Terms & Conditions

Frame My Name

This website is owned by Frame My Name. Address: Frame My Name, Pavilion 8, Watermark Business Park, 315 Govan Road, Glasgow G51 2SE. Email: sales@framemyname.co.uk

"Frame My Name" is a Registered Trademark.
The Frame My Name name may not be used or copied in any form without written permission.
Frame My Name will pursue legal action against trademark and copyright infringement.

Our website and all of our products & designs are protected by author rights and copyright. No part of this website or any of its contents or designs may be reproduced, in part or in whole, without the prior written consent of Frame My Name.

By placing an order on this website you have agreed to abide by our Terms & Conditions as laid out below.

Our Refund Policy

PERSONALISED NAME PRINTS

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 orders 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 with your order number included. An admin charge will apply to any changes to the wording or design choice made after the order is placed. Due to the quicker dispatch on some items, it may not always be possible to make changes to an order after it has been placed. Changes can only be made if the artwork hasn't been printed.

Please check your order confirmation carefully and ensure all personalisation is correct including spelling, punctuation and capital 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. Please do not include any other emojis as we can't print them.

If you have made a mistake with your order and it has already been printed there will be an additional cost for a replacement print. 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 yourself.

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, fonts 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 to 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. As the item is personalised it is exempt from return. If the order arrives damaged a replacement for the damaged item will be sent.

If your order has arrived damaged contact us by email quoting your order reference number and attaching some 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 a 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.

Product Prices

Prices on our website are shown in British Pounds (GBP). Prices are inclusive of VAT. Prices do not include delivery which is calculated at the checkout based on delivery location. Frame My Name reserve the right to amend product prices and discount offers at any time.

Although we try to ensure that all product descriptions, details and prices on our website are accurate occasionally an error may occur. If we notice an error in the price of any product you have ordered we will inform you of this as soon as possible and give you the option of confirming your order at the correct price or cancelling the order for a full refund.

Discount Codes & Promotional Offers

All discount codes issued prior to January 2020 are now invalid and can no longer be used on our website. Frame My Name reserve the right to end any promotion or discount at any time and without prior notice.