Frequently Asked Questions
Here you can find answers to the some of the questions we hear most frequently
Please feel free to ring our customer services on xxx if you can’t find what you’re looking for.
- Do you offer any discount on bulk purchases?
- What do I do if I want to return my order?
- What’s the easiest way to find what I’m looking for?
- How long are your delivery times?
- I have questions about a product
- I have questions about my invoice
- I can’t find a product on your web shop. Can you help me?
- I am missing an invoice / I need a copy of my invoice
- Can all your picture frames be hung vertically and horizontally?
- Can I change or cancel my order?
- Discount code, what is that?
- What is the difference between posters and prints?
- Developing pictures – What paper should I choose?
- Do you make bespoke mounts?
- Do you make bespoke picture frames?
- Do you make bespoke mirrors?
- How do I mount my pictures on a mount?
- How do I know what size picture fits in your picture frames?
- Is the glass included in the picture frames?
- Can your frames be hung by a steel wire?
- Can I get pictures developed with you?
- Can I get my pictures framed and finished with you?
- Can you make bespoke collage mounts?
- Complaint - My product is broken. What do I do?
- Do you sell reflection-free glass?
- What are the differences between the different types of glass in the picture frames?
- What is meant by the “glossiness” of the picture frame?
- What is meant when it says that a photo album has "100 pages" ?
- What’s the difference between a picture frame, a photo frame and a frame?
- What is glassine paper?
- Why doesn’t the product picture show the same size as the picture frame I am looking to buy?
- What size frames do you have in your range?
Do you offer any discount on bulk purchases?
Answer: If your company wishes to buy a large number of our products, we can make a quotation. Please don’t hesitate to contact our customer services at firstname.lastname@example.org. Name which product or type of product (so that we can help with making suitable suggestions), and let us also know the latest date by which you need your order.
What do I do if I want to return my order?
Answer: When you send the products back to us you must pay the return postage yourself and it cannot be refunded. Remember to package the product properly so that they don’t break on the way back. You can buy a return postage label by -clicking here-
If the products are unopened you will receive the entire sum (including the postage you paid when you ordered). If the products are opened or not in a new condition, we have the right to retain some of the refund to compensate for the loss in value.
What’s the easiest way to find what I’m looking for?
Answer: If you are, for example, looking for a black frame in 20x30 cm, there are three different ways you can choose it, depending on what is easiest for you. You can use the search bar, search among the different sub-categories, or use our filter function.
The easiest way is to go to the right product category and apply filters until you find the product you are looking for. You can do this by looking at the menu on the left, and in this case choose “Picture Frames”. Then you will see our whole frame range and be able to filter such things as “colour” and “picture size”, all helping you find exactly what you are looking for!
How long are your delivery times?
Answer: Providing the products are in stock, our aim is to dispatch all orders placed before 11.00 on the same day. Occasionally, when turnover is particularly high, delays can occur. For orders placed before 13.00, you can choose our express handling which guarantees that your order will be shipped the same day. Express handling costs an extra £2.9. Once the package has left our warehouse, delivery time is between 3-6 working days (although we cannot take responsibility for delays that occur with the respective delivery company)
Please note that the above only applies to products that are in stock. When purchasing custom goods or products that are made to order, the delivery time will be longer. On each individual product page, as well as at the checkout, it is always stated how long the delivery time is for each product.
I have questions about a product
Answer: If you find anything unclear, or want to know more about one of our products, you're welcome to contact us via chat, email or phone. We're able to answer fastest via chat, and you can find the pink chat box in the lower right-hand corner. You can also send an email to email@example.com, or ring our customer services on xxx. We're always happy to help.
I have questions about my invoice
Answer: All of our invoices for private individuals are done by Klarna. You can find their homepage at www.klarna.com/uk
If your question is about a company invoice, you can reach our customer services on xxx.
I can’t find a product on your web shop. Can you help me?
Answer: We try to have a range that is as complete as possible, but unfortunately we can’t stock everything. If there is a particular something you are missing please ask us. We always try to help out and find exactly what you’re looking for.
I am missing an invoice / I need a copy of my invoice
Answer: All of our invoices for private individuals are done by Klarna. You can find their homepage at www.klarna.com/uk
Can all your picture frames be hung vertically and horizontally?
Answer: Yes, all picture frames (unless clearly stated in the product description that they can’t, but that’s only a small minority of frames) have wall attachments to set them up in both horizontal and vertical format. So, if your picture is for example 70x50, it will fit perfectly well in a picture frame that is 50x70.
Can I change or cancel my order?
Answer: In most cases, it isn't possible to change or cancel an order when you have placed it. This is because we pick and consolidate orders around the clock. If you have received a shipment confirmation, then we are unable to make any changes to the order.
