|Returns & Refunds Policy
Royal Images has been Custodians of the Official Royal Image library for HM The Queen and HRH The Duke of Edinburgh since 1983.
Royal Images are responsible for both the formal and informal photographs of both HM The Queen and HRH The Duke of Edinburgh. It is our role to see that the images are available to everybody including members of the public, companies, groups, organisations, charities and for commercial gain projects. We will do everything possible to help you get the image you require and if it is for a project then we will do whatever we can to help you.
The difference between an Official image and an unofficial image is relatively easy as a formal sitting shows both The Queen wearing a tiara, garter sash & star with the family orders and The Duke of Edinburgh wearing a uniform also with the garter sash & star with the family orders. There are also some Official informal photographs of both HM The Queen and HRH The Duke of Edinburgh that are also available but we will be releasing these at a later date.
Since 1983, Royal Images have been involved in many projects including Royal weddings, The Queens Golden Jubilee, The Queens 80th birthday, and numerous charity and commercial gain projects.
If you should have any questions or if you feel that we can help you in any way then please do not hesitate to contact us. you can either send us an email, phone or submit our enquiry form to us. If possible, in the first instance, we would prefer if you would be kind enough to submit an enquiry form so that when we do get to speak to you we will have some background information and then follow it up with a follow up phone call.
We accept Visa and MasterCard. If you do not wish to pay online, you may supply us with your card information via phone, fax or by post.
If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency. Also, once we receive your order will contact you to advise you as to any additional fees that you may incur due to International courier charges levied.
We accept card payments from all over the world and therefore we must point out that any disputes are to be disputed under UK Law and should any court action be necessary then it is to be carried out in a court local to Royal Images offices only.
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
Making A Purchase
Please remember, Royal Images are here to help you to obtain, use or promote images of various members of the Royal Family so if you have any questions then please do not hesitate to contact us.
If you have made a mistake in your order and cannot correct it in the shopping cart or you have already submitted your order then please contact us as soon as possible and if it is possible to correct the error we will do our utmost to help.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we have taken your payment and confirmed the order by return email. We have included this term to protect us in the case that a mistake has been made in pricing, or if you have ordered an item which you do not have the authority to do so, we have inadvertently under-priced goods, or we are no longer able to supply a particular item for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling / NON UK MAINLAND DELIVERIES:
All mainland UK shipping fees are included in our prices and unless you are based in some parts of the Scottish Isles, Northern Ireland or some other remote parts of the UK then there is a chance that Parcel Force or any other courier firm will make an additional charge for delivery.
Please contact us in advance of placing your order with your full postal address (please do not supply a PO Box number). Some International orders are extremely expensive so to save disappointment please do not place your order and then ask how much it cost to deliver to you.
DELIVERY AND RETURNS POLICY FOR ANNIVERSARY FRAMES:
ANNIVERSARY FRAMES DELIVERY:
If you order and pay for your Anniversary frame online then you should receive your order within 3 working days but if you make your payment by cheque then please allow approximately 10-14 days for delivery as we have to allow enough time for the cheque to clear from the time that the cheque has been received by us.
IMPORTANT NOTICE, PLEASE READ:
Price includes delivery to any UK Mainland address only and does not include some locations in Scotland such as the Highlands (these addresses carry an additional £5), Ireland (generally, post codes starting with BT normally carry an additional charge of £10). If you live outside of the Mainland UK please contact us for a quote.
ANNIVERSARY FRAMES RETURNS POLICY:
You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery if the goods are damaged on arrival. You must do this by contacting us via email or in writing and quoting the invoice number. Your refund will be repaid within 30 days once we have agreed to refund the money in writing. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover the value of the item being returned. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.
If the Anniversary Card from HM The Queen has been cancelled:
If you have ordered an anniversary frame but the delivery of the card has been cancelled by Buckingham Palace, then you must contact Royal Images within 21 days for a refund excluding P&P. If a cancellation request is made for a refund under these conditions we will ask the anniversary section for confirmation of the cancellation and once this has been confirmed and so long as the frame is not damaged in anyway once it has been received by us then we will issue a refund.
If you have changed your mind and no longer want the frame:
If you wish to return the frame to us for a refund under any other condition then your wish to return the frame to us must be brought to our attention within 7 days from the date of you receiving the parcel (as all of our deliveries are sent out on a next working day service it will be from this date as this will show that the parcel left us on a certain date and arrived with you on a certain date.
Please note: We are unable to issue a full refund as we are unable to reclaim the costs of certain elements or reuse them again such as the packaging and the delivery charge. Therefore, the amount that we will be able to issue as a refund is £47.00. There are a few options open to you with regards to returning the frame but whichever method you choose we would strongly recommend that you use the packaging that the frame was sent to you in as this has been specially made for this item. If the frame is returned using any other type of packaging then there is a very high chance that the glass can be broken whilst in transit and the actual frame also getting damaged as a result. If this was to happen then we will not be able to issue a refund as the frame must arrive back to us in a resalable condition.
Your options are -
You send the parcel back to us:
Our returns address is –
8 Stirling Way
Papworth Business Park
When you do send this back to us we would strongly recommend that you take out insurance for the amount of at least £50 to cover the cost of the frame should it be damaged in transit. Once the frame has been received by us we will issue a refund for £47 back to your card or PayPal account. If you made the original payment by cheque then we will send you a cheque by return post upon receipt of the frame.
We arrange collection from you:
If you wish us to arrange for the collection of the parcel by Parcel Force then we can send you a returns label via email and the charge for this will be £7.00. This is the amount that we get charged by the courier (Parcel Force) and I would like to point out that we never add any surcharges to any of our fees as we are happy to pass on our discount to our customers. If you would like us to send you a returns label then please let me know and we will email you the label as an attachment. You will need to print the label out and stick it firmly to the box making sure it cannot come off or rip and this will then mean that the amount of the refund will then be reduced to £40.00 (£47 less £7 for returns courier).
If you want us to arrange the collection of the parcel then we will need to know where the driver can collect it from during the day so you may prefer to use your work address or a neighbours address. Sadly, if the driver attemps to collect the parcel from the address supplied on the date agreed but is unable to collect the parcel then they do make a charge for this which again, we will have to pass onto you by way of us deducting it from the amount that we will be refunding. Normally, there is no problem with parcels being collected as we agree a convienient date with you for the parcel to be collected (we cannot give a time that it will be collected just a day excluding Saturday and Sunday).
Arranging collection from a Local Main Post Office:
Finally, we can send you a returns label as above, you can stick it on the box and take this to your local main post office who will hold onto it for the Parcel Force driver to collect from them. There is no additional charge made by the Post Office for this service (the Parcel Force charge of £7 for the collection still applies) but we would need to be notified in advance of sending you the label that this is what you wish to do as we need to tell Parcel Force that they do not need to collect from your address.
DELIVERY INFORMATION FOR PHOTOGRAPHIC PRINTS AND FRAMED PHOTOGRAPHIC PRINTS.
Please note, all prices shown on this web site include delivery to any UK address except for northern ireland, parts of the Highlands and the Scottish Isles etc. For Non UK Mainland orders please contact us for up to date postage fees. For further information, please contact us.
Royal Images do not disclose any information to third parties other than The Royal Households when required to do so or when order details are processed as part of the order fulfilment.
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.