Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
You can choose the type of delivery service when you checkout.
Orders received before 15.00 pm Monday – Friday are delivered to the number of working days* you choose when checking out.
Orders received after 15.00 pm Monday – Thursday are processed the next working day*.
Orders received after 15.00 pm Friday, or on Saturday or Sunday are processed on Monday.
* Working days are Monday to Friday.
The stated delivery times apply as long as the goods are in stock and not a special order, we will notify if this the case.
Our delivery times are delivery aims and we will make every effort to ensure your order arrives on time. This is an important consideration during exceptionally busy periods (e.g. before Christmas) when there is a possibility that deliveries could be delayed. We will not be liable for any compensation or consequential loss, should your parcel be delivered late, not turn up, or be incomplete.
The delivery company will send you a notification when it receives the order from us. They will provide a tracking number so you can follow the progress of the delivery.
No, your payment details are not collected through our website but direct through Stripe for Debit, Credit and Amex Cards and through PayPal for your PayPal payments. No card details whatsoever are collected and stored by our website. Refer to the respective card issuer’s Privacy Policies for their security details.
Yes, we do. All orders made from the U.K or European Union will include VAT – which is calculated at 20%.
All prices on our website are shown including VAT
We ship mainly to UK and Northern Ireland addresses.
We do accept orders from EU and non-EU countries but you will need to contact us first to get an accurate shipping cost.
Not necessarily, it depends on what you have ordered and their sizes as to whether they can be packed together.
If you need to swap an item
Returns and Exchanges
Unwanted Goods
All of our products come with a 30 day no quibble guarantee – see below. Outside of this period you may return unwanted goods providing the goods are undamaged, in original condition and in our current product range. We will refund the original purchase price of the goods less a restocking fee of 30% of the purchase price. The cost of carriage back to us is at your cost and is not refundable. Products sold as “clearance” or products supplied as a special purchase or bespoke manufactured (such as foiled strut mounts or a special size of frame) are not returnable.
GUARANTEE
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee, so long as the goods are undamaged and in original condition. Outward & Inward carriage charges are not refundable.
Please note:
1. Strut Mounts and Folders are an exception to our 30 day no quibble guarantee – we only accept returns or an exchange within 7 days of receipt.
2. All items specially manufactured to order (such as Christmas and Special Occasion Photo Folders, and all personalised items) are an exception to our 30 day no quibble guarantee – we only accept returns for replacement within 7 days of receipt. Also, such items cannot be returned for exchange or refund.
IMPORTANT: When returning goods they must be returned properly packed using original packaging.
That’s very disappointing.
If you’ve received your order damaged then please contact us by phone on 0115 939 9881.
Notification of a damaged delivery is important so we can track back with the courier service. It is best practice to sign for your delivery as “received damaged” and if possible take a photograph.
Please inform us of a damaged delivery using the following timescales:
Standard delivery service – within 4 working days from the date of dispatch.
Basic delivery service – within 7 working days from the date of dispatch.
Notification of a damaged delivery after the respective period will not be accepted.
Working days are Monday to Friday.
There is a wealth of information within this page.
If you cannot find what you are looking for then please call on 0115 9399881 or email on sales@mapleframing.co.uk.
Call us immediately on 0115 9399881. We cannot change a delivery address once it has left our warehouse. You should be able to change the delivery address when you track your parcel on the courier’s website.
Please call on 0115 9399881 if you need the change your order or cancel it. If the order has left our warehouse you won’t be able to change or cancel. See also our Returns Policy above.
Yes, providing the item is not discontinued. Please call on 0115 9399881 or email on sales@mapleframing.co.uk and we’ll be happy to pre-order the item for you..