Refund Policy

Our Refund Policy

We’re so confident you will love your gift from Frame My Name that, for the first time, we are now offering a money-back guarantee on our framed name prints!


Conditions of return

Contact us by email within: 3 days of delivery to request a return.
Please include the reason for returning and your order number.

Dispatch items back within: 7 days of delivery

Customers are responsible for return postage costs. If the item is not returned in its original condition, the customer is responsible for any loss in value. Once we receive your order, a refund will be issued within 3-5 working days. Please note the refund won’t include any postage costs.

Our money-back guarantee doesn't include our personalised cards, banners, ceramic keepsakes, bunting or keepsake boxes. It only applies to our framed name prints.

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.


Replacement Print

Our products are made using the wording you supply to us when placing your order online. This wording is copy/pasted directly from the order form onto the artwork.

When you receive your name print if you realise you’ve given us the wrong information, such as date of birth or name spelling, then please email us at orders@framemyname.co.uk and we will arrange to send you a replacement print to put into your frame. The replacement print is free of charge but there will be a small charge of £1.95 to cover postage. 


Cancellation

As our products are personalised orders cannot be cancelled after your order has been started and the artwork has been produced. 

All cancellation requests must be sent by email to orders@framemyname.co.uk within 30 minutes of placing your order.

Please include your order number in any correspondence sent to avoid delay as we will need an order confirmation number to look into any enquiries received.