Our terms and conditions

What happens if I want to amend or cancel my order?

Just let us know by telephone or email as soon as possible. While we will always try, each of our framed records is custom-made with a specific record that you have chosen so it is unlikely we will be able to change your order once we have begun work on the framed record.

For the same reason, we cannot cancel your order or issue a refund after we have begun putting your framed record together.

What if the record or CD I want framed is rare and/or particularly expensive?

We are usually able to supply our framed records at the standard prices that we quote. Sometimes however a record or CD is hard to find and so very expensive for us to obtain. In this situation we may need to charge a little more than the standard price quoted. However we will contact you straightaway before starting work on your framed record or CD; if you are not happy with the price and you have already paid for your order then we will happily offer a full and immediate refund. We cannot issue a refund after we have begun work putting the framed record together however.

In the unlikely event that we cannot obtain the record at all then we will of course issue a full refund.

What happens if I do not receive the framed record by the date I requested when placing my order?

When you order your framed record, we will ask you for your required delivery date (for example, in time for a birthday, anniversary, leaving party etc.).   Typically, we dispatch orders using Parcelforce 48 within 14 days of receiving payment.   If this is inconvenient then please let us know and we will do our best to find a way to meet your requirements.

However, we are not able to guarantee without fail that we can meet your required delivery date, unless it is 30 days or more after the date you confirm and place your order (in line with UK Distance Selling Regulations). This is because your framed record is put together individually to your specific requirements and the record itself obtained from one of our regular and reliable suppliers.   We also depend on our postage supplier (Parcelforce or the Royal Mail) to meet its guaranteed delivery times.

But we do guarantee that we will bend over backwards to meet your required delivery date and will certainly give you plenty of warning if we expect this to be a problem; we have yet to disappoint anyone.   In such a situation we would be happy to accept a cancellation and offer a full refund unless we have begun making the framed record.   Because your framed record is custom-made to your own specification, we cannot cancel your order or issue a refund after we have begun work on it however.

What is your returns policy?

Unless your framed record is damaged in any way, we cannot offer a refund or guarantee that we will accept returned items. This is because each framed record is custom-made to your specific requirements.

What happens if the framed record is damaged when I receive it?

We pack our framed records with great care using sturdy cardboard packaging especially designed for picture frames so breakages are extremely rare (click here to see an example).   We do of course accept that breakages are possible. In this unlikely event, we will of course issue a full refund.   All we ask is that you let us know in writing by letter or email including a picture of the damaged item to demonstrate what has happened.

What happens if the frame is "lost in the post"?

We use Parcelforce 48 or Royal Mail Next Day Special Delivery to dispatch all our framed records, and both services allow us to track all our dispatched items. It has yet to happen, but in the unlikely event that the item does become "lost in the post" we would of course offer a full refund.