Customer Service

 

Frame Emporium Terms and Conditions

Orders:

When you place an order, we will require your name, e-mail address, credit / debit card number and card expiry date. Without this information we will not be able to process your request or notify you of acceptance of your order. A contact telephone number is also required so that we may reach you if there is a problem with your order, or if your order requires a delivery quote. We may, unless you advise us otherwise, pass this information to our couriers or other agents in case they need to contact you to arrange the processing or delivery of your order.

Once your order has been despatched, the completion of the contract between The Frame Emporium and yourself takes place.
If there are any problems with your order, you will be contacted by one of our Customer Services Representatives either by email or by phone.

These problems may include:

  • The product you ordered being unavailable from stock

  • Our inability to obtain authorisation for your payment

  • The identification of a pricing or product description error

  • Customers who fail to reach any order criteria set out in the Terms & Conditions

We reserve the right to reject any offer of purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

Contract Cancellation

Please note that you are entitled to cancel this contract if you so wish, provided you exercise your right no longer than eight working days after the day on which you receive the products. If you wish to exercise your right to cancel this contract prior to order despatch, please contact us by phone or email. If your order has already been despatched please follow the procedure set out in Returns Policy.

Product Pricing, Descriptions, Images & Estimated Time of Arrivals

All prices published are in pounds sterling and are inclusive of European Union sales tax at the prevailing rate. Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order. The images shown online and in catalogues are for illustration purposes only. Many products are also shown with additional props but these are not included in the sale of a product unless otherwise specified.

ETA dates for out of stock items are for guidance only and may change due to unexpected delivery problems. ETA dates reflect when deliveries are expected to arrive at our warehouse, please allow a further 7 days for stock to be quality control checked and booked in.

Size disclaimer

We make every effort to give correct size information on our website. Irregular shaped items will always have the widest dimension given. We aim to be accurate to + -2cm. If accuracy of size is of critical importance to your order please contact us to confirm a size before ordering.

Promotional Code Disclaimer

You can use published promotional codes through our website only and not in conjunction with any other offer. You can participate in offers once only. Delivery, gift vouchers and sale items are excluded from offers. Promotional codes may only be redeemed against in-stock items and cannot be retained for usage beyond their date of expiry.

We reserve the right to cancel any promotion, offer or promotional code after seven working days of publication.



Bespoke Items

If you wish to purchase a ‘made to measure' mirror, frame or any other bespoke item, the order cannot be cancelled once it has been placed. Should you choose to return the item to us for any reason within seven days of delivery, Frame Emporium reserves the right to retain a 20% re-stocking fee. You must contact our head office either by email at support@frameemporium.co.uk or by telephone (020 8805 8899) within seven working days from date of delivery to cancel your order. You must ensure the item is returned to us in a perfect saleable condition and in its original packaging. Failure to do so may result in Frame Emporium being unable to refund you.

Mirror s or furniture ordered with a customer’s own fabric or material cannot be cancelled, returned or refunded once purchased.

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

Payment

Payment for all orders is at point of sale and not at point of despatch. All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery. You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold;

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

  • Register by providing your real name, phone number, e-mail address, payment details and other requested information

  • Be over 18 years of age

  • Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable

  • Possess a valid credit or debit card issued by a bank acceptable to us

By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.