TERMS & CONDITIONS
This website is operated by Frame My Name. Where these terms and conditions use terms such as "we", "us" and "our" they refer to Frame My Name.
By visiting our website and/or purchasing something from us, you are deemed to have accepted these terms and conditions.
You can view the most current version of these terms and conditions at any time by visiting this website page. We reserve the right to update, change or replace any part of these terms and conditions, without prior notice to you, by posting updates on this page. It is your responsibility to check this page on each visit to your website, read these terms and conditions and ensure you understand them before making a purchase.
OUR REFUND POLICY
Personalised Name Prints
As our products are personalised and made-to-order they are exempt from return and are non-refundable under the Consumer Contract Regulations (2014) however - 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!
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.
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.
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 order if you realise you’ve given us the wrong information, such as date of birth or name spelling, then please email us at firstname.lastname@example.org 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.
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 email@example.com 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.
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.
Due to the quicker dispatch times 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 order hasn't been sent to production.
Please check your order confirmation carefully and ensure all personalisation is correct including spelling, punctuation and capital letters where required. Do not include any emojis as we can't print them. Please don't include any instructions in with the personalised wording on your name print.
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.
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 Frame My Name cannot be held 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
DISPATCH AND DELIVERY
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 dispatched within 2 working days.
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.
Delivery Address and Postcode
Please ensure the delivery address and postcode are correct and complete when placing your order including any house numbers, flat numbers or business names. Frame My Name are not responsible for any order not delivered due to an incorrect address being supplied to us by the customer. Any order which is returned to us due to an incorrect address will incur an additional postage charge 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.
Covid-19 and Royal Mail
Due to the ongoing Covid-19 situation, Royal Mail are experiencing a reduction in service levels and this is causing a delay with some deliveries. Most orders arrive within a few days of dispatch but occasionally orders can be delayed. We need to allow 18 working days from your dispatch date before we can class an order as missing and issue a replacement order or a refund.
Not received your order?
UK delivery is normally a few days after dispatch (*see above section on Covid and Royal Mail).
All dispatch and delivery times are given as an estimate only.
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)
• Check if the item has been left with a neighbour. This could be a next door neighbour or someone else in your street.
• Check if the item has been left in a safeplace i.e. a porch, recyling bin, garage etc
• 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.
Import Duties and Customs:
Orders placed for delivery to the Republic of Ireland may be subject to import duties and taxes, which are applied when the parcel arrives in ROI. From July 1st 2021 this also applies to orders with a value of €22 or less. The customer is responsible for payment of any import duties and taxes. Our delivery prices charged on our site do not include import duties and taxes.
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.
We reserve the right to refuse service to anyone, for any reason, at any time.
Any content that you enter onto this website may be transferred unencrypted and involve transmissions over various networks and may involve changes in order to conform and adapt to the technical requirements of connecting networks or devices.
You may not reproduce, duplicate, copy, sell, resell or otherwise exploit for commercial gain, or otherwise, any portion of any of the content on the website or any other part of the service that we offer on this website. "Frame My Name" is a Registered Trademark. Frame My Name will pursue legal action against trademark and copyright infringement.
Headings and titles used on this website are done so for convenience only. They do not constitute any part of the terms and conditions and will not limit or otherwise affect the terms herein.
ONLINE STORE TERMS
Our website offers a range of products for sale. Where we refer to an 'item' we are referring to a single product available for purchase on this website.
We will take all reasonable care to ensure that the details displayed for a particular item offered for sale are correct at the time when the information was entered onto the system.
Whilst care is taken to ensure that we display as accurately as possible appearances, colours, textures or finishes, what you will see on your computer monitor or equipment may differ and so we cannot guarantee that images are an accurate representation of the actual goods or services that you are purchasing.
We may not be able to accept your order due to one or more of the following reasons, or for a reason not listed below:
i) The item you have ordered is out of stock
ii) We cannot authorise your payment or have reasonable grounds to suspect your payment may be fraudulent
iii) There has been a pricing or product description error
iv) There is a system or procurement failure
v) You have failed our customer validation checks
When you place an order you will receive an email confirming the details of your order. This email is not confirmation that your order has been accepted by us.
Your order will only be accepted by us once your goods have been dispatched.
LIABILITY AND INDEMNITY
We shall not be liable for any direct, special, indirect or consequential or incidental damages including loss of profit or loss of opportunity as a result of the use of or the inability to use any items that have been ordered on this website.
You agree to indemnify us and our agents, officers, directors and employees, immediately and on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of any of our terms and conditions.
These terms and conditions shall be governed in accordance with English Law and are subject to the exclusive jurisdiction of the courts of England & Wales.
Should any part-term or term be found to be unenforceable then the remainder of the terms and conditions shall continue to have full force and effect as if the invalidated term was not present.
Should any delay or failure to comply with our obligations under these terms and conditions arise where it is beyond our reasonable control, we will not be responsible to you for such delay or failure nor liable for any loss that you incur, howsoever caused.