Shipping policy

Last updated: 08 June 2026

This Shipping Policy explains how orders are processed, fulfilled, shipped and delivered by FRAMECRAFT LTD. It applies to purchases made through our online store.

This policy does not limit or exclude any statutory rights available to consumers under applicable UK consumer law.

1. Company Information

Company name: FRAMECRAFT LTD
Company number: 17255119
Registered office: The Courtyard, 225 Denby Dale Road, Wakefield, England, WF2 7AJ, United Kingdom
Email: info@framecraft.ltd

2. Our Fulfilment Model

FRAMECRAFT LTD operates an online retail business selling picture frames, photo frames, wall frames, gallery-style frames, decorative frames, mounts, framing products and related home decor accessories.

We may use a dropshipping and third-party fulfilment model. This means that products may be manufactured, stored, packed and shipped directly to customers by selected suppliers, manufacturers, warehouses, fulfilment centres, framing workshops or logistics partners acting on our behalf.

Although products may be shipped by third-party partners, your purchase contract is with FRAMECRAFT LTD. Please contact FRAMECRAFT LTD directly for questions about orders, shipping, delivery issues, returns, refunds or customer support.

3. Order Processing Time

Orders are usually processed within 1 to 5 business days after payment confirmation, excluding weekends and public holidays, unless a different processing time is stated on the product page or communicated to you.

Processing time means the time required to confirm the order, check product availability, prepare fulfilment details, arrange production where applicable, package the product and hand the order to the relevant supplier, workshop, fulfilment partner or courier.

Custom-made, bespoke, personalised or made-to-order framing products may require additional production time before dispatch.

Processing times may vary depending on:

  • Product availability;
  • Supplier or fulfilment partner capacity;
  • Production or workshop schedules;
  • Custom sizing or bespoke framing requirements;
  • Seasonal demand;
  • Public holidays;
  • Payment verification or fraud checks;
  • Carrier collection schedules.

4. Delivery Timeframes

Estimated delivery times may vary depending on product type, fulfilment location, delivery destination, supplier processing, carrier performance and whether the product is ready-made or made to order.

Delivery estimates shown on our website, checkout page, product pages or order communications are provided for guidance only and should not be treated as guaranteed delivery dates unless we expressly confirm otherwise in writing.

Unless we agree a different delivery timeframe with you, we will deliver goods within the timeframe required by applicable UK consumer law.

5. Delivery Within 30 Days

For consumer orders, goods will be delivered within 30 calendar days from the date of the order unless we have agreed a different delivery timeframe with you.

If we become aware that we cannot deliver within the agreed timeframe, we will contact you as soon as reasonably possible. Where required by law, you may have the right to cancel the order and receive a refund.

6. Shipping Costs

Shipping costs, available delivery methods and any applicable delivery options will be displayed at checkout before you confirm and pay for your order.

Shipping costs may depend on the delivery destination, product size, product weight, package dimensions, fulfilment partner, carrier service and any special packaging requirements.

7. Shipping Destinations

We currently ship to the destinations available at checkout.

Shipping availability may vary depending on:

  • Product type;
  • Product size and weight;
  • Supplier or warehouse location;
  • Carrier restrictions;
  • Local delivery limitations;
  • Customs, import or regulatory requirements.

If we are unable to ship to your address after you place an order, we will contact you and, where necessary, cancel the order and issue a refund.

8. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will send a dispatch or shipping confirmation email where available.

Tracking information will be provided where it is made available by the courier, supplier, manufacturer or fulfilment partner.

Please allow 24 to 48 hours after receiving a dispatch confirmation for tracking information to update on the carrier’s system.

In some cases, tracking may be limited, delayed or unavailable depending on the delivery service, destination, supplier or fulfilment partner used.

9. Split Shipments

Products ordered together may be shipped separately.

This may happen where:

  • Items are fulfilled by different suppliers or fulfilment partners;
  • Products are stored in different warehouses;
  • Items have different production or dispatch schedules;
  • Some products are ready-made while others are made to order;
  • Separate packaging is needed to protect frames, glass, acrylic, mounts or accessories.

Separate shipments do not result in additional shipping charges unless this is clearly disclosed before purchase.

10. Delivery Address Accuracy

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please check your delivery address carefully before placing your order, including house number, flat number, business name, postcode, city, country and contact telephone number where required.

We are not responsible for delays, failed deliveries or additional costs caused by incorrect, incomplete or outdated delivery information provided by the customer.

