Royal Images Deliveries & Returns
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Tel: +44 (0)33 33 44 55 98
Email: info@royalimages.co.uk

DELIVERY AND RETURNS POLICY FOR ANNIVERSARY FRAMES:

ANNIVERSARY FRAMES DELIVERY:
Expect Anniversary Frame deliveries within 5 working days.
Please always allow extra time for the following - bank holidays, International or Highlands and Islands.
However, 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.  If you are ordering outside mainland UK, (this includes Ireland, and some addresses in the Highlands and Islands around the UK) please allow an additional 2-3 working days all of our parcels are sent using the Parcel Force 24 hour service but this can take longer and is out of our control

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 fee), Northern Ireland post codes starting with BT normally carry an additional delivery 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 your order number. Your refund will be repaid within 2 working 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 ensure that you take out enough postal insurance to cover the value of the item being returned if you are organising the return of the frame. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty, misleading or if they are not as per our description.

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 excluding delivery and packaging.

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.

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, we will not be able to issue any amount of 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 –

Royal Images
8 Stirling Way
Papworth Business Park
Papworth Everard
CAMBRIDGE
CB23 3GY

. When you do send the frame back to us we would strongly recommend that you take out insurance for the amount of £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 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 we 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 attempts 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 convenient 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.