Production, Delivery and Returns

Use the My Account feature to track your order

Production Times (Orders placed before 12 noon)

Delivery Times

Working day = Monday to Friday excluding weekends and Bank Holidays

These are our usual Production and Delivery times but they may take longer if circumstances beyond our control stop production or disrupt postal services.

Delivery Charges

To calculate shipping costs simply add product/s to your basket and go to checkout. The website will display your delivery options and prices. You are not committed to buy. You can add or remove products from your basket at this time and continue shopping.

Some products have a minimum shipping charge. These are usually on single fragile products that need extra packaging to ensure they arrive with you safely. As you add more products to your basket the shipping is calculated by weight to give you the most cost effective shipping price for your order.

Delivery Methods

Our chosen carriers are Royal Mail and Business Post (for Next Working Day Delivery). At check out you will be given the delivery options.

Most items can be sent out on an express service when ordered before 12pm. We cannot be held responsible for problems or delays that occur as a result of the courier service.

A signature is required for Express deliveries, unless we receive notification that a parcel can be left in a safe place, or with an immediate neighbour. For that reason it is sometimes easier to give a work address for delivery.

Next Working Day delivery is unavailable for P.O. boxes, BFPO addresses, Shetlands, Orkney, some areas of Perthshire and the Channel Islands

Incorrect Address

If the address is incorrect or outdated, the parcel is usually returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order, as another charge will have to be levied if a parcel is returned to us and has to be re-sent. Most of our carriers will make two attempts to deliver a package.

Deliveries outside of Mainland UK

If you are outside of the Mainland UK and would like to order any of our fantastic products please email our customer services team who will be happy to work out a postage quote for you  sales@picturelizard.co.uk

Goods ordered from Picturelizard.co.uk for delivery outside of the EU may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you, we have no control over these charges and cannot predict what they may be.

Returns

We want you to be totally satisfied with every purchase you make from PictureLizard. It is our aim to offer value, quality and the best service. If, for any reason, you are not completely happy with your purchase, simply return it to us within 30 days of delivery, unopened in its original packaging (with any shrink-wrap intact) and in a re-saleable condition, together with the receipt. We will offer you a refund for the price you paid for the item. We can only accept the return of opened items if they are faulty.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

Returns Address

Please clearly state your order reference number on the return package

Custom Made Frames and Personalised Products Returns

Please note our returns policy excludes Custom Made or Personalised products. We cannot accept return of non-faulty products, as the product has been custom made or personalised specifically to your measurements or instructions. These products are strictly non returnable and non refundable.

Breakages

Please check contents upon receipt. Any damaged or faulty goods must be notified to us, in writing, within 3 working days of receipt otherwise no liability will be accepted. Please email sales@picturelizard.co.uk detailing, in full, the damage or fault relating to your order. Along with the email we ask you to provide photographic evidence to support your claim.

In the event of Picturelizard.co.uk sending you a replacement for a damaged or defective item, you must return the original item to Picturelizard.co.uk within 14 days, if requested. Picturelizard.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 14 days of the date on which the replacement has been issued.

Missing or delayed items

Please note that we need to wait 14 days before being able to trace, replace or refund items lost in the post.