What happens if I want to amend or cancel my order?

Just let us know by telephone or email as soon as possible. While we will always try, our framed records and sheet music are custom-made with the specific record or song that you have chosen so it is unlikely we will be able to change your order once we have begun work on it.

For the same reason, we cannot cancel your order or issue a refund after we have begun putting your framed record together.

What if the record I want framed is rare and/or particularly expensive?

We are usually able to supply our framed records at our standard prices. Sometimes however a record is hard to find and so very expensive for us to obtain. In this situation we may need to charge more than the standard price quoted. However we will contact you straightaway before starting work on your framed record; if you are not happy with the price and you have already paid for your order then we will happily offer a full and immediate refund. We cannot issue a refund after we have begun work putting the framed record together however.

In the unlikely event that we cannot obtain the record at all then we will of course issue a full refund.

What if the sheet music I want framed is unavailable?

This is rare as most published songs are available from official publishers. If we cannot obtain the sheet music from an official supplier then we will issue a full refund.

Is delivery included in the price?

The cost of delivery is included for most mainland UK addresses.

There is an additional charge for deliveries to the Isle of Wight, Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Isles of Scilly, the Channel Islands, the Republic of Ireland and all other overseas addresses.

You can click here to check if this applies to your delivery address.

Any local sales taxes, customs duties and courier handling charges are included in the extra costs shown for non-UK addresses, including EU member states.

What happens if I do not receive my framed record or sheet music by the date I requested?

When you order your framed record or sheet music, we will ask you for your required delivery date (for example, in time for a wedding, birthday, anniversary or leaving party). Typically, we dispatch orders including framed records using Parcelforce Express 24 within days of receiving payment - days for sheet music framed on its own. If this is not fast enough then please let us know and we will do our best to find a way to meet your requirements.

However, we are not able to guarantee without fail that we can meet your required delivery date, unless it is 30 days or more after the date you confirm and place your order (in line with UK Distance Selling Regulations). This is because your framed record is put together to meet your specific requirements and the record itself obtained from one of our regular and reliable suppliers. We also depend on our shipping supplier (Parcelforce or one of its international partners) to meet its guaranteed delivery times.

But we will always do everything within our control to meet your required delivery date and will certainly give you plenty of warning if we expect this to be a problem. In such a situation we would be happy to accept a cancellation and offer a full refund unless we have begun making the framed record or sheet music. Because your order is custom-made to your own specification, we cannot cancel your order or issue a refund after we have begun work on it however.

Will I need to be home to sign for delivery of my order?

Yes, the delivery will need to be accepted and signed for; if no-one is available to accept delivery then it will be your responsibility to contact the courier company and arrange for re-delivery or collect from your local depot or post office. If a package remains uncollected after a certain number of days, the local courier company may return the package to us. If this happens then we would pass on any re-delivery costs to you so it is important that you let us know if you are going to be away.

We will send you an email with your tracking number and planned delivery date after we have shipped your order, at least one day before delivery. We will ship the framed record or sheet music to you as soon as we can, which could be before or after your requested delivery date. Please do tell us if you are away on holiday near this date, or for any extended period, so we can plan the shipping date accordingly.

UK customers only: Parcelforce should send you an email or text message on the day of delivery, if you have given us these contact details. If you're unlikely to be in to sign for delivery then you can contact Parcelforce to re-arrange the day or place of delivery (e.g. with a neighbour or the nearest post office). If you have not done this and are out when Parcelforce attempt delivery then they will usually leave your package with the nearest post office. Most post offices will hold packages for at least one week after which time they may return the package to us here. If this happens then we would pass on any re-delivery costs to you so it is important that you let us know if you are going to be away.

What is your returns policy?

Unless your framed record or sheet music is damaged in any way, we cannot offer a refund or guarantee that we will accept returned items. This is because each framed record or sheet music is custom-made to your specific requirements.

What happens if the framed record or sheet music is damaged when I receive it?

We pack our framed records and sheet music with great care using sturdy cardboard packaging especially designed for picture frames so breakage is rare (click here to see an example). If this does happen we will of course replace the glass as a matter of urgency. All we ask is that you let us know in writing by letter or email including a picture of the damaged item to demonstrate what has happened.

What happens if the frame is lost in the post?

We use Parcelforce to dispatch all our orders in the UK which allows us and you to track an item. We have worked with Parcelforce for over 10 years and found them to be very reliable and the drivers and local depot staff to be extremely helpful.

We also use tracking services for all deliveries outside the UK. (For example, we use GLS in the Republic of Ireland and USPS in the USA.) It has yet to happen, but in the unlikely event that the item does become "lost in the post" we would of course offer a full refund.

Can the record be removed from the frame and be played?

The vinyl record or CD will be firmly secured to the mount board and is not designed to be removed easily for playing.