By continuing to use and browse this website, you are agreeing to the terms and conditions set out below. If you do not agree with any part of the following information, including our Privacy Policy, please do not continue to use the We Frame website.
Should you require an order by a specific date, it is recommended that you contact We Frame to check manufacture times and levels of stock. If your requirements are urgent, please contact us to discuss delivery times. Multiple orders may be consolidated and sent in one parcel. Invoices will still appear separately for multiple orders and have individual invoice/order numbers.
We are unable to return items if materials or finishes are not as expected which is why we recommend that samples are requested. Should you make a mistake or wish to change your order after submitting it online, you have 2 hours to do so. Once work has started on the manufacture of your product, we are unable to cancel or change your order as the machinery used to produce your item is automated.
We reserve the right to cancel an order for any reason pertaining to We Frame and issue a full refund.
Mouldings: mouldings may appear different in shade and colour depending on the device used to view the product online. If an exact colour is required, please contact us to request a sample before ordering. The side of the moulding may vary in colour from the face of the moulding. For more information prior to ordering, please contact We Frame. If your order is for a large frame using a small moulding, we will contact you to advise on a more appropriate product to suit your artwork. This will ensure that your final product is strong enough to be hung without flexing.
Sizing and measurements: As items are all made to order, it is essential that you speak to our team and/or order samples prior to placing your final order as it is not possible to return or exchange on made to measure products. It is the customer’s responsibility to calculate accurately and input the correct measurements when ordering. Advice on measuring and sizing is available on our video https://www.youtube.com/watch?v=DABxu0s0M_g. Sizes displayed relate to artwork sizes as opposed to frame sizes. All frames except for canvas/tray frames have a lip to prevent artwork from falling through the front which accounts for a total overlap of approximately 5mm on each side. Please contact us if you are unsure of sizing and measurements before ordering.
Please note that our mounts will overlap your artwork by 3mm on each side.
If a product displays “in stock”, this may not refer to the entire amount of materials needed to manufacture your product. Generally, stock levels are displayed next to products, however, they may be subject to change and are not always 100% accurate. If any of the items needed to manufacture your product are not in stock, you will be notified by phone, text, or email as soon as possible with an indication of time scales.
We accept all major credit and debit cards securely online or over the phone, including Visa, Mastercard and American Express.. Please read our Privacy Policy to be assured that your credit card/personal details will not be stored or shared with any 3rd parties.
By placing your order online, you are giving us permission to charge your credit or debit card for the amount displayed in the basket. In the event your payment is not authorised, we may attempt to take the payment again after a short time. We may also contact you to update your card details should you wish to try an alternate card.
Following your order, an invoice will be sent via email within 15 minutes. Please check your invoice carefully as orders are bespoke and made to measure, they cannot be changed or cancelled once manufacturing has started. If you do not receive an invoice within the time stated above, please contact us to request one.
Prices on the website are displayed in GBP and include UK VAT at 20%. For customers living in the Channel Islands or outside the UK, we are unable to remove VAT as UK suppliers are under no obligation to do so from transactions or sales. For Channel Island residents, please refer to the guidance given on https://www.gov.gg/article/120182/Claiming-back-VAT when claiming VAT back. For residents living outside the UK, please check with the VAT agency specific to your country to find out how to claim VAT back.
Our invoice will state our VAT number together with full details of VAT paid.
Our current manufacturing time is 4-7 working days (In the event of a further delay, we will contact you). Transit times are from the time of dispatch, not the time of order.
Please allow up to 10 working days for delivery to your door.
This service is charged at £7.70 inc VAT (Mainland UK)
If you are ordering from the following, please contact us for a quote on delivery:
Deliveries to some remote areas may take longer to arrive.
All our products are bespoke and will be dispatched following manufacture. For urgent orders, please contact the team. If we are unable to meet the timescales in the delivery guidance, we will contact you to inform you of the revised delivery date.
Items will usually be couriered using DPD. Small items/sundries that can be posted through a letter box will be dispatched via Royal Mail. All delivery charges will be calculated in the basket. Please ensure that you read this section carefully before placing your order.
