Terms of service.

Custom Orders & Refunds

All items are made to order specifically for each customer. Due to the bespoke nature of our work, we cannot offer refunds or exchanges once work has commenced.

If there is a manufacturing fault with your frame upon receipt, please report this to us within 14 days of collection. We will repair or replace faulty items at no charge when the fault is due to our workmanship.

Drymounting Services - Important Notice

Please read carefully before authorizing drymounting services:

Drymounting, while semi-archival, is a non-reversible process that carries inherent risks. Though rare, drymounting can result in:

  • Creases in the artwork

  • Bubbling of the surface

  • Small bumps or imperfections

By authorizing drymounting services, you acknowledge these risks and understand that we will not be held responsible for any damage that occurs during the drymounting process. We recommend discussing alternative mounting options if you have concerns about these risks.

Insurance Coverage for Customer Artwork

We carry professional insurance to protect artwork in our care, but coverage has important limitations:

What's Covered

  • Accidental damage during normal handling and framing processes

  • Theft or loss while artwork is on our premises

  • Fire and water damage to the workshop

What's NOT Covered

  • Damage during specialized processes you've specifically authorized (such as drymounting)

  • Pre-existing damage or deterioration

  • Items valued above the declared amount

Your Responsibilities

When leaving artwork with us, you must:

  • Declare the full replacement value of each item - our liability is limited to the value you state

  • Point out any existing damage or condition issues

  • Ensure your own insurance covers the artwork while in our care if it exceeds our coverage limits

Our insurance coverage is limited to £20,000 per item unless higher coverage is specifically arranged and additional premiums paid.

Care of Your Artwork

What We Do

  • Handle all artwork with appropriate care using industry-standard practices

  • Store items in a secure environment

  • Use archival materials when specified

  • Follow Fine Art Trade Guild standards for professional framing

What You Should Know

  • We are not art restoration experts - we'll point out any condition issues but cannot assess or treat artwork deterioration

  • Some older or fragile items may be unsuitable for certain framing methods

  • We reserve the right to refuse work on items we consider too fragile or risky

Collection & Storage

Collection

  • Items must be collected within 30 days of completion notification

  • After 30 days, a storage fee of £5 per week applies

  • Items not collected within 6 months may be donated at our discretion

Extended Storage

If you need longer-term storage, please arrange this with us in advance. Additional insurance may be required for extended storage periods.

Liability Limitations

Our total liability for any claim is limited to:

  • The declared value of the artwork (as stated by you), or

  • The cost of the framing work performed

  • Whichever is lower

We are not liable for:

  • Consequential or indirect losses

  • Loss of enjoyment or sentimental value

  • Appreciation in artwork value after the declared value was set

Materials & Workmanship

Quality Standards

  • We use quality materials appropriate to the level of framing selected

  • All work carries a 12-month guarantee against defects in materials and workmanship

  • This guarantee does not cover normal wear and tear or damage from mishandling

Conservation Framing

When conservation-level framing is requested:

  • We use museum-quality, acid-free materials

  • Reversible techniques where possible

  • Full documentation of materials used provided on request

Health & Safety

For everyone's safety:

  • Our workshop is not open to the public during working hours except via appointment

  • Collections and consultations are by appointment or within set drop-in hours

  • We follow all relevant health and safety regulations

Changes to Orders

Before Work Begins

  • Changes can be made to orders before work commences

  • Additional charges may apply for changes requiring new materials

After Work Begins

  • Changes may not be possible once cutting or assembly has started

  • Any changes that are possible may incur additional charges for materials and time

Disputes & Resolution

We aim to resolve any concerns quickly and fairly. If you have an issue:

  1. Contact us immediately to discuss the problem

  2. We'll investigate and respond within 5 working days

Contact & Communication

  • All quotes are valid for 30 days unless otherwise stated

  • We'll contact you when your order is ready for collection

  • Please ensure we have current contact details.

By placing an order with us, you confirm that you have read, understood, and agree to these terms and conditions.

These terms are subject to change. Current terms apply to all orders placed after January 2nd 2025

Need to discuss anything? Please ask - we're happy to explain our processes, recommend alternatives, or discuss any concerns before you place your order.