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Frequently Asked Questions - FAQ

The following are some frequently asked questions with regards to our online shop -
 

Do I need to register before placing an order?

No, you can place an order without registration. Just add product to cart and checkout. You can register with us during checkout if you want to. Registration will allow you to view your previous orders and speed up the checkout process in the future.
 

What payment types do you accept?

We can accept most major credit/debit card payments via our secure payment gateway (Paypal Pro). You can also use Paypal to checkout with. Paypal Express will send your registered delivery address into your order so please make sure it is correct before paying.
 

I didn't enter my shipping address but my order went through, what happened?

Paypal Express checkout feeds your Paypal confirmed/verified address in to your order automatically. It is up to you to make sure the delivery address is ok in Paypal before proceeding to pay with Paypal. If you are unsure, please check your email for your order confirmation and scroll to the bottom of that email. Your delivery address is listed there. If it is wrong, please contact us via our contact page form. Usually someone will reply within an hour, and we can manually update this for you.
 

I didn't receive a confirmation email why not?

All orders automatically create and send out a confirmation email. If you don't have one, it is usually because of -
  1. An erroneous email address was supplied at checkout
  2. The email confirmation has accidentally been filtered by your email service as spam. Please check your spam folder to see if it has gone there.
  3. Contact us and we can either re-send or email out a pdf receipt for your order
 

What is the weight/load specification of your components?

The majority of the products we have don't come in with maximum weight/load ratings/specifications. Where there is a figure provided, we list it on the shop. We usually advise to aim for using half the maximum load (where listed) for safety reasons.
 

How do I hang a heavy picture / mirror?

We can't offer individual advice on hanging heavy pictures or mirrors. We are not an advice service. Many of our components don't come in with a maximum weight or load specified. When they do we list those figures. Heavy pictures and mirrors require specialist attention and will often require specific wall attachments, or screw / "rawl plug" combinations suitable for a particular type of wall. Some heavy items may also require construction of special wooden battens to allow secure attachment of heavy frames and mirrors. We do not stock all such components, nor can we comment your individual case.

A good discussion on creating fixing heavy loads to plaster board or solid walls can be found in this web article.
 

Do you have a physical shop I can visit?

No, we are an online only business.
 

How can I contact you?

The easiest way is by completing the contact form via our contact page. Usually someone will reply within an hour. You can also message us via UK Picture Framing Supplies - Facebook Page.
 

Why have you not replied to my contact request?

We respond directly to all questions pertaining to specific customer orders. We receive a high volume of requests for advice. Due to the heavy volume of these we can only do this when time permits, also please note that we are not an advice service and cannot offer specific advice with regards to hanging heavy pictures and mirrors.
 

When will I receive my order?

Most orders received before 12 pm on the day of purchase Monday-Friday will dispatch on the same day. Any order received after 12 pm will ship out the following business day (Mon-Fri). Order received on Friday after 12pm will usually dispatch on Monday. We use Royal Mail / Parcelforce for all of our shipments. "First Class" is First Class Royal Mail which is usually a 1-3 business day service. "Second Class" is Second Class Royal Mail which is usually a 3-5 business day service. We have occasionally seen deliveries being delayed beyond this, but it is unusual. For heavier orders (over 2kg) as well as those that qualify for free shipping in UK, we use Parcelforce Express 48 service for delivery.
 

Do you offer free shipping?

Yes but free shipping is only offered for UK orders. Free shipping is automatically offered at checkout when goods (not including shipping costs) exceed £35 (including VAT).
 

How long will my order with free shipping take to arrive?

Usually we send items (less than 2kg) qualifying for free shipping by Royal Mail 2nd Class (commonly a 3-5 business day service). If the items exceed 2 kg in weight then they will go out via Parcelforce Express 48.
 

Do you do next day delivery?

If you require a Next Day delivery this can sometimes be accommodated if you manage to contact us before 11.30 am (Mon to Fri). We need to take extra payment for this service and need to receive the payment and order before 12 pm (Mon-Fri) in order to make this a delivery option. Next Day deliveries are sent by Royal Mail (Special Delivery Next Day before 1 pm service). This service is trackable and should be with you before 1 pm the following business day.Please ensure that someone is in to receive and sign for the shipment before 1pm.
We have on very rare occasions (especially in bad weather) seen Next Day orders being delayed, but this is a rare occurrence. On Fridays, Next Day delivery is only guaranteed for delivery on Monday before 1 pm. It may arrive on the Saturday, but it is not guaranteed. A Saturday guaranteed service is available but will have a surcharge applied to cover the extra cost Royal Mail charge for this service.
 

Do you ship internationally?

Yes, we have shipped orders to US, Canada, Australia, Ireland, France, Spain, Sweden, South Africa, all over the EU and many other countries worldwide.
 

How long do international orders take to arrive?

We usually mail international shipments out via Royal Mail standard air mail service. Delivery can take anywhere between 7 to 14 days. Occasionally we have seen it take longer. Customs forms are attached, but we have no visibility of when items are held up in Customs.

We sometimes use Royal Mail International Tracked and Royal Mail International Tracked and Signed services. Where we do, you will be emailed a tracking barcode and URL with your shipping notification. EU deliveries have the option to select "tracked" as a delivery option. Note: international deliveries over 2 kg can become very expensive to ship so it is advised that shipments are kept under 2 kg. International orders over 2kg may have to be broken up into multiple shipments.
 

How can I return my order ?

You can return your order by following the instructions on our Returns Page on this site.