We recommend that you contact us via chat if you want to change or cancel an order. This is because chat is our fastest communication channel, allowing us to help you as fast and as best we can. To contact us via chat, click on the pink chat box in the lower right-hand corner. You can, of course, always request a return and/or refund when you have received your products.
Discount code, what is that?
Answer: It is a letter- and number-combination or a word which applies a discount to your order. Our discount codes are sent out occasionally via social media or newsletters, and have limited applicability. Ordinarily we don’t use discounts. If you have a discount code, you probably know about it already. Otherwise, you can skip this square. Unfortunately, we don’t dispense discount codes upon request.
What is the difference between posters and prints?
Answer: We describe the same product in several ways, in order to make our product descriptions more reader-friendly. In principle, there is no difference between posters and prints. What we mean is something printed on paper, such as photography or graphical drawings. The types of paper can be of different quality, glossy or matt, and varying thickness. The material which the poster is printed on is most often described in the product description. If anything is unclear, please feel free to get in touch with our customer services for more information.
Developing pictures -What paper should I choose?
Answer: With us, you can choose between 6 different types of paper, all with slightly different uses and aims. The following are the types of paper you can choose between:
Standard - Photo Luster 260 g
This is our standard paper which works well for all kinds of pictures, and it is our obvious go-to when you want a simple enlargement to frame. The paper comes from Hahnemühle, a world-leader in photo paper, and it has a half-glossy surface.
Standard - Photo Glossy 290 g
Total-gloss photo paper from Hahnemühle which gives your pictures a sheeny surface - a format which is unsuitable for use with a mount as total-gloss pictures tend to get stuck in the glass. A perfect choice when you want to have total-gloss pictures for putting in a photo album or other places without a picture frame.
Fine Art - Bamboo 290 g
The world’s first Fine Art paper which is made of bamboo fiber. Gives your pictures a unique feeling which works especially well for warm and black and white pictures. Perfect with a mount.
Fine Art - Photo Rag 308 g
Artists’ paper made of 100% cotton. It makes Photo Rag one of the most popular choices for enlargements with high art quality. The beautiful, smooth surface and feel with Photo Rag makes this paper very versatile, and it is ideal for printing of both black and white and photography, giving an impressive depth to all types of pictures.
Fine Art - German Etching 310 g
White artists’ paper with a finely structured surface made of 100% alpha cellulose. One of the world’s most popular kinds of paper for art and photography.
Poster paper 250 g
A simple paper which works well for posters and simple text printing.The paper has a matt surface. It is unsuitable for photography.
Do you make bespoke mounts?
Answer: Yes, we do. We have a large offering of colours and you can make an order quickly and smoothly via our website. The only thing you need to provide are the outer and inner measurements. Click here för mer information.
Do you make bespoke picture frames?
Answer: Yes, we do. In our range you’ll find over 200 different kinds of frame, and you can order directly from our website. All frames are produced in our own workshop by our expert staff. Click here för att beställa din egna måttbeställda ram.
Do you make bespoke mirrors?
Answer: Yes, we do. We have a large offering of good frames which work excellently with mirrors. Click here for more information.
How do I mount my pictures on a mount?
Answer: We strongly recommend that you use an acid-free mounting tape, since ordinary tape has the risk of damaging the picture, and often falls off after a time. You should only affix your pictures with mounting tape on the upper edge of the picture, against the mount. This works so that the picture can “breathe” and last longer.
How do I know what size of picture fits in your picture frames?
Answer: All ordinary frames are named according to the following pattern: "Soul White 10x15 cm". "Soul white" is what the picture frame is called, and the measurement 10x15 cm is how big a picture can be put in the frame. Pay attention, however, to the fact that circa 2-3 mm of the picture won’t be visible in the picture frame, as it disappears behind the frame’s borders.
Is the glass included in the picture frames?
Answer: For 98% of all our picture frames, ordinary glass is included. For other picture frames the glass is replaced with plexiglass. In cases where the ordinary glass isn’t included, we write it clearly in the product description.
Can your frames be hung by a steel wire?
Answer: Mounting frames with a steel wire or rope can feel simple and flexible, however this is not always a good alternative. This may cause the pressure to be unevenly distributed throughout the frame that the glass could crack. Therefore, we advise against using wire or rope for frames which are provided with wall brackets that are intended for hanging.
However, there are exceptions where mounting frames with a wire or rope is preferable, and in these cases we will provide a wire that you can use. A simple rule of thumb when it comes to mounting a purchased frame from us: if there is no wire included - do not use steel wire or rope when hanging up the frame.
Can I get my pictures framed and finished with you?
Answer: Yes, we can help you with that. You can find our range of picture frames with which we also offer framing directly via the internet here.
Can you make bespoke collage mounts?
