is delayed in transit for any reason whatsoever.