Free Delivery Over £50 *Most UK Addresses | Order Today for Dispatch On or Before Monday 30 May
Frequently Asked Questions
Please check the information below as we have tried to answer/resolve the huge majority of the queries we receive so you don't need to call or email us. If you do not find the answer to your question please email us.
We aim 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 current expected dispatch date is shown at the top of every webpage and will be detailed on your order confirmation. Please note, the dispatch date is the day we dispatch the goods. It is not the delivery date, nor do we indicate it is the delivery date. We do not guarantee the delivery as circumstances beyond our control can have an effect, such as the courier misrouting the parcel, the drivers vehicle breaking down or the recipient not being home at the time of delivery. In our opinion, DHL are a superb courier in almost every circumstance. In 2019, 98.2% of our deliveries were delivered the next working day without any issues.
Yes, but only for frames upto a 320 X 320mm. When designing your picture frame and mount on our website, there will be an option to add a stand up strut back in the Extras tab. However, this option will only be available if the frame size is 320 X 320mm or smaller. Frame sizes larger than 320 X 320mm are not suitable for standing up as they will topple over and could cause damage.
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 glazing 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 as the different parts do not fit together. Before contacting us with a size issue please can you triple 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 £5.00 plus VAT for orders under £50.00, or free for orders over £50.00. Some areas of Scotland and UK Isles are subject to higher delivery charges - Click Here for full delivery information.
We do understand the higher charges to some areas of Scotland and UK Isles are not welcomed by some customers who are lucky enough to live in these wonderful locations. However, all of our delivery charges are supplied at cost price or less. We certainly do not make any profit charging these higher rates and would rather not have to charge them, but we are a business and cannot afford to provide a service at a loss.
All delivery charges are clearly displayed during the checkout pages and before you make any commitment to buy.
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.
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 our Bedford Factory, 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. Alternatively we can arrange a same day/direct courier, but the additional cost may not make it viable.
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 by replying to your order confirmation if the order was placed after 7am the same day.