Delivery charges, returns and cancellations
Order Dispatch
All our items are made to order so will take a few days to make. We will dispatch your order within the timeframes below:
You can check the status of your order(s) by signing in, clicking your name that appears in the top-right corner of the page, and clicking ' My shop account'.
Please allow up to 14 days after despatch for delivery within the UK and 28 days for Europe and worldwide deliveries. If you have not received your order within this time, please email info@picturethepast.org. Please note that if you order more than one product they may be despatched separately and arrive at different times.
Delivery charges
Order Cancellation
Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return Goods, or cancel an Order under defined circumstances.
The goods sold on our site are personalised and are defined as bespoke and customised goods. The photo frames are made to order according to your chosen options for photo choice, size, paper type, frame type and colour. All other goods are personalised with your choice photos and colour, material (where applicable). Under the Consumer Contracts Regulations 2013 these Goods do not attract the cancellation rights that typically apply to a distance contract.
Nothing in these conditions affects your statutory rights as a consumer.
Returns Policy
Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return Goods under defined circumstances.
Please note that we will not accept return items unless you have contacted us.
How to contact us
By phone: 0115 838 6175 lines are open 9 am to 5:30 pm Monday to Friday (excluding UK Bank Holidays)
By email: info@picturethepast.org
Bespoke and customised goods
Where items are personalised or made to order, you do not have the right to cancel or return an order as unwanted. We recommend that you double-check your order to ensure it meets your requirements before making payment.
Faulty or damaged goods
You must notify us of any faulty or damaged Goods within 30 days of receiving them. Please email us at info@picturethepast.org and provide the following information:
- Your details
- Your order number
- A photo of the damage to the item and packaging
We will arrange for a Customer Returns Form to be sent to you. We will send a pre-paid returns label which you can print off, attach to your parchel and drop in to your local post office. Returns for faulty items are at our cost. A replacement item or refund will be issued on return of the faulty item.
Refunds
Refunds will be issued within 14 days of our receipt of returned Goods, proof of posting, or notice to cancel (if the Goods have not yet been posted).
We will only refund to the payment card used in the original purchase.
We will refund the cost of the Goods plus any postage paid in your original Order. Nothing in this section affects your statutory rights.