Frequently Asked Questions

What if I upload a low resolution or poor quality image file?

We understand that you want to get the best quality prints possible from your photographs. If we are in any doubt about the resolution or quality of an image file uploaded, then we will contact you, prior to printing it, either by telephone or email. We recommend digital image files to be 1MB in size or larger. If you are in any doubt, please email the digital image file to us at [email protected], where we will check the image resolution, free of charge. We're nice like that.

What is the difference between the 'image size' and the 'frame size'?

The 'image size' is not the same as the 'frame size'. The 'image size' is the size of the print, whereas the 'frame size' includes the 'image size' and also includes the mount and the frame. Full information can be found by pressing the 'Show Product Breakdown' button on the 'Frame Options' page in the order process, and again on the 'Order Summary' page.

How long will I have to wait for my order?

UK mainland residents will receive orders within 4 working days, or 5 working days if you live in Highland & Islands. Customers who live outside the UK should check our shipping and delivery page. If you need your order quicker, or if you want to request a specific delivery date, please just let us know. If, for some unseen circumstance, there is a delay with your order we will contact you by email or by phone.

Do I need to set up an account to place an order?

No. You can place an order directly from our website by checking out as a guest. You simply need to fill in your billing and shipping details to complete the order, but these details will not be stored.

I've forgotten my password for my account. What do I do?

It happens to us all. When you login to your account you can click on the link 'I forgot my password'. You'll be asked to confirm your email address. We'll then email your password straight to your registered email address. Easy.

What packaging will my order be shipped in?

We take great pride in the manufacture of our products and we want to make sure they aren't damaged in transport. All orders are robustly packaged in a protective foam within cardboard casing to ensure they arrive safely with you, in the same perfect condition they left our workshop.

Will I receive a tracking number?

Yes. As soon as your order is booked in with our courier you'll receive an email or SMS message detailing when your parcel will arrive. You'll receive another alert on the morning of your delivery advising you of an arrival time. You can also click on the 'follow my parcel' tab that lets you track your order in real time.

Is my package insured?

In the very rare event that your package is lost or damaged upon arrival, please contact our Customer Services Team on 01653 698870 or email [email protected]. We will happily give you a full refund or provide a replacement.

Do I need to sign for my order?

Yes. Our packages are too big and too valuable to be left on doorsteps or squeezed through letterboxes. We use trusted couriers to deliver your order, but if you suspect yours has been damaged for any reason, you can indicate that goods were signed for in a damaged condition.

What if I need to change my delivery address?

If your order has shipped and you need to change the delivery address you can do this yourself by clicking on the 'change delivery address' link. You also have the option to collect from your delivery depot, leave with a neighbour or leave in a safe place. If your item has not shipped please email or call us and we can change this for you.

Can I add items to an existing order?

Absolutely. Just call our customer services team on 01653 698870 or email [email protected] with your existing order reference and the items you'd like to add. Our team will then give you a new delivery date for the entire shipment. Unfortunately if your first order has already been dispatched, an additional delivery charge will be made.

What do you use to glaze the framed prints?

We use high grade Perspex brand acrylic as glazing. It is 2.5mm thick and indistinguishable from normal glass, except that it's optically clearer and less fragile.

What hangers do the frames have on the back?

Our framed prints are strung with picture cord as standard. If you would like your frame to stand please let us know and we can put a strut back on instead. We only recommended this on smaller sized frames.

What printers do you have?

To ensure we provide our customers with the best quality prints, we use large format inkjet printers and only print using genuine inks. Your photo will be printed as a 'Giclee' standard print on a heavy weight matte paper or canvas.

I have a request which is not catered for on your website. Can you help me?

We will certainly try our best. See below for a list of specialist services we can offer our customers.

Editing images

We can do basic photo editing prior to printing. If you require any further editing work, this may be possible so please just contact us with your requirements. Depending on the work, this might incur additional costs.

Can I add text to my framed print?

Yes, of course. We can either print on the image itself or cut a text box in the window mount. Please email or call us if you require one of these options. We can also print gift messages to stick on the back of the frames and you can add a gift message when you place your order in the additional instructions box or by emailing us. There is no additional charge for this. It's our gift to you.

Do you offer multi aperture frames?

Yes. We can cut multi-aperture mounts and place images behind. Please email us with your request and attach your photos so we know what you'd like us to do.

Who owns The Framed Picture Company?

The Framed Picture Company is owned by Fruit Art Ltd., a company registered in England and always here to help.