If you notice an address error after placing your order, please contact us immediately at info@framecraft.ltd. We will try to help, but we cannot guarantee that the address can be changed once the order has entered processing, production, fulfilment or dispatch.

11. Failed Deliveries and Undeliverable Parcels

If a delivery cannot be completed because of an incorrect address, customer unavailability, refusal of delivery, failure to collect a parcel or failure to follow carrier instructions, the parcel may be returned to the supplier, workshop, warehouse, fulfilment centre, carrier facility or return address.

Where permitted by law, the customer may be responsible for reasonable redelivery costs, return shipping costs, storage charges or handling fees caused by incorrect information, refusal of delivery or failure to collect the parcel.

If the parcel is returned to the sender, we will contact you to discuss the available options, which may include redelivery, cancellation or refund after deduction of reasonable costs where permitted by law.

12. Customs, Duties and Import Charges

For orders shipped outside the United Kingdom, the order may be subject to local customs duties, import taxes, VAT, tariffs, brokerage fees or other charges imposed by the destination country.

Unless clearly stated otherwise at checkout, such charges are the responsibility of the customer and are not included in the product price or shipping cost.

Customs procedures may delay delivery. We are not responsible for delays caused by customs authorities, border checks or local import procedures.

If a customer refuses a parcel because of customs charges or import fees, any refund may be reduced by reasonable shipping, return, handling or carrier charges where permitted by law.

13. Risk of Loss or Damage

For consumer orders, the risk of loss or damage to the goods passes to the customer when the goods are physically delivered to the customer, or to a person nominated by the customer to receive them.

If goods are lost or damaged before delivery, please contact us so that we can investigate the issue with the relevant courier, supplier, manufacturer, warehouse or fulfilment partner.

14. Damaged, Defective or Incorrect Deliveries

Please inspect your order as soon as reasonably possible after delivery.

If your package arrives damaged, tampered with, incomplete, defective or incorrect, please contact us at info@framecraft.ltd.

We kindly ask that you contact us within 48 hours of delivery where possible, so that we can investigate the issue quickly with the courier, supplier, manufacturer or fulfilment partner. This 48-hour request is for efficient claim handling only and does not limit your statutory consumer rights.

Please provide:

  • Your order number;
  • Clear photos or videos of the product issue;
  • Photos of the outer packaging;
  • Photos of any damaged packaging, corners, glass, acrylic, frame edges or mounts;
  • Photos of the shipping label where visible;
  • A short description of the problem.

Depending on the circumstances, we may offer replacement parts, repair assistance, replacement, refund, partial refund or another appropriate remedy in accordance with our Returns and Refund Policy and applicable law.

15. Lost or Missing Parcels

If your tracking shows no movement for an unusual period, or if your order has not arrived within the estimated delivery window, please contact us at info@framecraft.ltd.

We may need to open an investigation with the courier, supplier, manufacturer, warehouse or fulfilment partner. Investigation times may vary depending on the carrier, fulfilment route and destination.

If a parcel is confirmed as lost before delivery, we will provide an appropriate remedy in accordance with applicable law.

16. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please first check with household members, neighbours, reception, mailroom, safe place locations or your local delivery office where applicable.

Please contact us if you still cannot locate the parcel. We may assist with a carrier investigation where possible.

If a parcel was delivered to the correct address and confirmed as delivered by the carrier, responsibility may depend on the circumstances, delivery evidence, safe place instructions and applicable law.

17. Large, Fragile or Special Handling Items

Some frames, glass, acrylic, mounts, large-format products or decorative items may require special packaging, careful handling or specific carrier services.

Delivery times and shipping costs for large, fragile or made-to-order products may differ from standard products. Any additional shipping information will be displayed at checkout or communicated before dispatch where applicable.

18. Force Majeure and Delivery Delays

We are not responsible for delays or failures caused by events beyond our reasonable control, including carrier disruption, supplier interruption, manufacturing delay, customs delay, strikes, severe weather, natural disasters, fire, flood, cyber incidents, government action, pandemics, public emergencies, transport disruption or other force majeure events.

Where a significant delay affects your order, we will aim to keep you informed and provide available options in accordance with applicable law.

19. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our suppliers, fulfilment model, delivery areas, carriers, products, legal requirements or business operations.

Updated versions will be published on this page with a revised “Last updated” date.

20. Contact Us

If you have any questions about shipping, delivery or tracking, please contact:

FRAMECRAFT LTD
The Courtyard, 225 Denby Dale Road
Wakefield, England
WF2 7AJ
United Kingdom
Email: info@framecraft.ltd