Frequently asked questions...

Do the frames accurately represent the frame I have chosen?

Every effort has been made to ensure this is the case. They have been professionally photographed; however it is possible that your computer screen can display things slightly different. Which may have some affect on colours.

What type of glazing comes with the frames?

Frames can be ordered with Clear Glass – Non Reflective Glass or Art Screen Acrylic. Although glass is only supplied up to 76 x 71cm. above this size only Art Screen will be supplied in the frames. The computer will not let you order it. We have been supplying glass to mail order all over the country for 20 years. Very rarely do we get any broken – but in the case that we do we can only refund you for this; unfortunately we cannot supply a sheet of glass via couriers. Sorry.

Can I place my order over the phone?

No, orders must be placed online, we will do our best to help you over the phone, however we do advise against taking orders by phone, to minimise human error. Placing orders over the website is the easiest option. If your having problems please contact us.

Something is missing from my order

All orders are triple checked by three different staff and signed each time, so this should not happen. If your order does arrive with something missing please email or phone us within 3days of delivery and we will attend to the matter. enquiry@framewarehouse.co.uk or telephone 01392 494080

Do you do refunds?

Yes, circumstances such as a mistake on our part or damage in transit we will replace or refund at no cost to you. We may need photographic evidence from you and needs to be reported within 3 days from delivery. If it is a picture or readymade frame and you change your mind within 3days we will refund, but it must be returned suitably packaged to arrive in good condition at your own cost. On arrival we will inspect the goods and if everything is in order, we will ring you to refund back on your card. If the item you have ordered is a made to measure frame to your specification, I am afraid No refund will be given.

Changing or cancelling orders

If we haven’t started making your frame you can cancel your order with us. Please note you should contact us on the day of order- any later and there is a good chance we will have started to process your order. If you wish to change your order please contact us by phone with your name and order number not email. We will always try to accommodate all customer requests without fuss even if it costs us a little more

How long will my order take to be dispatched?

You will receive an email confirming your order, if we have a query regarding your order we will contact you by phone at this time. We will make your frames as you have specified to our exacting standard. This order will be complete and ready to send in 7 to 10 working days.

Is it safe for me to use your website?

We only take online payments by credit card through the UK’s leading payment gateway PayPal .All transactions made by credit card on our website are protected by a 256 bit SSL certificate allowing online transactions and secure data transmission from your computer to our website

What's included in my order?

Your picture frame comes with hangings. If you have ordered frames for canvases you will be supplied with z-clips, hangings and assemble instructions. Glazing- We do supply glass as well as art acrylic, but glass can only be supplied up to a certain size, anything over that size and the computer will not let you order it. We have been supplying glass to mail order all over the country for 20 years. Very rarely do we get any broken – but in the case that we do we can only refund you for this; unfortunately we cannot supply a sheet of glass via couriers. Sorry.

Can I track my order?

You will receive an email with notification of your delivery day. Interlink are our couriers and will require a signature. You will then receive an email the day before your delivery with your consignment number. On the morning of your delivery using this number you can track your parcel on interlink. It will give you a 1 hour time slot for your parcel delivery. With prior notice we can advise the delivery driver, that if you are out to leave in a special place – porch, at neighbours etc

Can I order large sizes?

We can supply frames up to 9 1x 91cm. Moulding has to be of a suitable width/strength (5cm or more).

Payment methods

Our online payments gateway is through PayPal. All transactions made by credit/debit cards on our website are protected by a 256bit SSL Certificate allowing online transactions and secure transmissions from your computer to our website.

Is there a minimum order?

Yes, £40 is the minimum order + Carriage at £14

What if my order I receive is damaged?

You must contact us within 3 days of delivery. We will replace or refund at no cost to you. We may need photographic evidence from you.