UK FREE DELIVERY ON EVERY ORDER!
(Includes Northern Ireland and Scottish Islands)
FREE UK delivery on all orders
We use Royal Mail Tracking/Signature Services;
Tracked48 – Monday to Friday (usually received within 2-3 business working days)
Orders placed before 2pm are dispatched same day (Monday to Friday)
Orders placed after 2pm are dispatched the following business working day
Orders placed after 2pm on Friday and weekends are dispatched on Monday (if Bank Holiday falls dispatched on Tuesday)
RUSH ORDERS - in a hurry? Move your order to the top of the queue. Select Special Guaranteed delivery at the checkout.
SPECIAL GUARANTEED DELIVERY before 1pm, next dayOrder before 2pm to receive by 1pm the following day
There are some exceptions as explained below, (for Special Delivery Guaranteed)Orders placed before 14.00 on Monday, will be delivered on Tuesday
This service is not available on Saturday, Sunday and Bank Holidays.
Returns must be within 30 days of delivery, please note that you will be responsible for the cost of returning the item to us for a refund. Please use tracked delivery for your return as we cannot be held responsible for the loss or misplace of the item.
(Non-personalised) We will refund the purchase price of the item when we received your item(s) back.
This excludes personalised items due to the nature of the product.
Made to order - If an item has been made to order or personalised with a name, birth details etc we regret that it cannot be returned.
Personalised with one (first) name is returnable, can be sold again but not the full name and birth details.
Azana Photo Frames, 19 Pine Close, Taunton, Somerset. TA1 2SD. Please enclose your invoice when returning.
Please note; Do not return the frame with broken glass - contact us first.
PERSONALISED CUSTOM TO ORDER
We regret that we cannot accept returns on personalised items that are specially made, or ordered with your choice of name(s), personal baby's birth details and any message/quote of your own.
Unless we have made a mistake on our part with the personalising error or design order, please contact us. We will replace the mount, no need to return the frame as soon as you receive the mount replacement just swap it over and discard the original mount.
We hope you love your frame(s) as much as we do but if you have changed your mind, you're welcome to return it back to us at your own cost for a refund (see returns above). This excludes personalised custom to order (see personalised custom to order above). When we received your returned item(s) and are in a good saleable condition - we will refund back to your account instantly. Please note refunds may take a while to appear on your statement due to bank transaction processes.
We reserve the right to refuse returns if the product isn't received in new, unopened condition and damaged.
Useful tips; When returning please ensure to protectively re-packed with a fragile sticker or tape, alternatively mark 'handle with care' onto the package. Also use a bubble wrap to prevent the frame being damaged during transit.
DAMAGED DURING TRANSIT
Damaged or faulty, it is recommenced that any parcel should be checked for any damages within 5 days after receiving your parcel. In the unlikely event that your order arrives damaged during transit or faulty please let us know within 5 working days after receiving your order. We can either give you a refund or a replacement.
Given the nature of the products we sell, many of which contain glass, we advise our customers to take extreme care when opening packages to avoid personal injury.
ROYAL MAIL AND TNT
When an item cannot be delivered, the Royal Mail will attempt to leave the item with a neighbour if deemed safe to do so. Should this not be possible the item will be taken to the nearest Post Office or Depot to wait collection or re delivery. The customer is left a card to advise them of where the item has been left and what they need to do.We will not accept responsibility for parcels that are not collected from local depots or Post Offices.
Parcels are normally returned to us after 16 days, this will incur a cost which we will pass on to the customer for re delivery. See Uncollected parcels information below.
If you are unable to be in to receive your parcel, Royal Mail or the courier will leave a card with their contact details. It is your responsibility to contact the delivery company to arrange re-delivery or for you to collect the parcel. Unfortunately we cannot accept responsibility for charges incurred for re-sending orders after they have been returned to us marked ‘not called for’. It is the responsibility of the customer to pay for re-delivery, failure to pay these charges will result in the order being cancelled and your account refunded.
Q. I have received an incorrect item?
A. If you have received incorrect item please contact us, then we will advise on how to proceed with the return.
Q. The item is faulty?
A. If you have received a faulty item please contact us, please include as many details as possible about the fault. Then we will advise on how to proceed.
Q. I received an order that is damaged during transit?
A. Please notify us as soon as possible and include as many details. Take a photo and send us in a attachment via email@example.com would be useful. We will advise on how to proceed with the damaged item(s).
Q. Has my order been dispatched?
A. You will receive an email 'Dispatched' notification with a tracking number provided - please note, tracking number may not be updated at the time, courier needs to scan the delivery collection at the end of day. You can check your update later.
Q. Can you deliver to my work address?
A. yes we can deliver to any work address and P.O Box address.
Q. My item have not arrived yet?
A. Depends at the time of ordering. Check your tracking provided in your dispatched confirmation email. You should receive 'Something for you' card if anyone not in - please collect from your local sorting office - If not collected, your order will be returned to us after 16 days.
It is the responsibility of the customer to pay for re-delivery, failure to pay these charges will result in the order being cancelled and your account being refunded minus postage.
Q. Can I exchange my item?
A. FRAME, If you need to trade your item for another size picture frame - Yes you can, you'll need to return your original item. We'll refund you as soon as we received your original item back, then you can place a new order.
A. MOUNT, You can exchange for another mount colour, NON-personalised without a name, birth details and your own message. Please return the original item(s) back, unfortunately, the cost of return postage is your expense as due to change of mind.
Azana Photo Frames
19 Pine Close