FAQs

Yes! We ship our custom frames to most countries. Since we’re based in the UK, delivery to mainland UK is typically much faster and more cost-effective.

Shipping costs depend on the size and number of frames in your order, as well as the delivery service you choose: Standard, Express or Pallet.

Smaller frames typically cost less to ship, while oversized or mixed-size orders may incur higher packaging fees. For example, each additional small or standard frame usually adds £1, and oversized frames add £5. Bulk orders may be shipped via pallet for a fixed rate of £70.

Your shipping cost will be calculated at the checkout stage based on your specific order.

Our website automatically calculates shipping costs at the checkout stage and, where applicable, includes duties and taxes. However, some countries require additional customs fees, VAT or import duties to be paid upon delivery. These charges are set by the destination country’s customs office and are the recipient’s responsibility.

If duties or taxes apply, the courier may contact you for payment before final delivery. We recommend checking with your local customs office for specific regulations to avoid unexpected charges.

Shipping time depends on your location and the service used. Once your custom frame is dispatched, typical delivery times are:

• UK mainland: 1-3 business days via trusted couriers like Royal Mail, DPD, UPS or FedEx. Most orders arrive within 2 days, though remote areas may take slightly longer.
• International: European deliveries usually take 3-7 business days, while shipments to North America or Asia can take 5-10 days, depending on customs. You’ll see an estimated timeframe at the checkout stage.

Expedited shipping is available for overnight or 1-2 day delivery within the UK at an additional cost.

Keep in mind that shipping time is separate from production time, which typically takes around a week. However, our bestselling frames are often ready to ship within 48 hours, meaning you could receive them even sooner. 

For large freight shipments, delivery may take a bit longer, and the courier will coordinate with you directly.

Yes! Once your order ships, you’ll receive tracking details via email or through your online account if you have one. For trade portal orders, simply log in to find tracking information linked to your order.

We take great care to ensure your bespoke picture frames arrive in perfect condition, using a multi-layered approach to packaging:

• Corner protection: Each frame’s corners are secured with cardboard protectors to absorb impact.
• Protective wrapping: Frames, including glazing (glass or acrylic), are wrapped in foam or bubble wrap to cushion against shocks and prevent scratches. In some cases, shrink wrap is used for added security.
• Sturdy boxing: Frames are placed into strong corrugated cardboard boxes, with larger or heavier items packed in double-walled boxes for extra durability.
• Padding for stability: Packing materials such as foam, packing paper or additional bubble wrap fill any gaps to prevent movement during transit.
• Glazing safety measures: Glass is secured with a protective film or marked with an 'X' for safety in case of breakage. Acrylic glazing comes with a removable protective film to prevent scratches.
• Bulk orders & large frames: Multiple-frame orders may be packed individually or together with extra padding. Very large or heavy orders are securely palletised for stability.
• Fragile markings & carrier instructions: Shipping boxes are clearly labelled to ensure careful handling, especially when glass is included.

Our packaging methods significantly reduce the risk of damage, but if your package arrives with any issues, document it immediately and contact us – we’ll resolve it swiftly.

Yes, for larger orders, we can ship on pallets. This is often the best option for bulk purchases, as it provides extra protection and helps consolidate shipping. If you’re a trade client ordering in volume, we may arrange freight shipping, which can lower the per-frame cost.

Pallet shipping rates vary depending on size, weight and destination, so please contact us for an accurate quote. We’ll consider the specifics of your order and find the most cost-effective solution. Rest assured, all pallet shipments are securely packed to ensure they arrive safely.

Since each frame is custom made, we generally cannot accept returns unless there’s a defect. However, we stand by our quality – if we make an error in size or options, we’ll remake or fix it at no cost.

If you’re unhappy with your chosen style or it doesn’t meet expectations, please let us know – we may offer solutions like a discounted remake, partial credit or an adjustment to make it right.