FAQ’S (FREQUENTLY ASKED QUESTIONS)
How can you send picture frames with glass in and not have the glass break on the way?
We have many many years of experience in packing picture frames so that they don’t get broken in transit. We guarantee our packaging and delivery as well as our picture frames so on the very rare occasions that the glass does break, we will replace it as quickly as possible free of charge. For larger pictures, we will not supply glass unless we deliver the frame using our own vans and the website will not let you order glass for such frames. If you really do want glass and you don’t live close to Shaftesbury, please call or email Customer Services for advice and a quotation.
Where do you deliver to?
We deliver anywhere in the world! We are frequently asked to prepare frames for individual delivery and we have delivered frames to every continent except Antarctica We try and offer multiple shipping methods so you can choose the speed and price combination that suits you best. If you don’t see what you want, please call or email Customer Services for advice and a quotation.
How fast do you deliver?
The short answer to this is that it depends what you order and where you are in the world! We aim to despatch our ready made products within 1 working day of order (provided they are in stock of course). We aim to despatch our custom-made frames and mirrors within 10 days of receiving your order and we will frequently beat that significantly. If you have a particularly urgent requirement, please either include it as a note on your order or email Customer Services to explain.
I have a picture which was glazed but the glass has been broken. Can you re-glaze it?
Usually we can re-glaze it but there are some exceptions. Photographs can be particularly tricky because sometimes the surface sticks to the original glass and it is very difficult to separate the two – which is one reason why we recommend having your photographs framed with a mount to keep the surface of the photo away from the glass.
Can I cancel an order? If so, how do I cancel an order?
Obviously we are sad if you want or need to cancel an order with us. 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 do not fall into any of the categories listed above are only accepted within 7 days of the date of order and must be submitted in writing via email to firstname.lastname@example.org or by post to: Returns and 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 making 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. All returns are inspected on receipt and we regret that refunds cannot be issued if the goods are found to be damaged. We will refund the total amount paid for the goods (including VAT), less the original delivery charges (and/or collection charges) 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.
Why are the default settings for the mount margins different for the top and bottom margins?
The convention of “weighting” mounts, ie adding a bit more at the bottom than the top and sides, is universally accepted amongst professional framers and dates back over two centuries.
The main reason is that, because the eye naturally “reads” from top to bottom, a picture will look “top heavy” without a definite bottom end. The right amount of weighting will correct this optical illusion without being obvious – we normally reckon between 10 and 15%. On a more practical note, if you don’t weight the bottom, gravity means that all of the tolerance in the frame will end up at the top and so you would actually have a top that’s weighted by 2 or 3mm.
There is some debate about weighting the mount for square pictures as the artist probably intends the finished picture to remain square.