Frequently Asked Questions

If you have any questions that are not already answered below, please do not hesitate to contact us. Our phone number is 0843 289 1044 and is open, Monday to Friday 9:00 - 17:30. You may also contact us by email.

What’s included with our frames?

All our picture frames will arrive at your door ready to hang. Included in your box will be, the picture frames you have ordered, hooks, hanging string, hanging brackets, screws and a nail. We also include a handy leaflet that takes you through how to put your artwork inside your frame step by step. If you have ordered any extras, such as heavy duty hangers, or tape, these will also be included in your box.

Does your picture framing system accurately represent the frame i have chosen?

All our frames and mounts have been photographed in such a way they are as clear and as accurate as possible, although it is possible that your computer screen can display things slightly differently which may have a small affect on colours. Please note that our online framing system is not to scale.

Are you able to supply samples of frames?

Yes. You can click here to browse our collection of frames. Once you have found a frame you would like a sample of, click the order sample button. Samples are charged at £2.00 each plus delivery. If you order 5 samples or more, delivery is free.

When can i expect my frame to be delivered?

We aim to manufacture your frames and dispatch them for delivery within 7 working days, subject to stock. In the unlikely event that the frame you have chosen is out of stock, we will contact you to let you know. You can arrange an alternate frame for your artwork in most cases. Actual delivery time depends on the delivery option you select during the checkout. We have a selection of delivery options, including next day delivery. Our website doesn't show any frames that are out of stock, so unless their is a problem with our stock, it is very unlikely you can order a frame we don't have in stock.

Am i able to view the status of my order?

Tracking your order is easy! You have a few options, you can click here to log into your account, which shows you the status of all your orders with us. You can also re-print invoices from your account. You can call us during our opening hours on 0843 289 1044, we will be happy to help over the phone. You can also send us an email, but please remember to include your order reference, or full name so we know who you are! We will respond to your emails within 1 working day.

Is it save for me to use your web site?

We do not pass any of your details on to third parties, all your information is held securely on encrypted servers. Our online payment gateway is through Sage Pay ( Protx ) who are the UK’s leading payment gateway. All transactions made through our web site are protected by a 256bit SSL Certificate allowing for sale online transactions and secure data transmission from your computer to our web site.

What happens if goods are damaged in delivery?

If you find your goods are damaged in transit, please call us immediately as your delivery is fully insured. We will manufacture replacement frames as soon as possible and dispatch them to you.

What payment methods do you take? Can i pay over the phone?

Yes, we accept payments over the phone via all major credit an debit cards, including Visa, Mastercard, American Express, JCB, Maestro, Switch, Solo, Visa Electron, Visa Debit and more. Our online payment gateway is through Sage Pay ( Protx ) who are the UK’s leading payment gateway. All transactions made through our web site are protected by a 256bit SSL Certificate, issued by VeriSign, allowing for safe online transactions and secure data transmission from your computer to our web site.

I can not find a frame i like, can you help?

Yes! We show hundreds of our most popular frames online, but we have thousands more to choose from, however we do not carry them in stock, so manufacturing may take longer. Give us a call today for more information on our other frames. You can also send us a picture of a frame and we will let you know if we can supply the same frame, or we will send you photos of visually similar frames. We will always try our hardest to source the right frame for you.

Can you provide mounts with Black cores?

Yes! All the mounts on our website come with the standard white core, but we can provide a limited selection of the mount colours on our website with a black core. If you would like to place your order online as normal, then send us an email, or give us a call and we will change the mount over to a black core for you. There is no additional charge for black core mounts. *A black core simply means that where the mount is cut on the inside at a 45 degree angle the inside of the mount is black, rather than white.

Do you print artwork?

When you upload a picture to our website, it is just so you can see what it will look like in your made to measure picture frame. We do not supply prints of any artwork you upload to us.

Do you offer discounts for larger orders?

Yes! Our discounts are calculated manually by one of our friendly staff members. Please contact us on 0843 289 1044 if you would like a quote on a large order.

Do you price match other websites?

We will do our best to match a price if you can see the same frame on any other website. We do not match the price of ready made frames, only made to measure picture frames.

How do i know you have received my order?

When we receive your order, our website automatically generates an invoice for your order, an account for yourself and a unique order reference. You will receive all this in an email, usually within seconds of placing your order. Sometimes this email may go inside your junk email box. If you have not received this email within 6 hours of placing your order, please contact us to confirm your order has been received.

Can i place an order over the phone?

We will do our best over the phone to help you, however we do advise against placing your order over the phone. We like to minimise human error, so placing your order on the website is the easiest way of doing this. If you are genuinly struggling to place your order on our website, please contact us for assistance.

Do you have a minimum order amount, or quantity?

No, we do not require a minimum order. The same applies for our free delivery offers. You can place an order as small, or as large as you require.

Can i have an account?

Once you have placed an order on our website, you automatically have an account with us. All your orders are visible in your account section on our website. We don't however offer credit accounts due to the fast turnaround of our products.

Do you accept purchase orders?

Please contact us by phone for more information on purchase orders.

We want to place a very large order, is this ok?

We have all the necessary capabilities in place to deal with large orders. Please contact us prior to placing your order, as delivery times may vary.

Do you deliver at weekends?

Yes, we can deliver at weekends. We do not currently show this as an option in our checkout, but all you need to do is contact us by phone or by email and we will arrange for a Saturday delivery. Saturday delivery costs are £35.00 + VAT.

I still have a question, can i call you?

Of course, call us during our opening hours on 0843 289 1044.