Why not treat someone special to a Picture Proud Gift Card? You can select the amount you would like and have it sent directly to them with a special message for them. They can then spend it on our website as they want.
Returns and Exchanges
There are a few important things to keep in mind when returning a product you purchased.You can return unwanted items by post within 7 working days of receipt of your goods.
EVERYTHING YOU NEED TO KNOW ABOUT DELIVERY…
HOW MUCH DO YOU CHARGE FOR DELIVERY?
Once you have chosen the items you require and drop them in your shopping basket, the postage & packing price will be displayed. It does vary for each product depending on the size & weight of a product.
Picture Proud absorbs some of the delivery cost, we don’t make money from delivery charges.
CAN I COLLECT MY ORDER?
Yes, you can collect directly from our showroom. We have free parking and a cup of tea or coffee while you browse.
At the checkout you can choose to have your item delivered, or if you prefer it, you can collect your item personally from our beautiful showroom. If you choose to this option we will let you know when your order is ready and arrange a convenient time for you to collect it.
All collections are gift wrapped free of charge.
WHAT ARE YOUR SHOWROOM OPENING HOURS:
Monday – Friday 9am – 5.30pm Plus Evenings & weekends appointments available.
Q: WHERE ARE YOU LOCATED?
Picture Proud is located at The Gift Boutique, Warners Farm, 1 The Courtyard, Nr Chelmsford,
CM3 1BL. Tel: 01245 360317
WHEN CAN I EXPECT MY ITEM TO ARRIVE & HOW IS IT SENT?
All our products are hand made by us here in the UK. Since they are bespoke and personalised just for you, they do take a little time to make, and that’s why we are so unique.
So depending on what item you have ordered the turnaround time can vary. This is just a guide to help you.. We do normally exceed customer’s expectations on delivery times but they can vary depending on the item ordered, availability of stock, if it is a bespoke item or a busy season of year when high traffic may be expected.
*Please note that these are business days (Monday – Friday) based on single product and shipping charges may vary with multiple items.
Train letters & Non personalised items within 2-3 days via Royal Mail £3.95
Placemat & Coasters within 3-5 days via Royal Mail £3.95
Clocks maximum of 14 days via Royal Mail £4.25
Door & Wall Plaques maximum of 14 days via Royal Mail £3.95
Hearts maximum of 14 days via Royal Mail £4.25
Bookends/Height Charts/Keepsake & Memory Boxes* maximum of 14 days via courier £6.95
Chairs/Stools within 14-28 days via courier £9.95
Tables within 14-28 days via courier £19.95
Toy Boxes within14-28 days via courier £19.95
Bedroom Furniture within 4-6 weeks via specialist courier from £20 – £100
*Please note when we use your photos on our products, turnaround times are based on your approval of the design, so the sooner you pass the design the sooner we can get into production for you..
The above are estimates but usually we supply them before this.
IF I NEED FOR A SPECIFIC DATE, WILL YOU BE ABLE TO MEET THIS?
Nine times out of ten we do, however sometimes it’s worth picking the phone up to ask us, so we can confirm that, we do ask for you to order as early as you can.
If a specific date is required then let us know when you place your order and we will always endeavour to accomplish this.
OUR TOP TIP FOR QUICKIE DELIVERY TIMES MET:
Normally each weeks production is scheduled first thing every Monday… those items that we have in stock can potentially be personalised on a Monday & Tuesday so normally those items could possibly be sent that week… That’s our aim… So if we receive your order before Monday then it could potentially go out that week… For example…if you order a clock and we say 14 days for delivery but you place your order on a Saturday or Sunday, we could possibly get it to you that week .
CAN YOU SHIP OUTSIDE THE UK?
Yes we can however all prices quoted on our website for a courier service are for the UK mainland only.
Please contact us for a quote for non UK mainland locations.
There is a price guide at the end of this page for locations outside of the UK mainland and more remote regions. This is just a guide, sometimes we can obtain cheaper rates it does depend on the size of parcel we are sending and to where. Please contact us before ordering.
DO WE PRE-ARRANGE A DELIVERY DAY FOR YOUR ORDER?
On the Larger items, i.e. Large toy box and furniture orders customers are always contacted by one of our team prior to dispatch to arrange a suitable day and check that the delivery will go smoothly as these are heavy items.
However all other items are not pre-arranged, as soon as your Item is ready we will contact you by email to advise you that it has been dispatched.
WHAT COURIERS DO WE USE?
We use the courier services of Interlink Express® one of the UK’s leading time critical services carriers.
ONCE MY ITEM HAS BEEN DESPATCHED, WHAT DO I NEED TO DO?
Your confirmation email from Picture Proud contains important information including the Terms and conditions and delivery details, it is essential that you read this carefully. A tracking number is included and details of how you can track your parcel yourself at any time via the Interlink Express® website…
CAN I TRACK MY PARCEL?
