• Great Portland Street 020 7436 8389
  • 25 Beak Street 020 7437 8881

Returns Policy

1. PRODUCTS – FRAMES, CARDS AND GIFTS

(a) We shall endeavour to ensure that descriptions and pictures of the Products and Services displayed on the Website are a true and accurate reflection. However, these descriptions and pictures may from time to time vary in minor ways from the actual Products and Services provided by Cards And Frames Limited. Products and Services can vary in a minor way from a description or picture displayed on the Website as our suppliers do vary there Products and Services and we can not be held responsible for this. When we do see a major change and we have not updated our website, we shall notify you in the Dispatch Confirmation. If you do not cancel your order having received such notification we will assume you are happy to proceed with the order and the minor difference in the Product or Service from the relevant description or picture shall not be a breach of your contract with us. Please also note that how your computer displays colours will depend partly on your display settings and we will not be liable to you where a colour difference between the Products and Services displayed and supplied is attributable to display settings.   

(b) Unless otherwise stated on the Website, prices of Products and Services displayed on the Website shall be inclusive of any applicable UK VAT but exclusive of all postage, handling and other delivery charges, which shall be shown separately when any Products and Services are being purchased from the Website.

(c) The Website contains a large number of Products and Services, it is always possible that, despite our best efforts, some of the Products and Services listed on our site may be incorrectly priced.  If prices of any Products or Services displayed on the Website are incorrect, you will be contacted by us and given the option to either: (a) cancel your order for the relevant Product or Service only; or (b) complete your order for the relevant Products and Services at the correct price.  Product and Service prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

(d) We will endeavour to dispatch all orders for Products within the timescale selected at the time of purchase which is usually 1 to 3 working days on a standard service or we can arrange next day delivery which is available on certain products for an additional charge. However we cannot be held responsible for postal delays once the Products and Services have been despatched by us for delivery. If a parcel is returned to us to due to a failed delivery then re-shipping costs may then apply. Orders made up of different parts of our product range may be sent separately, and on different dates. Sometimes delays may occur if stock is not available from our suppliers. Should this situation arise we will update you to ensure that this is unlikely to cause you a problem. Most deliveries are made by Royal Mail or our chosen Courier Service. A signature will be required for most goods. You may authorise us to leave goods with a neighbour or somewhere on your property that you consider safe from theft or poor weather conditions. Any such arrangements are made at your own risk. If the Royal Mail or our chosen Courier Service are unable to deliver, then they will normally leave a card giving their contact details so that you can make arrangements with them for a suitable alternative date. They will often make a second attempt anyway, on the day after the first attempt, but are not duty bound to do so. We are not able GUARANTEE we can send cards gifts and frames together in one package as many gifts and frames  are despatched from a separate location to our cards.

(e) Payment for all Products and Services must be by credit or debit card at the point of order.  We accept payment with sage pay and other payment methods which will be clearly displayed on our website (Visa debit and credit cards, Mastercard, Maestro and all major cards).  We will charge your credit or debit card or payment method when you place your order. We reserve the right to alter the list of acceptable payment cards at reasonable notice.

(f) The Products or services bought will be your responsibility from the time of delivery.

(g) You should inspect any Products (and Services) you purchase from the Website as soon as you can after delivery and notify us if you consider they are defective as soon as possible. If a Product is found to be defective you are entitled to either: (1)ask us to repair the Products at our own expense; (2)ask us to supply replacement Products free of charge; or (3)ask us to reimburse the price paid for the relevant Products to the credit, debit card or payment method used to purchase the goods.

(h) We require you to return a defective Product to us with the original packaging. If we do you will have to pay the cost of returning the defective Product to us but we will refund you the cost of
doing so (unless the Product is not in fact defective) on receipt. 

(i) We will endeavour to resolve any complaint within a reasonable time period in which we have allowed a  maximum of 21 days, but depending on the circumstances it may take us shorter or longer to reply, you are welcome at anytime to email us at hello@cardsandframes.co.uk for an update on your complaint and we will answer that email within 2 working days.

(j) In the event that a Product is defective, or you believe that you are due a refund, please contact our Customer Services by e-mail at hello@cardsandframes.co.uk . You will then be contacted with our offer of a refund and / or replacement and instructed on the address to which to send any
returned goods.

(k) MUGS – Please note the mugs supplied will have instructions on  them if they are recommended for use in dishwashers or microwave ovens.

2. PERSONALISED, CUSTOM ORDERED AND BESPOKE MADE PRODUCTS AND FRAMES

(a) We are unable to offer refunds on any Personalised Products, Custom ordered and Bespoke made products or frames due to the personalisation or specially ordered element of the Product, unless the Product is defective.

(b) Please ensure that your personalisation and bespoke options are correct at the time of ordering as we cannot be held responsible for common errors such as misspellings, punctuation errors, measurement errors etc...

(c) Special characters and symbols may not be able to be printed, check with us before you use any special characters or symbols as we cannot be held responsible for the special characters or symbols not being printed on your item and you will not be entitled to a refund if this happens.

Further information on our policies  can be found in our full terms and conditions.