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UK, Order by 2pm for same day dispatch - US Order, dispatch within 2 days, Mon to Fri.
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FAQ & Submit Feedback

Questions & Answers
Here's the common questions we get asked, if you find no answer
please submit your feedback

GENERAL

Can you print the photo?

Sorry, we do not print, we are a picture mat designer.

How do you personalise?

We use the highest technology computerised pen tool machinery that enable to write the text.

Can I change the wording instead of your standard wording?

Of course you can! Write your message in the checkout note and mention 'your wording to replace the standard' - please ensure the characters fits across the mount. If in doubt submit your feedback above to double check before ordering.

FRAME

How is your frame measure?

The frame is measured inside the surrounding, the glass / picture size not the overall of the frame. How to measure your frame

What are your frames made of?

Our frames is made of recycled polystyrene polcore moulded with glass, hardback board, saw hook and strut back.

What is polystyrene?

The picture frame mouldings are made from recycled polystyrene, come from waste. Polystyrene has been recycled and reformed to produce 90% of the material that makes up the moulding ... particularly in today's world.

The matt finish are pretty impressive and look quite classy.

100% of our ready-made frames are manufactured from the UK supplier - supporting UK business.

What colour frames do you have?

White /  Black / Classic Dark Oak (Dark brown) / Classic Beech (Light beech)  / Highland Rustic (dark wood effect).

Please bear in mind the oak and beech are not real wood - they are just a general name for the colour.

What size do you stock?

9 x 7 inch (22.8 x 17.8 cm) 
12 x 10 inch (30.5 x 25.4 cm)
16 x 12 inch (40.6 x 30.5 cm)
20 x 8 inch (50.8 x 20.3 cm)

PICTURE MOUNT

How do you measure a picture mount?

A picture mount is a photo insertion - measure the exact width and length inside a frame. The mount is the same size as the glass.

What is an aperture?

The aperture is an opening to see your photograph.

Aperture cut to size to fit your photo - for example, photo size 6 x 5 inch the aperture are cut 5.5 x 3.5 inch.

We can cut any custom size, shapes and forms. The overall max cut size - 30 x 43 inches.

Type of mountboard?

We use pure white conservation board. Each board is lignin-free, alkaline-sized, pH neutral and is calcium carbonate buffered to enhance its useful lifespan by minimising the effects of atmospheric pollutants.

Colours available - Black, Misty grey, white, blue, pink and cream. We can source other colours for you.

Can I buy the mount without the frame?

Yes, hop over to the > Mounts Page

CUSTOM OWN DESIGN

Can you make custom order?

Yes - You may have different design that are not displayed on our website. We can draw using a path trace, design, cut and personalise at no extra charge.

Learn more what you need to do.

ORDER

How long does an order takes to make?

Depends how many you wish to buy, one item usually take 10-15 minutes to complete - packaging takes more time than the actual order.

If ordering more than one item, the machine will make them all at once which is quicker. We crafted the items together and ready to go for dispatch.

I want to order but it's out of stock?

Due to high demands, some are sold very quickly. You'll find the message Sold out! ... Notify me when this product is available. Input your e-address and we will notify you when stocks becomes available.

Can it be gift wrapped?

Unfortunately, we do not offer gift wrapping service. We can add a gift note and will include the invoice inside the package.

You can download a PDF invoice in your order confirmation receipt email.

DELIVERY

Where do you ship to?

UK, Northern Ireland and Scottish Islands
International - USA, (Australia and New Zealand - shipping currently disabled)
Europe - we no longer ship due to EU laws - Brexit 

How will my order be delivered?

We use Royal Mail for UK and TNT and Parcelforce for international.

When can I expect my order?

UK orders - Usually within 2-3 working days. (order by 2pm for same day dispatch on Mon to Fri)
International orders - Depends on location / zip code.

Can I track my order?

Yes, tracking number are added in your dispatch confirmation email.

I want to buy a gift for my friend can you send it to her address? 

Yes, enter your friend's shipping address in the shipping part not the billing. Please ensure the address with the postcode are correct.

Can you deliver to a different address not my billing address? 

At work or elsewhere? ...the company name must be added in the address field with the recipient's name. Signature is required for delivery to the company's address.

Unclaimed Parcel / Incorrect Address

Unfortunately, any parcels returned back me due to the incorrect address will result a shipping charge to re-post with the correct address.

Unclaimed parcels - Package not collected from your local sorting office or refuse delivery will not be refunded due to the nature of the product. Most are personalised and made to order.

Depending on the size of the package to re-send

UK - £7 - £12
US - $35 - $39

RETURNS & DAMAGED

Can I return my order?

For a change of mind, returns must be returned within 14 days of delivery, please note you're responsible for the cost of returning the item in the same condition we sent for a full refund.

Please keep your proof of receipt in case you may need to claim for damage or loss of your return.

We will issue a refund once we receive the item back.

Personalised item - we regret the personalised and custom order are not returnable unless faulty.

My order damaged?

In the unlikely event, the courier may accidently drop your parcel or during transit/depot.

Please contact us for a replacement, we also require the photo evidence to send to the Royal Mail to claim loss/damage.

Any questions - please submit your question for a feedback.

Very rare we receive any comeback about damage as we securely wrap it well to prevent this. Please read our rave reviews.