Damages

DAMAGES
If for any reason your order arrives damaged then you must let us know within 48 hours of receipt by emailing us at hello@picturegalleryuk.com and include all the information requested below.

We cannot be liable for any damage that occurs after the goods have been checked and accepted. All damages must be reported within a 48-hour period to allow us to claim off our courier.

We will need photographic evidence of the damage and a few photos of the box and shipping label to allow us to claim off our courier. Even if the box appears to be intact, we still need photos of the box to allow us to claim. Once we receive photos of the damage, we will replace your order to the same specifications as your original order, or replace the damaged parts such as the acrylic glazing, or the frame.

Please email the following photographic evidence:
1. Photos of any damage to the frame or other parts.
2. Photos of the box showing any damage to the box.
3. A close-up photo of the shipping label on the box.
4. Include any other information relevant to the claim.

Please rest assured that we would never knowingly send out a damaged frame. All items are carefully packed and checked before dispatch. However, even when the outer box appears intact, damage can unfortunately still occur in transit — whether at the depot, poor stacking during transport, or careless handling by the driver.

In line with our policy, we do not offer refunds for transit damage. Instead, we are happy to replace either the entire item or any specific damaged components, such as the frame rim, glazing, or mount. This allows us to resolve issues promptly and fairly, while also reducing unnecessary waste.

We’re committed to ensuring every frame reaches our customers in perfect condition, and we’ll always do our best to put things right if damage occurs during delivery.