What are your lead-times for orders?
All orders are made to order in our factory here in the UK.
Our usual estimated lead-times are below, however during busier times of the year these can increase:
- Small orders up to £250 in value – despatched 2-4 working days after order being placed
- Medium orders between £250 & £600 in value – despatched 3-5 working days after order being placed
- Large orders of £600+ in value – despatched 5-8 working days after order being placed
If your order is urgent please do drop us an email or let us know in the order notes section. We will always do our best for you but of course we cannot make any guarantee.
Are your frames made to order?
All our frames and mounts are made to order from here in the UK.
Are there any discounts available?
Orders are discounted based on their value.
5% – on orders £250.00 and over
10% – on orders £500.00 and over
15% – on orders £750.00 and over
20% – on orders £1000.00 and over
(Only one discount can be applied to each order)
If you wish to buy a larger quantity please contact the office to discuss further possibilities.
The value of the order excludes VAT and any delivery costs.
Goods damaged or missing?
We need to be informed within 3 working days of you receiving your order of any damages or missing products.
We always try our very best to ensure your order arrives correctly and in good condition. However mistakes can be made and for this we apologise.
Unfortunately damages or missing frames cannot be replaced. This is a costly and time consuming process and doesn’t help us be able offer the best prices we can.
Therefore a credit or refund will be given for all missing or damaged products.
Replacements may only be given if they can be sent with a new order which has been placed by you. And this is still at our discretion.
Thank you for your understanding.
What size frame do I need?
What size is your photo or picture? If you already have a frame measure across the back, do not include the moulding.
What glass do you supply in your frames?
We use 2mm float glass or 1.2 styrene which has a protective film which you will need to remove or the photo will look cloudy.
What backing do you use?
Our backing boards are made from 2mm thick MDF. Frames in sizes up to and including 14×11″ come with 2 hooks and a strut. This means they can hang or stand both ways. (Portrait or landscape) Other sizes, including 16×12″, 20×16″ and 20×8″ come with hooks only.
How accurate are the images on your website?
They are taken by a professional photographer and are as close to the product as possible.
Can I have samples?
We can send you a piece of the moulding or reserve the right to charge you for the samples, of which the cost would be deducted should you require an order.
The styrene is misty and scratched?
The styrene is protected both sides by a clear film which you just need to peel off.
Do you make bespoke frames?
Not usually but we will try to help if we can. Please ring the office for assistance.
Do you make bespoke mounts?
We would be happy to assist you if we can. Please ring the office to discuss this.
What are your returns policy?
Frames are supplied with glass and the product is fragile. In the event of damages or faulty goods, we must be notified (either by email, fax or phone) within 3 working days of goods being received, otherwise we cannot accept liability.
Our returns policy does not affect your statuary rights but note that we are a B2B site and distance selling regulations does not apply.
Can I open a credit account?
Subject to status. Please give us a call to discuss this.
I live outside the UK?
Please speak to the office regarding this.
Can I adjust my order?
Unfortunately orders cannot be changed once they has been placed.
Orders are given to production as soon as possible and changes nearly always creates problems!!
Do the prices include VAT?
All prices quoted or displayed on the website exclude VAT.
How do I pay?
You can either pay by card or into our bank account.
We are a B 2 B and distance selling regulations do not apply.