Our Cancellation and Return Policy

As our name prints are personalised and made-to-order they are exempt from return and are non-refundable under the Consumer Contract Regulations (2014). 

Please read the product details tab fully before placing your order online for all relevant information for the product you are ordering including product size, personalisation options and finish.

As our products are personalised an order cannot be cancelled after the artwork has been produced. All cancellation requests must be sent by email to sales@framemyname.co.uk within one hour of the order being placed. Please include your order number in any correspondance sent.

Your Personalisation

Please ensure all personalised details are correct when placing your order as mistakes can not be rectified after the order has been printed. Any changes to the personalised wording on your order must be sent to us by email within one hour of the order being placed. An admin charge will apply to any changes to the wording or design choice made after the order is placed.

Please check your order confirmation carefully and ensure all personalisation is correct including spelling, punctuation and captial letters where required. Please include any symbols you would like added (such as bullet point • heart symbol ❤ or star ☆ ★) in with your wording when placing your order. If you notice a mistake with your personalisation please contact us as soon as possible after placing the order.

If you have made a mistake with your order and it has already been printed there will be a cost for printing a replacement. The price for a reprint will be based on the product ordered and delivery method chosen.

If however we have made a mistake with any of the personalisation on your order please contact us and we will arrange to send a replacement at no extra cost to youself.

Please note that we cannot be responsible for:

  • Any errors in spelling, punctuation, capitalisation, grammar or dates made by the customer
  • Errors options such as choice of finish, quantity, product size or design made by the customer

The illustrations, colours and characters used on our name prints are chosen at our discretion and may vary from the examples shown online. It is not possible to request specific characters be used on your print.

Damaged Orders

If you have ordered a name print and the item is damaged on receipt then a replacement order will be sent.

If your order has arrived damaged contact us by email quoting your order reference number and attaching photographs of the damage. We will then look into this for you and arrange for a replacement order to be dispatched where applicable. 

Any damaged orders must be reported within 5 working days of receiving the item.

Not received your order?

UK delivery is normally from 2-3 working days after dispatch but can take a few days longer. 

The tracking number at the bottom of your shipping confirmation email will show proof of delivery or when delivery has been attempted and is ready for collection from your local depot. If you have not received your order within 5 working days of dispatch please check the following:

• Check the online tracking to see if delivery has been attempted (Royal Mail may not have left a card) 
• If the item was sent to your home please check if the item has been left with a neighbour or in a safeplace
• If the item was sent to your work address, check with the post room and your colleagues for the delivery
• Check the address & postcode are correct and complete including any business names or flat numbers

If you have checked all of the above points and cannot locate your order please contact us with your order number and we will look into it for you. 

Not at home for delivery?

If you are unavailable when Royal Mail attempt delivery of your order they will normally leave a card but please note this is not always the case. We advise using the tracking number supplied in your shipping email to check on the status of your order. The tracking number will update on the Royal Mail website within 3 working days of dispatch.

If you have missed delivery you will need to arrange to collect your order from the local depot or rearrange your delivery online for a suitable date. The item/s may only be held by Royal Mail for a short time.

Any orders which have not been picked up from the delivery depot will incur an additional postage charge if we need to resend your order. The order will not be refunded if it is returned to us as it is for a personalised/made-to-order item.