Returns & Refunds Policy

This page explains how returns, exchanges and refunds are handled.

Our Promise

We want you to be delighted with your purchase. If something isn't quite right, we're here to help and will always do our best to resolve things quickly and fairly.

Please Contact Us First

Before arranging a return, please contact us first on +44 (0)1245 477000 or email customerservices@framesandmirrors4u.com.
Sometimes the item does not need to be returned, and speaking to us first ensures we can offer the quickest and most cost‑effective solution.

Many “faulty” claims are simple issues that can be resolved without sending the whole frame back. Examples include:

Wrong size or colour mount

Often the frame is perfect — we can simply send the correct mount.

Broken or scratched glass/styrene

If the frame itself is undamaged, we only replace the glass/styrene panel — not the entire frame.

Frame damage

Depending on the size and volume, we may request photos first.
Returning a broken frame is often expensive, unnecessary and offers little value, so we assess whether a return is needed or whether a replacement/refund is more appropriate.

Incorrect size ordered

This is extremely common.
Many competitors list sizes like 20 x 16" / 50 x 40cm, which are not the same size, leading customers to believe the frame is wrong when the print is the issue.
A quick conversation helps us identify the correct size and avoid unnecessary returns.

Speaking to us first helps prevent delays, avoids unnecessary costs, and ensures we resolve your issue in the most efficient way.

Returns

If you need to return an item, please contact us within 14 days of receiving your order.
You can reach us on +44 (0)1245 477000 or email customerservices@framesandmirrors4u.com.

To be eligible for a return, items must be:

• In their original condition
• Unused and undamaged
• In their original packaging (where applicable)

Once approved, returns should be sent back within 14 days.

Non‑Returnable Items

Because of their personalised nature, the following items cannot be returned unless faulty:

• Custom‑made frames
• Bespoke sizes
• Made‑to‑order products
• Items personalised to your specification

Refunds

Once your return has been received and inspected, we'll notify you of the approval of your refund.
Approved refunds are processed back to your original payment method.

Please allow 3–5 working days for the refund to appear.

Exchanges

If you'd like to exchange an item, please contact us first so we can check availability and advise on the quickest solution.

Damaged or Incorrect Items

If your order arrives damaged or not as expected, please contact us within 48 hours on +44 (0)1245 477000 or email customerservices@framesandmirrors4u.com.

We may ask for:

• Photos of the damage
• Photos of the packaging
• Your order number

We'll then arrange a replacement, repair, or refund depending on the situation.

Return Shipping Costs

If the item is faulty or incorrect, we cover all return costs.

If returning for any other reason, return shipping is the customer's responsibility.

For larger items such as mirrors or oversized frames, we can help arrange a courier collection at cost price.

Cancellations

Orders can be cancelled before dispatch.
Custom or bespoke orders cannot be cancelled once production has begun.

Need Help?

If you have any questions about returns, refunds or exchanges, we're here to help.
Call us on +44 (0)1245 477000 or email customerservices@framesandmirrors4u.com.