If you have any queries about an order or any of our products, you can reach one of our team on 0800 169 4144 or workshop@frame-company.co.uk.

 

How do I measure the frame size needed?

All of our sizes are based on the glass/image size, so if you have a 10x8 inch print, you will need a 10x8 inch frame. If you would like a mount, you will need to increase the frame size by one or two sizes up, and choose a mount of the corresponding size eg for a 10x8 inch print, you would need a 12x10 inch frame with mount for 10x8 inches.

Are mounts acid-free?

Yes, all of our mounts are cut from 1.4mm acid-free board to ensure that your prints and paintings are protected.

Are all frames fitted with glass?

Sadly we are unable to offer glass in frames any larger than 20x16 inches due to the increased risk of damage in transit. Anything larger is fitted with high clarity perspex, but this does have the same visual clarity as glass and many of our customers opt for this instead of glass with smaller sizes!

My print isn't a standard size - can I order a custom frame?

Yes absolutely! We now have the option of ordering custom frames on our website, but if you need any help, please feel free to get in touch and we will happily advise you.

How long will my order take to arrive?

Standard delivery is currently 5-7 working days, and express delivery is 1-2 working days. Please bear in mind that this does not take into account weekends.

Please note, orders over £500 with 1-2 working day delivery selected may be subject to an additional working day depending on the complexity of the order.

Full delivery information can be viewed here.

Can I add to or cancel my order?

If your order has already been processed and sent out into the warehouse to be processed, it may not be possible to locate and amend this. We will of course do our best to make any changes for you where possible.

Will I receive tracking information?

If your order is sent with a courier, you will automatically receive a tracking number once this has been processed through our system. Orders sent with Royal Mail may not be on a tracked delivery.

Can I choose my courier?

Sadly this is not possible due to parcel dimension limits that different couriers impose. If you do have a particular preference however please do let us know and we will do our best to accommodate.

My tracking has not updated - is my parcel lost?

You will receive a tracking number as soon as your order is processed, but tracking will not update until it has been scanned in at the sorting hub. If you have not received any updates after five working days, please feel free to contact us so that we can check on this for you.

Is there a free postage option?

Unfortunately we are unable to offer free delivery however postage is always combined so you will only ever pay one delivery charge per order, not per item.

My frame has arrived damaged - what do I do?

We're so sorry that you've received a damaged item, but don't worry, we'll happily replace this for you. Please do contact us as soon as you can and we'll gladly organise this for you.

 

What's your Return Policy?

You can return any goods within 30 days of ordering for a full refund (Excluding Custom Cut items). You can view our full returns policy here.

 

When will my replacement arrive?

We will aim to have all replacements sent the same day as we are notified of any issues. All replacements will be sent on the same courier service as originally chosen.

My frame isn't suitable - can I return this?

Yes of course, we understand that you may change your mind or the frame may not suit your surroundings. Please do contact us before arranging any returns so that we can advise the details to be included. We do ask that any returns are completed within 30 days of receipt of goods.

Please kindly note that custom frame purchases are final and are exempt from our returns policy.

Do you offer any discounts?

We offer 10% off of orders over £100 and 15% off of orders over £500 - this is applied automatically at checkout. We do offer special discounts throughout the year so we encourage customers to subscribe to our marketing and social media accounts to ensure you do not miss out!

Do you offer trade accounts?

Sadly we do not offer any particular trade discounts, but if you are a business interested in placing volume orders please do get in touch and we will be happy to look into this for you.