For items requiring a signature, all reasonable steps should be taken by you to receive the delivery. In the event that the courier attempts unsuccessfully to deliver your product, or the delivery is refused, it will be returned to the carrier’s depot and arrangements must be made for you to receive a re-delivery within 5 working days. Failure to do so will incur a £15 returns fee and a further £8 charge for us to re-send your item. Additional fees will be charged to your card without notice. As all our products are made to measure, refusal of a delivery will not give you the right to a refund on your product.
For residents outside the UK, it is your responsibility to pay any local customs and/or import duties.
Dates for delivery are approximate and subject to external factors which we will not be liable for. If your items do not arrive within the suggested timescale, please contact us as soon as possible so that we can investigate with the courier. Please read the delivery options in the basket when ordering and ensure that the correct option is chosen for your area. Failure to do this, may incur additional delivery charges as stated above.
In the event of you putting the wrong delivery address on your order, there will be a returns fee of £15 which will be charged to your card without notice.
We reserve the right to amend delivery charges and free delivery thresholds at any time without notice. Outdated delivery information displayed, may not be valid and current delivery charges will apply at the time of check out.
If goods arrive damaged through transit or are defective in any way, it is essential that you notify us by email within 24 hours and send clear photographs of the damage. Following confirmation of the damage through photographic evidence, we will make every effort to send a replacement item out as soon as possible. As items are made to measure, refunds on damaged goods will not be issued.
Bespoke items of artwork can be collected from our retail shop through our ‘click and collect’ service. The shop is open to the public from Monday to Friday, between 9am and 5.30pm. It is your responsibility to ensure that collected items are packaged safely for onward transit, we are not liable for damage once the item has been collected.
It is the responsibility of the customer to ensure that returned items/parcels are packaged carefully and arrive in good condition. If items are being returned to us by courier, in the unlikely event that damage occurs, we will not be liable.
All our frames and mounts are made to customer specification and are not eligible for a refund under the terms of UK Law. The Consumer Contract Regulations state that ‘the supply of goods that are made to the customer’s specifications or are clearly personalised’ are excluded from any right to cancel, exchange or refund.
It is your responsibility to read our measuring guide before ordering to ensure you are entering the correct sizes into our website. Please check your order thoroughly before finalising. If you are still un-sure call us for further help.
In the improbable event that your frame or mount is sent out incorrectly, please contact us by phone or email within 7 days of receipt. We will ask you to provide photos of the item by email. If we confirm the item has been manufactured incorrectly, we will send a replacement as soon as possible.
We cannot accept returns if you are unhappy with the materials used. You must contact us prior to ordering if you want to check any of the materials we use for our frames.
If your order has been damaged in transit you will be required to email us photos of the damage/defect. Upon visual confirmation by a member of our team, replacement items will be sent to you as soon as possible.
The term 'Damage' may be taken to mean obvious scratches, dents or breakages that may occur during transit or due to misuse. Due to The Consumer Rights Act 2015, damage is treated differently to manufacturing defects and faults. In the case of obvious damage, we will only supply a replacement to the original specification detailed on your order confirmation. We will not be able to provide a refund or a replacement to a different specification.
Gift vouchers are available to purchase from We Frame on orders exceeding £20.00 (excluding postage and packing). Only one gift voucher can be applied per order.
If a gift voucher exceeds the value of the order, no refund or credit will be given for the balance of the voucher.
We reserve the right to void a gift voucher irrespective of the reason.
Content and images on this website are subject to copyright laws and may not be copied without prior written permission. Any 3rd party logos belong to the registered owners.
Information on the We Frame website is deemed to be accurate however, may be subject to human error. Any mistakes will be rectified as soon as possible. Content on any links to external websites is not the responsibility of LCT Interior Solutions Ltd (We Frame). We do not accept liability for exact colour matching (see section on mouldings). LCT Interior Solutions Ltd (We Frame) is not liable for loss resulting from incorrect supply, incidental misrepresentation, lateness of delivery or other avoidable/non avoidable reasons.
We Frame phone lines are open between 9am and 5.30, Monday to Friday.
Our customer services team is available to help and advise on 01244 677664. Calls to this number are charged at local rate. It is your responsibility to check with your network provider for more clarification on calling costs. Refunds will not be issued for telephone calls under any circumstances.
We Frame can be contacted by email on info@weframe.art
