What to do if your order arrives damaged
In the unlikely event your order arrives damaged you MUST inform us within 48 hours making sure you retain all packaging. If you inform us after the 48-hour period we may not be able to claim off our courier, therefore we may not be able to replace your order free of charge. We cannot be held responsible for damage that is reported outside of this deadline as it may have been caused due to circumstances that are beyond our control.
To support your claim please send an email to firstname.lastname@example.org with a short description of the damage and photographic evidence to allow us to claim off our courier. It is VERY IMPORTANT that you send the following photos:
1. At least 2 photos of the damage to your frame/mount/glazing etc.
2. 1-2 photos of the outer packaging showing any damage to the packaging.
3. A photo showing the shipping label on the box with your address visible.
In some cases the outer packaging may not be visually damaged, but the contents are damaged. Although we cannot understand how the contents sometimes get damaged when the outer packaging remains intact, please be assured we would not send an order out if it wasn't in perfect condition. We can only assume that either the parcel has been dropped from a great height, usually off the conveyor belt system at the main hub, or worse still, the driver has trodden on the box and the box has bounced back into shape, either way this does happen, and as annoying as it is, we do need photographic evidence of both the contents of the parcel, and the outer packaging to make a claim with our courier.
Once we have received photographic evidence and you report the damage within 48 hours of receipt, we will then replace the item/s for you to the exact specifications as your original order.
Returns and refund policy
Every frame/mount/canvas print etc. we make is made to your specification therefore we cannot offer a refund on any correctly supplied items. This complies with the UK's distance selling regulations for goods made to order. However, if we have not started your order when you contact us then we will be happy to offer a refund. If your order has already been made to your specifications and is ready to dispatch, then we cannot offer a refund for the reasons given above.