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Loyalty Points
All consumers are protected by the Consumer Rights Act 2015 and the Consumer Contract Regulations 2013.
The reverse (inside/bottom) edge of a picture frame is not finished to the same standard as visible surfaces. Minor excess paint, dents or holes on the back are normal and do not affect the frame's intended use.
We strongly recommend sealing the back of all wooden frames with tape once the artwork is fitted. This adds strength and security, especially on larger frames or thinner mouldings. You can view a demonstration video here.
Wood frames may have a slight bow. This is normal and easily resolved by taping up the back of the frame. A professionally framed picture would always be sealed at the back.
Colours and finishes may appear slightly different on your screen due to device settings. We make every effort to show accurate images, but minor variations between the website and the actual product are to be expected.
Wood is a natural material. Slight batch-to-batch differences in colour and grain are normal. If colour matching is critical, please order a sample first.
Our product names (e.g. "White", "Grey", "Walnut") are descriptive only and cover a wide spectrum of colours - a "white" product may not match other "white" products as "white" isn't a single shade. "Gold" frames are not made of real gold, and "Walnut" frames are not made of solid walnut.
Moulding dimensions can vary slightly (+/- 2mm is typical) between batches. These small tolerances do not affect the size of the artwork that fits inside.
Wood can warp due to changes in humidity or temperature. This is not a manufacturing defect. Display frames in a room with stable temperature and avoid hanging them directly above radiators or heat sources.
Made-to-order and personalised products (picture frames, mounts, digital prints, canvas reproductions, etc.) are not eligible for cancellation, exchange or refund under UK law. The Consumer Contract Regulations 2013 clearly state that goods "made to the consumer's specifications or clearly personalised" are excluded from the normal 14-day cooling-off period as these items cannot be resold.
Goodwill gestures (discretionary)
On occasions we may be able to help with orders up to £200 where an item has been ordered incorrectly or does not meet expectations. This is entirely at our discretion and is offered as a gesture of goodwill - typically in the form of a replacement at a reduced price. It does not mean we will automatically refund or replace any order.
Non-personalised / stock items
Any item that is not made to your specification may be returned for a full refund (excluding delivery costs) provided:
Partial returns
If only part of an order is returned, we will recalculate the invoice using the website prices at the time of order for the items kept. Delivery charges and any discount thresholds will be adjusted accordingly. Any discount/incentive that no longer applies will be deducted from the refund. For example, if you received free delivery based on a total over £50 and subsequently returned part of the order for a refund, our standard delivery charge would be deducted from any refund if you were no longer eligible for it.
If you have a problem with your order (for example, incorrect size or colour), please contact us. We will do our best to resolve the situation.
"Damage" refers to obvious scratches, dents or breakages caused during transit or by misuse(reasons beyond our control).
Once you accept the goods from the courier, the risk passes to you. We ask that you note any obvious damage on the delivery document where possible. However, we understand this is not always practical.
We will accept responsibility for obvious damage reported within 48 hours of delivery and before the item has been used.
To protect us from malicious claims, we will only supply a replacement to the exact original specification when goods have obvious damage. We cannot offer a refund or a change of specification.
A frame is considered "used" once the acrylic glazing has been removed and the protective film peeled off. We cannot accept damage claims after this point (except for scratched acrylic - see below).
Scratched acrylic is the only exception: because scratches are not visible until the protective film is removed, we will still accept claims reported within 48 hours.
Returning damaged goods
We may ask you to return the damaged item. We will arrange a free collection by courier during normal working hours on a weekday. The item must be repackaged in the original packaging (or equivalent) and made available for collection throughout the day.
Manufacturing defects are treated differently from transit damage under the Consumer Rights Act 2015. Examples include:
Basically, if we make a mistake, we will own it and resolve it.
You are entitled to a refund or replacement if, based on the expectations of a reasonable person, the goods are not of satisfactory quality or not as described.
Our approach:
We consider all relevant factors and assess whether the goods meet the standard that a reasonable person would expect, in accordance with the Consumer Rights Act 2015.
Refunds will only be authorised when items are returned in an unused condition. It is essential for goods to be inspected before the protective film is removed from the glazing as this indicates the goods have been used.
Minor issues that do not affect the final appearance or functionality of your order do not qualify for a refund or replacement. This includes slight colour differences, marks on the reverse of the frame, delivery arriving a few days later than expected, or the frame being around 1mm larger than specified.
Should a refund be authorised after a replacement is refused, we will not resupply the same or similar item.
Custom-made orders (picture frames, mounts, digital prints, canvas reproductions, etc.) cannot be cancelled once production has started. Manufacturing can begin within one hour of the order being placed.
We strongly recommend you check your order confirmation email immediately and contact us immediately if anything is incorrect.
We are also unable to cancel or amend any custom order that is delayed in transit for a few days and for reasons beyond our control.
Need help?
Please contact us - we are always happy to discuss your order and will do our best to find a fair solution.