Delivery & Returns
Making & dispatch
Every frame is made to order to your chosen specification. We aim to dispatch within 3–5 working days of your order being confirmed. You'll receive an order confirmation by email, and a dispatch email with tracking once your parcel is on its way.
Delivery
We deliver across the United Kingdom, and delivery is free. Orders typically arrive 2–4 working days after dispatch. Your frame arrives ready to hang, with fixings fitted, in protective, recyclable packaging.
Our 30-day guarantee
We want you to love your frame. If you're not happy with it, contact us within 30 days of delivery at [email protected] and we'll put it right — a replacement or a refund. This voluntary guarantee is in addition to, and does not affect, your legal rights.
Damaged or faulty items
If your order arrives damaged, faulty, or not as described, contact us with a photo and we'll arrange a free replacement or a refund. This is in addition to your rights under the Consumer Rights Act 2015.
Cancellations & change of mind
Because each frame is personalised to your picture and made to order, it is exempt from the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once production has begun. If you spot a mistake, contact us straight away — if we haven't started making your order we'll do our best to amend or cancel it. This does not affect your rights in respect of faulty, damaged or misdescribed goods.
Terms of Sale
1. Who we are
This site is operated by Jatinder Singh, trading as Emblem Frames ("we", "us"), a sole trader based at 60 Tottenham Court Road, Office 1752, Fitzrovia, London W1T 2EW. You can contact us at [email protected].
2. Ordering
By placing an order you offer to buy the product configured on screen. A contract is formed when we send you an order confirmation email. We may decline or cancel an order — for example if we cannot fulfil it, if the price was clearly wrong, or if the image supplied is unsuitable or prohibited under clause 3 — in which case we'll refund any payment taken in full.
3. Your uploaded image
You confirm that you own the rights to any image you upload, or have permission to have it printed and framed, and that it does not infringe anyone's intellectual property, privacy or other rights, and is not unlawful, obscene, or otherwise prohibited. You agree to indemnify us against any claim arising from an image you supply. You retain ownership of your image and grant us a limited licence to use it solely to produce and fulfil your order. We do not sell, publish, or reuse your images, and we do not use them to train AI models. We may refuse to print any image at our discretion.
4. Prices & payment
Prices are shown in pounds sterling and are the total amount you pay, inclusive of VAT where applicable. Any discount shown is applied to the standard price. Payment is taken securely at checkout by our payment provider, Stripe; we never see or store your card details. Payment is taken at the time of order because production begins on confirmation.
5. Production, delivery & cancellation
Products are made to order. Dispatch and delivery timescales, our guarantee, and your cancellation and returns rights are set out in our Delivery & Returns policy, which forms part of these terms.
6. Faulty goods & liability
We stand behind the quality of our work. If goods are faulty, damaged or not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or any liability that cannot be excluded by law. Subject to that, we are not liable for losses that were not reasonably foreseeable, and our total liability for an order will not exceed the price paid for it.
7. Governing law
These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.
Privacy Policy
Emblem Frames (Jatinder Singh, sole trader), 60 Tottenham Court Road, Office 1752, Fitzrovia, London W1T 2EW, is the data controller for the personal data you provide. Contact: [email protected].
What we collect
- Your name, email address, delivery address and, if you provide it, your phone number — to process, deliver and support your order.
- The image you upload — to design your framing and produce your order.
- Payment information, handled directly by Stripe — we don't see or store card numbers.
- Cookies and advertising/analytics identifiers, as described under "Cookies & advertising" below.
How we use it & our lawful basis
We use your data to fulfil your order and send order and dispatch emails (performance of a contract), to meet accounting and legal obligations (legal obligation), and — for advertising and analytics cookies — on the basis of your consent, which you can withdraw at any time.
Who we share it with
We share only what's necessary with trusted processors: Stripe (payment processing), Prodigi (printing, framing and shipping your order, including your delivery details and artwork), Cloudflare R2 (secure, private storage of your uploaded image), Anthropic (an AI provider that processes your uploaded image to generate the framing recommendation; not used to train models), Resend (sending your order emails), and Netlify (website hosting). We also use Meta and TikTok advertising tools (see below). Some providers are based outside the UK; where that's the case, transfers are protected by appropriate safeguards such as the UK International Data Transfer Agreement or equivalent. We never sell your data.
Cookies & advertising
We use the Meta (Facebook) and TikTok advertising pixels to measure the performance of our ads and to understand which visits lead to orders. These set cookies and share limited event data (such as page views and purchases) with those platforms. These are used with your consent; you can decline or withdraw consent, and you can also control cookies through your browser settings and opt out of personalised advertising via Meta and TikTok directly.
Retention
We keep order records for as long as needed to fulfil your order and to meet accounting and legal requirements (generally up to 6 years for tax records). Your uploaded image is stored privately and automatically deleted within 30 days of your order, which is long enough to produce it and handle any reprint or query.
Your rights
Under UK GDPR you can request access to, correction of, or deletion of your data, object to or restrict processing, or request portability. Email [email protected] and we'll respond within one month. You can also complain to the Information Commissioner's Office (ico.org.uk).