Returns Policy

Effective 25 July 2017

As with any online shopping experience, there are certain terms and conditions that both us, the seller, and you, the customer, must agree to when a transaction takes place. Set out below are the terms you agree to with regards to cancelling and returning your purchases.

Custom Products

The vast majority of products for sale on this website are classed as custom products. All picture frames and mounts that can be priced by typing in unique dimensions are considered custom. All mirror and print products are also classed as custom products.

Note that any product referred to as being in a "standard size" does not necessarily mean it is ready-made or off-the-shelf. This is in accordance with Trading Standards. We are a custom frame manufacturer and all products cut on our own premises are considered made to order.

If you are unsure as to whether your products are considered custom, please contact us.

Fit Protection

Fit Protection covers incorrect measurements only and products will only be replaced with the same specification as per the original order with the exception of the relevant sizing issue. It can not be added nor will be valid on orders where the value of custom products exceeds £100.

Should you activate Fit Protection, the original order will need to be returned in the original packaging prior to delivery of your new order. Should this be damaged in any way, we reserve the right to cancel your Fit Protection and stop production of your replacement items. Should you have paid for the Fit Protection, no monies will be refunded.

Should you wish to activate Fit Protection, you must notify us of the correct measurements within 14 days of receipt of your original purchase. Should you activate Fit Protection, you are liable to pay the delivery charge for the new order.

This service can only be used once, any subsequent orders will not be covered under Fit Protection.

Please note that Fit Protection only applies to customers living in the UK (mainland only).

Cancellations & Changes

If you wish to cancel or change an order or elements of an order prior to dispatch, please contact us as soon as possible.

Custom-configured products that haven't been ordered with qualifying Fit Protection cannot be cancelled or changed if they have entered production.

Note that our acceptance of a cancellation or change request regarding custom products having entered production is a goodwill gesture and is not required by UK law, irrespective of value.


Please inform us of your intent to return your order, or particular items from it, anytime prior to the date 14 days after you or a nominated recipient received possession of the last product in your order. You can express this intent to return a product or cancel an order by calling us on 01480 214777 or through our contact form.

Please ensure that in the event of us organising a carrier to collect your return that you have packaged the product(s) and its associated accessories securely and that you have indicated your RA number on the packaging.

Please note that you may not return the following products, except in the case of damage or incorrect supply.

  • Custom-configured products that haven't been ordered with qualifying Fit Protection.

Damaged or Incorrect Delivery

If your goods are received defective or incorrect you should contact us within 14 calender days of accepting delivery, so we can arrange to have the product(s) collected. In addition to your consumer rights, you will be given the option to have the product(s) replaced at no charge to you. Your failure to inform us after 14 calender days of you accepting delivery shall constitute a waiver of any such claim.


Once we receive your return and have checked that it conforms to the original returns authorisation we will initiate a refund immediately. If you cancelled an order which has not yet been dispatched, we will initiate your refund immediately or cancel the request for funds from your bank account.

The way in which your refund is processed will change according to your original payment method. Payments made by card will be issued to the issuing bank within 5 business days. Payments made by cheque, BACS or cash will be refunded by BACS within 5 business days. Trade customers may wish to be issued with a credit.

An authorised return will result in a full refund covering all costs associated with the product(s) returned. Note that refunds will not be issued for express delivery costs or any part of the standard shipping costs if only part of an order is returned.

Unauthorised Returns

Any goods returned without an RA number will be held for 3 months from date of receipt. During that time you will have the option for us to return the goods to you at your expense, or arrange collection.

Other Exemptions

The terms detailed here relate to web orders placed by non-trade customers. 'Non-Trade' customers are considered such if they don't have a credit facility set up; or have no unique products resulting from discussions with our B2B department.

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