FAQ (Frequently Asked Questions)

Please find below our most common questions by our customers, if you cannot find the answer you are looking for, please do contact us here

Further information can also be found under our Terms & Conditions here

Who is Photoframer?

PhotoFramer is a website run and maintained by DIYframing Ltd. Bringing our vast knowledge and experience to the internet, to provide you with a quick and easy to use site with which you can frame your pictures. Click here for more information about us.

How long will my order take to arrive?

We aim to dispatch your order within 7 working days this can vary during busy periods. Please allow more time during the run up to Christmas & if you have ordered a large quantity of frames.

Bartercard orders take a little longer to process due to the manual authorisation check. Please allow 7 – 10 working days for dispatch of your order.

If you have ordered over 10 frames please allow up to 10 working days for dispatch.

If you order has not arrived after you have received your dispatch email or if you haven’t received a dispatch email. Please contact us via email – order@photo-framer.co.uk with your order number & customer name.

For more information please read our Terms & Conditions here

How much do you charge for delivery?

Most UK mainland addresses are charged at £6.95 + vat, please note orders to Northern Ireland, Scottish Borders, Remote Scottish Highlands & Islands plus the Channel Islands delivery charges will vary. Click Here for more delivery information.

Can you deliver to an alternative address to my billing address?

Yes we allow you to input an alternative address, after you have entered your billing address before clicking “Next” click “Deliver to an alternative address” in the bottom left hand channel.

Enter the Full name, address & any delivery instructions you would like to add to help with delivery.

I need a frame urgently, can you help?

All orders are usually dispatched with 7 working days, if you need your order for a certain date, we will usually do all we can to help with your request but this isn’t always possible depending on how busy we are so please do call or email us first before completing your order to find out if we can help.

I am unsure of the quality of the photo I am uploading?

When you upload your image to our site, our system will look at your image and work out the largest size your image can go up to without losing quality. It can only look at file size & resolution. It cannot detect blur or out of focus images.

PhotoFramer cannot be held responsible for low quality images provided by the customer. We make sure that the image resolution is kept at a high level, but cannot fix defects or prior image manipulation.

Your image may be rejected if it is not of high enough quality.

The size of your image will usually be displayed as a MB (Megabyte) or KB (Kilobyte) when you try to upload the file. Anything under 1MB or 1024KB is likely to be too small for this site.

Facebook pictures have usually been compressed and shrunk. You are very welcome to use these, however the quality may not be as high as the original and you may not be able to get as large a print as you want. We recommend using the original image, as opposed to one taken from Facebook.

What payment methods do you accept?

Payment can only be made with the following card type: Visa Credit; Visa Debit; MasterCard Credit; MasterCard Debit; JCB; Visa Electron; Maestro. We only accept sterling transactions in the UK. All payments are processed by WorldPay.

We also accept Bartercard payment however this can only be used against the frame cost, the delivery charge will be taken via any of the payment methods listed above & paid in full at the checkout stage. Please note paying by Bartercard will add a surcharge of £3.05+ VAT to the delivery charge.

Which courier service do you use?

We use APC/Delivered & Parcelforce as our courier, who we use will be dependent on postcode, the courier we use will be clearly displayed in our dispatch email we send to you.

Will you email me once my order is ready for dispatch?

Yes you will generally receive the email before 3pm on the day of dispatch. This email will state the courier name plus the tracking number & link to follow the progress of your order, it will also give you an estimated date of arrival.

Most UK mainland orders will be delivered the following working day before 4pm. Please ensure someone is in to sign for the order. Unless otherwise stated in your delivery instructions.

What is the maximum frame size I can order?

The maximum picture size you can order is 695 x 460mm without a mount but if you have a 50mm mount around the maximum glass size would be 795 x 560mm then you would have to add on the moulding width which would be found on the “more details” when you click on the zoom button on the bottom left of each moulding on the Frame selection screen.

Our majority of templates are listed under “Multiple Print & Frame” will allow a wide variety of layouts to choose from with set mount sizes & aperture quantities. Clicking on the “More Information” button on the bottom right of each template will show you more details.

I need help with the process of making a frame?

Please do take a look at our Help & Tutorial Page, this will give you a step by step guide to using our website click here. If you are still having some issues with ordering, please do give us a call and we will be happy to assist 01494 459545. Please note we are only usually available weekdays between 9am & 5pm. Outside of those hours please email us: order@photo-framer.co.uk.

My frame has arrived damaged, what do I do?

In the event of this happening, please contact us (within 7-10 working days of receipt of the goods), quoting your order number & by sending us an image of the damage to order@photo-framer.co.uk & make sure you retain the packaging. Depending on what the damage is we will usually either send you a new replacement frame or arrange for the damaged frame to be collected.

My Frame has arrived faulty?

You have the right to return the item within a reasonable length of time, please keep any receipts and warranty information, as this will be needed to deal with your return.

If we send you an item that you did not order?

As soon as you find out we have sent you an incorrect item please contact us.

We will despatch the correct item as soon as possible and arrange for the incorrect item to either be collected or will ask you to post it back to us. We will refund any postal charge you incur should we instruct you to post the item back to us.

Can I cancel my order?

You may cancel an order up until we have started work on it. This is due to the bespoke, personalised nature of our products and is in line with the UK's distance selling regulations.

To do this: login; select the ORDERS tab; find your order and click cancel.

Due to the bespoke nature of our products, production may start at any time after the order has been confirmed, which may be a very short period of time. If you do not want us to send you the frame, please contact us either by phone, or email quoting the job reference number. We will be able to stop the process, but will only be able to refund you with 50% of the original cost.