FAQ & Policies

Q. Who are The Picture Framing Creator?
A. The Picture Framing Creator is our online trading name for The Picture Gallery.

Q. How long have you been trading?
A. We have been trading for 25 years in Bedford. We have a factory and a retail shop in Bedford.

Q. How can I contact you if I have a question before placing my order?
A. You can ring us on 01234 360030 anytime between 8-30am and 6pm Monday to Friday or email us at: info@picturegalleryuk.com

Q. Are your prices competitive?
A. Yes, our prices are VERY competitive, most of our prices work out at between 5 - 10% less than our competitiors, and sometimes as much as 30-50% less on a like for like basis.

Q. How long will it take for my order to arrive?
A. This will depend on what you have ordered. Please see below our estimated dispatch times. These times could be slightly longer during the run up the Christmas for obvious reasons.

Mount and frame only orders - Dispatched within 2-3 working days.
Photos uploaded which you have chosen to be framed - Dispatched within 2-3 working days.
Photos uploaded for canvas prints  - Dispatched within 2-3 working days.

Once completed all orders are sent out by Interlink on a 24 hour delivery to UK mainland and a 48 hour delivery to the Scottish Highlands and Islands, Northern Ireland, Republic of Ireland, UK Isles, France and Germany which will require a signature upon receipt.

Q. Do your prices include VAT?
A. Yes, all the prices shown on our website include VAT at the current rate of 20% so there are no nasty shocks when you reach the checkout! 

Q. What are your carriage charges?
A. We charge a flat fee of £7.95 including VAT per order up to £150.00 for any UK mainland address only and some parts of Scotland. Orders over £150.00 are carriage free for UK mainland customers only. Orders to the Scottish Highlands and Islands, Northern Ireland, Republic of Ireland, UK Isles, France and Germany are charged at £18.95 including VAT per delivery. For clarification purposes our courier classes the following postcodes as either The Highlands or Islands of Scotland and the delivery charge to any of the following postcodes will be £18.95. Scottish Highlands includes postcodes: AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50. Scottish Islands includes postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3.

Q. Can I collect my order?
A. Yes you can collect your order from our factory in Bedford, or from our shop at 13 High Street, Bedford. If you would like to collect then we can fit your frame with glass instead of perspex . Please choose collect from workshop in London Road, or collect from 13 High Street, Bedford  when you go through the shopping cart options. Collection in person is carriage free.

Q. Where do you deliver?
A. We deliver to the whole of the UK mainland and also the Scottish Highlands and Islands, Northern Ireland, Republic of Ireland, UK Isles, France and Germany. Shipping prices vary, please see above for shipping charges.

Q. What is your returns policy?
A. 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. Please see http://www.out-law.com/page-430#services for more information.

Q. What if my item arrives damaged?
A. In the unlikely event your item arrives damaged you need to inform us within 48 hours making sure you retain all packaging. Please call us on 01234 360030 so we can discuss the problem with you. It would help us if you could provide photographic evidence via email of the damage so we can make a claim with our courier. If you are unable to send photographic evidence via email we may ask you to return the goods, at our expense, for inspeciton. Once we have inspected the goods we will then replace them for you to the exact specifications as your original order.

Q. Are all of the frame mouldings you offer on your site in stock at all times?
A. Unfortunately not. Although we endeavor to stock the most popular frame mouldings we offer at all times, we do not stock every frame moulding we offer on our site. However our supplier is only two miles away from our factory so it is no problem for us to obtain any frame moulding we offer on our site within 2 hours. Having said that if our supplier is out of stock of the moulding you have ordered we can normally source the moulding from one of our other suppliers. However, if in the unlikely event we cannot supply the frame moulding you have ordered we will offer you the nearest alternative, or a refund.

Q. What if I place an order, then change my mind?
A. If we have not started on your order then we will offer a refund. If your order has already been made to your specificaitons then we cannot offer a refund.

Q. What type of mountboard do you use?
A. We use Arqadia whitecore, acid free, mountboard.

Q. Are all of your frames made of wood?
A. Yes, all of our frames on this website are made of wood.

Q. I notice you don't offer glass, only perspex, for items sent out by courier, why is that?
A. No matter how well we pack your goods glass does not travel very well and our courier will not insure us against glass, therefore we use perspex for the reasons given.

Q. How do you clean perspex?
A. With a soft dry cloth.

Q. I have received my frame but the perspex appears scratched, why is that?
A. When we supply your frame the perspex has a protective film on BOTH SIDES, you need to remove this on BOTH SIDES before assembling your artwork in the frame.

Q. What type of canvas do you supply?
A. We use Fuji 340gsm artist white 100% cotton canvas. All our canvas wraps are neatly finished off on the back and fitted with hanging fixings. We never use cheap polyester canvas.

Q. What type of printer do you use?
A. We use an Epson 9800 printer using UV inks guaranteed to last 75 years in colour and over 100 years in black & white.

Q. Do you offer any other photo sizes that are not listed on your site?
A. On our site we offer the most common digital photo sizes, however we can print any size up to 44" wide and as long as you like providing the quality of your image is good enough. Please ring us for any sizes you require which are not listed on our site.

Q. Are you able to offer other frames than those available on your website?
A. We deal with all of the main frame moulding suppliers in the UK, so if there is a frame you are trying to match, or if there is a particular frame you would like but cannot see on our website then please contact us and we will do all we can to help you.

 Q. Are your prices on this website the same as they are in your factory or shop?
A. The answer to this is no. You will find in most cases the prices in our factory and shop are slightly higher than on our website. There are a few reasons for this which in brief include:

1. When placing your order online you "do it yourself" so there is no time factor involved for us when you place your order, but at our shop and factory you get a "one to one service" with a fully trained member of staff which can take time going through your options with you, unfortunately this does cost money to offer this service.

2. The cost of having an online shop is far less than having a shop on the High Street or factory unit as you could well imagine, therefore we have to charge extra to cover our overheads including rent, rates and staff wages.


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