Delivery Guide

This guide provides an overview of the procedures and price structure we use for delivering your order. Please note that these points generally apply to deliveries to the United Kingdom mainland only. Deliveries to the more remote areas of the UK, and overseas, are dealt with differently and this is noted in the appropriate sections.

A combination of good packaging materials, experienced packing staff and a high quality delivery company mean that we successfully deliver pictures, picture frames and mounts around the country, and overseas, every day. We use specially designed packaging to absorb shock and prevent breakage, while polythene and plastic provide protection from water damage; wherever it is practical we use recycled materials.

Off the shelf products

Please note that our prices for off the shelf products such as ready-made frames and mounts do not include delivery. The delivery costs will be calculated as you checkout.

Custom-made frames and mounts

Our standard delivery charge for custom-made frames is £7.95+VAT. There is only one charge irrespective of the number of items in the order.

These charges are for packing and overnight courier to mainland UK addresses. The delivery charge for any order to the Channel Islands, Isle of Man, Isles of Scilly, Northern Ireland, and the Scottish Highlands and Islands is £29.75 and delivery takes longer.

Delivery method

We use Interlink couriers for all our UK and European deliveries. They normally deliver in the UK between 08:00 and 15:00, Monday to Friday. Please make sure when you order that you provide us with an address where there will be someone to sign for the package between these times. 

Delivery notification

When your order is ready to be shipped, we will email you at the email address you provided when you placed the order to let you know when it is due to arrive. If, for any reason, you are unable to take delivery on that date, please let us know as soon as possible.

You can monitor the changes in the status of your order via My Pictureframes and, once your order is despatched, the tracking number used by Interlink will appear there. You will then be able to follow the progress of the delivery on the Interlink website by keying in your tracking number.

Interlink will try to deliver to an address twice, and then, failing an answer, they will leave a card giving details of the depot from which you can collect the package.

Overseas delivery

An individual quotation is given for each overseas delivery. Please complete the order form with all of your details and click on the confirm purchase button, but do not proceed with the online payment. We will see your order arrive and get in touch with you regarding the delivery price. Alternatively, you can contact Customer Services via email (specifying ‘Overseas Delivery Quotation Request') at: 

customers@pictureframes.co.uk

or by phone on:

+44 (0)845 226 7249

 

PictureFrames Returns Policy

We want you to be completely satisfied with your purchase and we ensure that all goods are inspected before posting. In the unlikely event of you receiving a faulty or damaged product, you should notify Pictureframes Ltd in writing within 3 days of receipt. You can contact us by email via returns@picturesframes.co.uk or by post at Returns Dept, Pictureframes Ltd, Unit 22d, Wincombe Business Park, Shaftesbury, Dorset SP7 9QJ.

Faulty and damaged products will be replaced free of charge and Pictureframes Ltd will reimburse your return postal costs. Photographic evidence of damage may be required.

Cancellations Policy

Please note our cancellations and returns policy excludes custom-framed art prints, custom-framed limited editions, custom-made frames, custom-made mirrors and any product made from uploaded images supplied by you, the customer. These products are strictly non-returnable and non-refundable.

Cancellations of orders which are not subject to the exceptions above, are only accepted within 7 days of the date of receipt of your order and must be submitted in writing via email to cancellations@pictureframes.co.uk or by post to: Cancellations Dept, Pictureframes Ltd, Unit 22d, Wincombe Business Park, Shaftesbury, Dorset SP7 9QJ

If you wish to cancel your purchased item within 7 days of having received your order and you have already received your purchase, it must be returned to: Returns and Cancellations Dept, Pictureframes Ltd, Unit 22d, Wincombe Business Park, Shaftesbury, Dorset SP7 9QJ

The item must be returned in perfect condition using appropriate packaging to ensure its safe arrival at Pictureframes Ltd. Any returns are inspected on receipt and we regret that refunds cannot be issued if the goods are found to be damaged. Subject to the above, we will refund the total amount paid for the goods (including VAT), within 14 days of receiving the returned cancelled product.

If you wish to return unwanted goods we strongly advise you to send your package by registered post or courier with sufficient insurance to cover the value of the goods. We cannot be held responsible for goods damaged in transit on return.

Pictureframes Ltd will not pay for the return of any cancelled goods.  The cost of returning the goods is entirely your responsibility.

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