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Terms and conditions:

When you place an order with us you are agreeing to our terms and conditions as set out below.

Returns/cancellations policy

We ensure all our frames and products are of the highest standard before they are shipped. However from time to time there may be a problem. Returns can be accepted if:

  1. your goods are damaged on arrival
  2. you do not receive what you ordered

If this happens please contact us within 7 days of receipt of your goods on 020 8446 9935 020 8446 9935. We will arrange for goods to be returned to us (please retain packaging) and we will send you a replacement as soon as we possibly can. Note we cannot send a replacement until the original order has been returned to us. As mentioned below we are not responsible for any losses incurred by you as a result of this.

We will not refund or exchange any product that has been supplied correctly in accordance with the specification provided by the customer. We cannot refund or exchange any product where information has been incorrectly provided by the customer.

Orders cannot be cancelled or amended once work on the order has commenced.

This does not affect your statutory rights.


It is your responsibility to measure you image/artwork correctly. We are not responsible for any errors made in measuring by the customer. Please note with a frame only approximately 5mm of the image/artwork will be hidden under the rebate of the frame. Please note with a frame and mount approximately 5mm of the mount width will be hidden under the rebate of the frame. Refer to our how to measure guide for further information.


From time to time a picture frame moulding or mount may be out of stock. We endeavour to update our website to reflect this as it happens however this may not always be possible. If after you have ordered we find the item you order is out of stock we will contact you as soon as possible to either agree an alternative item, advise you of when the item will be in stock or refund your payment.


Bespoke, made to measure orders will be despatched, as far as possible, within 7 working days of your order. The majority of frames are hand joined in our workshop which is why made to measure orders do typically take 5 to 7 working days before despatch. In the majority of cases all orders will be despatched within this time, however there may be cases due to unforeseen circumstances where this deadline cannot be met. We will contact you if this is the case. We are not responsible for any losses you incur if your order is not despatched within 7 days.

Delivery terms

Orders are delivered using a courier service. It is your responsibility to provide the correct delivery address and your responsibility to ensure the delivery can be made. If the delivery cannot be made an additional cost of £5 may be charged by the delivery company for redelivery which is your responsibility to meet. Delivery times are estimated and we cannot be responsible for any delays in delivery or resulting losses once the order has been despatched.

Variations in frames or mouldings

Whilst we endeavour to show frame and mount colours and finishes as accurately as possible on our site there can be slight variations. Picture frame mouldings can vary slightly from batch to batch. Wood is a natural product so there are naturally going to be slight differences in grain, colour or finish. Our handfinished products will vary slightly in finish as the finishes, waxes and stains are applied by hand. We cannot offer a refund or exchange if the supplied product does not meet your requirement or if in your opinion the product differs from the description and images on the website.

If you need to find an exact match to a picture frame you have already we recommend you contact us in advance of placing your order. Alternatively you can come in to our gallery and workshop which is open to the public at The Picture Factory, 44-48 Birkbeck Road, North Finchley, N10 8DZ. We cannot accept returns once an order has been made.

We can send you a small sample of the frame or mount you are interested in. Please contact us either by email on stating the sample you require and your name and address. This service is at our discretion.


All prices are shown in pounds sterling and are exclusive of VAT. Prices and availability may vary. If a price does vary from that shown we would always contact you to agree any variation before processing your order.

Payment and information privacy

We use secure trading to process online card payments securely.

By providing us with your card details on placing your order you are consenting for payment to be taken from your card. Personal financial details are not retained by our website after your order has been despatched to you.

We may collect and store information about users of our website in order to contact you from time to time about our products and services or with a newsletter. You may ask us to delete any information about you and cease any contact by contacting us by phone, letter or email.

We do not share any customer information with third parties for marketing purposes.

This website may contain links to other sites. We are not responsible for the privacy practices or contents of these sites.


The use of this service is entirely at the customers own risk. Services are provided without any warranty or guarantee of any kind either express or implied. The Picture Factory or any of its employees shall not be liable for any direct, indirect, incidental, special or consequential damages arising out of use of this service.

The Picture Factory will not under any circumstances be liable for any losses as a consequence of late delivery, incorrect supply or any other reason.


All copyright to all graphics, logo’s, data and html code contained in this website belong to the Picture Factory (Sudbury Jones Ltd). Reproduction, adaptation or modification of all or any part of this website is strictly prohibited.