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If you have a question that is not listed here please email me.
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Cancelling an order
Email/address information
Ordering other than through paypal
Returns/Refunds
Shipping outside the UK.
Items ordered with glass
Incorrect or wrong shipping address.
Do you sell third party products
Postage refunds
PDF Download delivery time
Frames & Kits delivery time
Downloads - Limitation of use.
Paypal registration
Credit/debit cards
Re-sizing images
How do I decide which size frame I want?
How to size mounts
Shipping times
Q: Cancelling an order
What happens if I want cancel my order?
A:
If you wish to cancel an order before despatch a 10% re-stocking fee will be deducted prior to refund.
Please read FAQ for returns/refunds after despatch.
If we cancel an order a full refund will be made.
Q: Email/address information
Do you sell email, address, phone numbers.
A:
No. I beleive this information is private and I would never give/sell this information.
I will only use this information to deliver goods or query an order.
Q: Ordering other than through paypal
Do you accept orders over the phone or via email?
A:
Yes. I will accept postal orders in sterling if you do not have a credit or debit card. Paypal is a safe and secure method of payment with buyer protection.
You do not have to have a Paypal account to make payments, nor do you have to set up an account, ignore login and proceed as normal.
Q: Returns/Refunds
When I recieve a product(s) can I return it/them?
A:
If the product is faulty we will refund/exchange an item(s), we must be notified by email/phone within 3 days of receipt and goods must returned within 7 days of receipt. (Excludes damage to glass).
As all frames/mounts are made to order no refunds are given, this is because there has been a spate of orders where the customer has measured the pictures/objects incorrectly. So please double check your measurements before placing an order.
For unwanted goods we will refund/exchange excluding shipping & packing costs, also applies to goods that have shipping included with price, shipping costs will be deducted. A 10% re-stocking fee will also be deducted.
All items must be returned within 7 days of receipt and in good condition. You would be responsible for cost of return(s). This excludes frames.
No refunds will be given for downloads once sent.
No refunds will be given for CD's. Faulty CD's will be replaced once they have been returned, postage costs will be refunded.
When returning items please ensure you return using recorded delivery.
Q: Shipping outside the UK.
Do you ship outside the UK?
A:
Yes.
Choose from drop list where items that have postage & package included or choose region at check-out.
You would be responsible for any taxes that your country may apply to imported goods.
Q: Items ordered with glass
If I order items with glass, what if it gets damaged in transit?
A:
As I have no control over the way parcels are handled by delivery services, Post Office etc. I cannot be held responsible if glass is damaged in transit.
Q: Incorrect or wrong shipping address.
What happens if I put an incorrect address or wrong shipping address.
A:
If you enter an incorrect address or wrong shipping address and the item(s) is/are returned to us you would be responsible for the extra delivery costs. The extra costs would have to be paid before the item(s) is/are re-sent.
Q: Do you sell third party products
Do I buy third party products from Alison' 3d Decoupage & Frame Shop?
A:
No. All third party product sales are strictly between you and the seller.
Q: Postage refunds
If I order an item(s) with postage included in the price and I also order other items where the postage is added at check-out will you give me a refund?
A:
Yes.
As long as the items are going to the same address I will either give a full or partial refund.
Q: PDF Download delivery time
How long after payment will I receive the download links?
A:
The links will be sent usually within 2 hours, but this may be longer at busy times.
Emails with download links will come from a file hosting service, click the link to each file and 'save to' your hard drive.
No images are attached to the emails.
You do not have to download all of the images immediately, but please ensure you have downloaded within 2 days as the as the links will automatically turn off.
Q: Frames & Kits delivery time
How long does it take to send out frames or kits?
A:
As frames and kits are made to order (due to the choice of frame moulding) it normally takes 3 to 4 working days approx. from ordering to posting (may be longer during busy times). If it it is a rush order please contact me and we may be able to push it through sooner.
Q: Downloads - Limitation of use.
Can I sell products that I make with the downloads?
A:
Terms of use.
Yes, you are permitted to sell any products that you make using the downloads for charity or profit.
You are not permitted to sell the downloads 'as is'.
You are not permitted to upload the images to any website or any web page for sharing or to sell for profit or charity.
If you do not agree with the terms of use do not purchase.
Q: Paypal registration
Do I have to have a Paypal account to be able to purchase goods?
A:
No, you do not have to have a Paypal account, nor do you have to set up an account. When you arrive at the paypal site ignore the login on the right hand side, click the 'CONTINUE" link near the credit/debit card logos. Add your details as normal. Paypal allows users to take advantage of their secure servers for financial transactions.
Q: Credit/debit cards
Do you collect/store credit/debit card information?
A:
No, This site does not collect Debit/Credit Card details.
All Debit/Credit card transactions are taken through Paypal's Secure Server.
I never collect or receive sensitive information.
Which means you can shop securely.
Q: Re-sizing images
Can I adjust the images?
A:
If you have a graphics program you put the images in and make any adjustments the program will allow, re-sizing, colour etc.
If you are using porous card the ink will 'bleed', try using cheap photographic paper you can get from the supermarkets, then layer on to card.
When printing backing papers in the 'Print dialogue box' check the 'Print borderless' box, this will get rid of the white edge.
Q: How do I decide which size frame I want?
How do I decide which size frame I want?
A:
If the frame is for a picture, carefully measure your picture, round up to the nearest half inch or full inch and then add 2 inches, this allows for a decent size mount surround so the picture doesn't look as though it has been squashed in.
If for a 3D object, same as above for height and width, this time carefully measure across the object and allow a minimum of 1/4 inch gap behind the glass when deciding how deep a box you want.
All measurements apply to the actual opening in the frame. The width of the frame moulding is ignored.
If you are still unsure please do not hesitate to contact me.
Q: How to size mounts
How do I decide what size mount I want?
A:
Measure the exact size of your picture and the exact size of your frame between the rebates.
I will then deduct 2mm from the outside measurement so the mount fits comfortably inside the frame and I will add 2mm to the aperture size so no edges are seen.
No refunds/returns for incorrectly sized mounts, please double check your measurements.
Q: Shipping times
How long will it take to ship goods?
A:
We normally aim to ship goods next working day, if in stock, but this does depend on size and type of order as all frames are made to order. So an allowance of 28 days must be made.
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