Your order should arrive in perfect condition, and we hope that you will be delighted with your received goods.
If there is an issue with your order, please let us know as soon as possible. We are keen to resolve issues as soon as we possibly can.
If a package arrives from us and it is clearly damaged, please refuse delivery. Where goods are signed for as damaged and returned to us by the courier, we will ship new products or offer a full refund. If in any doubt, please sign for goods as unchecked or inspect the contents before signing. You must notify us of any damage to your order by phone or email within 24 hours of receiving the goods.
All returns must be made within 30 days.
Our cancellation and refund policy is set in accordance with Distance Selling Regulations 2000.
- Picture Frame Moulding lengths, packs & boxes
- If the external packaging appears undamaged but the moulding lengths inside are damaged, we will do our best to provide replacements, but please be aware that some profiles, wood types and finishes may not appear exactly as shown on your computer screen. We advise anyone who is worried about such characteristics to order a moulding sample before making a larger purchase. Returns are accepted within 30 days for a partial refund (minus a 20% restocking fee) depending on the condition of the product upon arrival at our workshop.
- Chop Service
- Mouldings supplied on chop service cannot be returned for a refund or exchange, unless they have been incorrectly chopped by us.
- Custom Made Products
- Custom frames, glazing, mirrors, mounts and boards which we have made to your measurements cannot be returned for a refund or exchange unless they have not been correctly supplied. This includes frames marketed as "standard size" and "ultra value". All frames manufactured from our main moulding range are custom-made to order.
- Ready Made Frames
- Frames marketed as "Ready Made" can be returned to us within 30 days (at the customer's cost) for a partial refund (minus a restocking fee of 20%) depending on the condition of the product upon arrival at our workshop.
- Framing Accessories
- Items from our DIY Framing range that are not cut to a bespoke size (such as fixings, screws and tape) can be returned to us within 30 days (at the customer's cost) for a full refund. Any custom/bespoke item (such as glass, boards and mounts) cannot be returned for refund or exchange.
If you have any problems or questions at all regarding your order, please telephone us on 01246 554338 or email us.