Yes you will get free updates & tracking on courier deliveries via email & text alerts.
When you order if you supply us with an email address or a mobile phone number you will receive additional tracking updates on the day of delivery plus a further update to your email or via text with the exact hourly window of delivery, so there is no need to stay in all day.
Delivery is normally on the next working day after the day we dispatch, however occasionally unforeseen circumstances mean deliveries can take more than one day. Although we cannot guarantee next day delivery in practice 98% of our parcels do indeed arrive the next day. If you would like to have a guaranteed delivery or Saturday delivery, there may be an extra charge, please telephone us prior to ordering to enquire.
ARE YOU PLANNING A HOLIDAY OR COULD NO ONE BE IN TO TAKE THE DELIVERY?
IMPORTANT – If you can’t take delivery or are going to be on holiday…
When you order if you are planning a holiday please do let us know so we can account for this & not despatch your order during that time.
If you receive your confirmation email (or text) and no-one will be present to take delivery of the item please reply to the text, email or telephone to let the courier know your preferred delivery day. They will then pause your delivery and your parcel will be kept safe at the depot until they can deliver it on the new delivery date. Before arranging a new delivery date do consider perhaps asking a neighbour to take it in for you.
CAN THE ITEM BE LEFT IN A GARAGE OR WITH A NEIGHBOUR?
None of our courier parcels can be left somewhere unless an individual will be present to accept delivery and sign for it. You can reply to your text or email update giving such instructions for the item to be left with perhaps a neighbour, but all courier deliveries need to be signed for.
WHAT HAPPENS IF I MISS THE DELIVERY SLOT?
If you do happen to miss the delivery a card will be left prompting you to contact your local Interlink Express® depot to arrange an alternative delivery day.
DO I INCUR ANY ADDITIONAL SHIPPING CHARGES IF I MISS THE COURIER DELIVERY?
Two attempts to deliver will be made by Interlink Express.
If no-one is there to take delivery after two attempts and the parcel does have to be returned to us there will be an additional shipping charge to re-send the parcel back out to you.
WHEN AN ITEM IS SENT VIA ROYAL MAIL, CAN IT BE TRACKED?
Deliveries made via Royal Mail are not tracked; we retain a copy of proof of postage only.
On those occasions when an item has not been delivered or has been delayed Royal Mail does not provide information for 14 days from date of dispatch.
It is very rare that an item does not arrive, but this does happen sometimes especially due to high seasonal traffic throughout the year.
CAN I PAY EXTRA TO TRACK A SMALLER ITEM THAT NORMALLY GOES VIA ROYAL MAIL?
Yes you can. If you would like to track your item on smaller products than we would suggest you opt for the courier service, which will incur an additional charge, please telephone us prior to ordering.
WHAT HAPPENS IF MY ROYAL MAIL PARCEL HASN’T ARRIVED?
Please note sometimes if a parcel has not arrived it may be, for instance, because the letterbox is not large enough. Sometimes the item has been returned to your local depot and Royal Mail has neglected to leave a card to alert you to this. We would always advise in the first instance you contact Royal Mail to find out if this is the case.
WHY DO I HAVE TO PAY FOR DELIVERY?
Each customer’s order will have a delivery charge based on the size & weight of the product and the number of items per single delivery address. Our delivery costs include any bespoke packaging we use to ensure your items arrive without damage when despatched.
ADDITIONAL SHIPPING CHARGES
Remote location postcodes – price on application sent via our specialist couriers.
Additional charges are incurred for deliveries outside the UK mainland.
(Excluding large toy boxes & furniture)
Scottish Highlands & Islands
Northern Ireland –£19.95 – 29.95 as a guide
Southern Ireland – We will need to get a quote for you depending on the item you wish to order.
WHEN ORDERING BEDROOM FURNITURE & SUITES WHAT TYPE OF SERVICE IS AVAILABLE?
Delivery of your bedroom furniture will be to the ground floor of your property. You will need a capable person there to assist in the lifting of the heavier items from the van to your door (e.g. wardrobe) as this is a one person delivery service. If you would like to have a two-person delivery service with the item delivered to the bedroom, please contact us prior to ordering so we can understand your requirements and give you a quote.
CAN WE SHIP OVERSEAS?
We can ship to most countries and are happy to get the cheapest quote we can for you, depending on the weight & size of the box.
Some smaller items can go via Royal Mail. We will always find you the cheapest method & only charge you what we are charged ourselves. We do not profit from our packaging & delivery costs. Please email or telephone us to place your order for these areas. Tel: 01245 360317.
Please ensure you have read our Terms & Conditions prior to ordering with reference to damages and returns.
- You have 14 calendar days to return an item from the date you received it.
- Only items that have been purchased directly from Us.
- Please ensure that the item you are returning is repackaged with all elements.