Answer: Yes, we can help you with that. Come into our nearest branch or contact our customer services for more information. We have a computer-driven mount cutter, which means that we can do practically everything in the process of creating and customising your mount. Your imagination is the limit. Regardless of whether you want a mount with 20 aperture, or maybe just 2 which are also oval-shaped, we can help you.
Claim - My product is broken. What do I do?
Answer: Contact our customer services and attach your customer information and a picture of the broken product. Within 1-2 working days you will receive a reply. If the claim is approved we will then send out a new product immediately.
Do you sell reflection-free glass?
Answer: Yes, we do. Our reflection-free glass is made of the renowned "Gro Glass" and has a reflection factor of just 1%. Furthermore, the glass offers protection from damaging UV-light. It is sold tailor-made and you can find it here.
What are the differences between the different types of glass in the picture frames?
Answer: Float glass has UV-protection of 40-45%, and has slightly better light properties, and a smoother surface, than normal glass. Plexiglass is a type of transparent acrylic plastic. Anti-reflection glass is glass which has been treated so that the subject in your picture frame won’t disappear behind reflections from, for example, lamps or daylight.
What is meant by the “glossiness” of the picture frame?
Answer: We use “glossiness” to describe whether the picture frame is glossy or matt. We use three levels: High gloss/Glossy/Matt, in order to give you a better feeling for how the picture frame looks. Please note that the glossiness can vary slightly between different picture frames within the three levels, depending on the frame’s material and colour.
What is meant when it says that a photo album has "100 pages"?
Answer: It means that the album has 50 sheets (where you can put pictures on both the front and the back), which means in turn that there are 100 pages, which corresponds to 50 sheets.
What’s the difference between a frame, a picture frame, and a photo frame?
Answer: There is essentially no difference between these terms, but we use several different names to describe the same kind of product, making the text on our site more reader-friendly. What all of them mean is something which is for framing a photograph, a poster or a painting. The material that the picture frame is made of is not indicated in the choice of name for describing the product. If you have any queries about how you should choose a picture frame, our customer services team will be happy to answer your questions.
What is glassine paper?
Answer: It is a thin, white silk-paper which is inserted between photo album sheets to protect the pictures from scratches and leftover glue. Discovering that two album sheets have become stuck due to leftover glue is not a fun experience. Glassine paper makes the album a little more expensive, but gives your pictures extra protection.
Why doesn’t the product picture show the same size as the picture frame I am looking to buy?
Answer: This is because many of our frames exist in numerous sizes, meaning that we unfortunately can’t take pictures of all the sizes that exist.
Under the heading “Good to know”, furthest down in the product description, you will find information about the picture frame’s picture dimensions/inner measurements. There you will also find out how broad and deep the picture frame’s cross-section is. This makes it easy for you to get an understanding of exactly how the picture frame you want will look.
What size frames do you have in your range?
Answer: We have 85 different sizes in the frames in our standard range. Here below you can see all of our sizes. We also make bespoke picture frames if you don’t find what you’re looking for in our wide range.
7x7 cm • 9x9 cm • 10x10 cm • 12x12 cm • 13x13 cm • 15x15 cm • 18x18 cm • 20x20 cm • 24x24 cm • 25x25 cm • 30x30 cm • 32x32 cm • 40x40 cm • 50x50 cm • 60x60 cm • 65x65 cm • 70x70 cm • 80x80 cm • 90x90 cm • 100x100 cm
6x9 cm • 7x9 cm • 9x12 cm • 9x13 cm • 10x12 cm • 10x13 cm • 10x15 cm • 10x20 cm • 11x15 cm • 13x17 cm • 13x18 cm • 13x19,5 cm • 14x18 cm • 15x20 cm • 15x21 cm (A5) • 15x22 cm • 15x23 cm • 18x24 cm • 20x25 cm • 20x28 cm • 20x30 cm • 20x60 cm • 21x29,7 cm (A4) • 21x30 cm • 22,7x50 cm • 24x30 cm • 25x35 cm • 25x38 cm • 25x50 cm • 25x70 cm • 27x35 cm • 28x35 cm • 29,7x42 cm (A3) • 30x40 cm • 30x45 cm • 30x90 cm • 30x91 cm • 32,9x48,3 cm (A3+) • 33x95 cm • 35x50 cm • 35x100 cm • 40x50 cm • 40x60 cm • 40x100 cm • 42x59,4 cm (A2) • 42x70 cm •45x60 cm • 50x56 cm • 50x60 cm • 50x65 cm • 50x70 cm • 50x75 cm • 50x100 cm • 56x71 cm • 58x100 cm • 59,4x84 cm (A1) • 60x80 cm • 60x90 cm • 61x91,5 cm (Posters) • 70x90 cm • 70x94 cm • 70x100 cm • 80x120 cm • 84,1x118,9 cm (A0) • 100x140 cm