Frequently Asked Questions

We wanted to answer a few of the most common question are customers have - We hope you find this useful

Many of our products are dispatched within 1 working day from order. In busy periods this may be longer. Some of our very intricate handmade items are longer than this and are 2-3 week or 3-4 weeks but this is detailed on the individual product details near the add to cart section. Please note this are approx dispatch dates and can be affected by bad weather and busy periods.
When you check out you will see the product lead times of your items again on the checkout screen & will appear on your order confirmation email/invoice.
 
Please note this is WORKING DAYS TILL DISPATCH – delivery is on top.
Standard delivery typically takes 2-3 working days but if there are delivery issues within the network, bad weather or strike action etc this can be impacted so please bear this in mind. Once a order leaves us, like all small businesses we are not in control and delays in delivery are beyond the control & responsibility. We cannot be held responsible for orders that may arrive later than estimated. Refunds or other compensation are not given if an item is delayed due to a courier. Weekends and bank holidays are not classed as working days. 
 
Options
As well as Standard Delivery we also offer a “Jump the queue” option on a lot of products at checkout – where we will create, package and dispatch your item same working day if ordered before 2pm, for delivery in 1 working day – however sometimes the postal system can be delayed and it can take 1-2 days to arrive. This is ideal if you have a important event coming up and have left it a bit too late for our standard purchase option.
 
We do our best to ensure your order is sent as detailed but we are not in control of delivery (we are not that big yet but one day who knows!) so we do not guarantee delivery in the time frames mentioned. If NEXT DAY DELIVERY is available and selected we will send on a tracked next day service but it is not a guaranteed next day service. 
 
Important
Please also check your delivery address is full & correct when ordering as incorrect details can result in delays for your order being dispatched, or delivered & may be returned to us. We are not responsible for delayed or incorrectly address orders.
 
If a order is returned to us due to non collection or incorrect address for example, we will try to contact you to advise but it is not always possible. Customers will need to pay for re-delivery.
 
If you need your lovely order for a specific date or event please ensure you order with plenty of time, add a note on your order or contact us with plenty of notice to see if we can move things around for you.
 
Please note that if you select items which are of mixed time scales – ie the 5-10 working days items AND a 3-4 week lead time item, the order will be sent as 1 parcel when the entire order is ready so 3-4 weeks. Unless you contact us to arrange a split delivery (small cost applies).
 
If you need an item for a specific date PLEASE PLEASE PLEASE contact us before you order so we can advise if we are able to meet your turnaround time.

 

 

 

Yes! Of course.

 

Just select the request a custom order and start the ball rolling with sending us details of your requirements. We love these sorts of projects!

Yes we ship internationally!
If the website does not offer you your country in the list at checkout, or it does not seem to calculate correctly please just drop us a message.
We use Royal Mail for posting and tracking will be sent by email – they will track in the UK and then when it leaves their partner site used for the destination country will take over and you will be able to follow your order on their site (for parcels).
 
We are not responsible for any order delayed via customs. The buyer is responsible for paying any customs charges that may be requested.

 

Yes! But only a few carefully selected partners.
We are very protective of our designs and copyrights so please do contact us if you feel our images or designs are being used without our consent.

This depends on the weight of the order.
Unframed prints are typically £2.95 in the UK
Frames are £4.95 but this increases for multiple items.
 
This is for standard delivery.
The option for “Jump the queue” includes priority design and handmaking, as well as a tracked delivery service in the UK. This is not available on every item.

We are certain you’ll love what we make. Because all of our items are made to order and therefore bespoke we are unable to accept returns or refunds. Please ensure you understand this before ordering. Ordering from us shows you accept this T&C.

If an item arrives damaged then please get in touch – we will get it sorted out for you. Customer service is of utmost importance to us as a small business.

 

Like everything our products love a bit of TLC

Some important things to bear in mind:

Frames do not like big temperature changes or moisture. So places like the window ledge (temperature and condensation issues), near a radiator, in a conservatory or orangery or bathroom are places to avoid. If you do put them here they are likely over time to become damaged with mouldings that can peel or warp. This is the same for all types of moulded frames so please bear this in mind when choosing where to place your gift. Also avoid tops of cabinets or wardrobes where opening and closing doors can wobble the frame causing it to fall.

You can gently wipe the frame with a dry clean cloth as needed but please keep fingers and nails away from the front as they can mark. A lint free cloth does a great job of gently wiping any dust off frame fronts.

We are not responsible for any damage caused to the frame after its delivery so please give your gift all the love.