Frequently asked questions

Q. Who are The Picture Gallery?

A. The Picture Gallery is a family run picture framing and printing business based in Bedford, Bedfordshire.

Q. How long have you been trading?

A. We have been trading for 30 years in Bedford. We have a factory and a retail shop in Bedford and also trade online. We also have a photographic studio in Bedford above our retail shop.

Q. How can I contact you if I have a question before placing my order?

A. If you cannot find the answer to your questions on this page then you can ring us on 01234 360030 anytime between 9am and 5-30pm Monday to Friday, or email us at:

Q. Are your prices competitive?

A. Yes, our prices are VERY competitive, most of our prices work out at between 5 - 10% less than our competitors, and sometimes as much as 30% less on a like for like basis.

Q. How long will it take for my order to arrive?

A. We aim to dispatch all orders within 2-4 working days. For more information please go to our delivery and dispatch information page.

Q. Do your prices include VAT?

A. Yes all our prices include VAT so there are no nasty shocks when you get to the checkout!

Q. What are your carriage charges?

A. Please see our delivery information page for up to date prices.

Q. Why don't you offer free delivery service?

A. We don't offer a free delivery service because there isn't a courier company in the UK (or the World) that we know of that deliver parcels free of charge! Therefore you will find that any company that offer "Free Carriage" have built the price of the carriage into the price of your frame. So, if you order 2 frames you will be paying for the carriage twice, and if you order 3 frames you will be paying for carriage 3 times over! If you order from us you will only pay a fixed amount of £7.95 to any UK mainland address no matter how many frames you order which we think is a much fairer way of doing business.

Q. Why do you charge more to deliver to some parts of the Scottish Highlands and Islands?

A.  Our courier charge us more to deliver to some parts of the Scottish Highlands, and all of the Scottish Islands. This is mainly due to the distance from Bedford where we are based, to the final destination. We do not make any profit out of our carriage charges. Unfortunately we have to pass the cost of the carriage onto our customers otherwise we would be running at a loss which isn't an option for obvious reasons. 

Q. Can I collect my order?

A. Yes you can collect your order from our factory in Bedford, or our shop at 13 High Street, Bedford. If you would like to collect then we can fit your frame with glass instead of acrylic glazing . Please choose collect from the workshop in London Road, or collect from 13 High Street, Bedford when you go through the shopping cart options. Collection in person is carriage free.

Q. Where do you deliver?

A. Please see our delivery information page for the destinations we can delivery to and relevant prices according to postcode areas.

Q. What is your returns policy?

A. Every frame/mount/canvas print etc. we make is made to your specification therefore we cannot offer a refund on any correctly supplied items. This complies with the UK's distance selling regulations for goods made to order.

Q. What if my item arrives damaged?

A. In the unlikely event your item arrives damaged you need to inform us within 48 hours making sure you retain all packaging. Please call us on 01234 360030 so we can discuss the problem with you. We will require photographic evidence via email of the damage and photos of the box (even if the box doesn't appear to be damaged) so we can make a claim with our courier. Once we have seen photographic evidence of the goods and the box we will then replace the item/s for you to the exact specifications as your original order.

Q. Are all of the frame mouldings you offer on your site in stock at all times?

A. Unfortunately not. You will notice when browsing through our frame choices that all our mouldings have the stock availability shown underneath the moulding this is updated every 30 minutes. If a moulding is out of stock this will be indicated in red with a date of when the moulding is due back in stock with our supplier. You are still able to order the out of stock mouldings but you must be aware that we cannot dispatch your order until the moulding is back in stock. In the unlikely event we cannot supply the frame moulding you have ordered we will offer you the nearest alternative, or a refund.

Q. What if I place an order, then change my mind?

A. If we have not started on your order then we will offer a refund. If your order has already been made to your specifications then we cannot offer a refund.

Q. What is a mount?

A.  A mount (or mat) is a piece of coloured mount board normally about 4-5cm wide that sits around your photo/picture/artwork to enhance you work. It also keeps your work away from the glazing.

Q. What do you mean by "aperture size"?

A. The aperture is the size of the cut-out or hole in the middle of the mount, or mat.

Q. What type of mount board do you use?

A. We use Arqadia whitecore, acid free, mount board.

Q. How do I measure my work to make sure I order the correct size mount, and or, frame?

A. On each application in our design studio there is a help button which is relevant to each step of the ordering process. Here you will find all the information you need to make sure you measure your work correctly. You can also visit our measuring advice page for more help if required.

Q. Are all of your frames made of wood?

A. All of the frames offered in the design studio are made of wood or aluminium. Our standard size ready made frames in our online shop are all made from polcore which is a man made picture frame moulding

Q. I notice you don't offer glass, only acrylic glazing, for items sent out by courier, why is that?

A. No matter how well we pack your goods glass does not travel very well and our courier will not insure us against glass, therefore we use acrylic glazing for the reasons given.

Q. How do you clean acrylic glazing?

A. With a soft dry cloth.

Q. I have received my frame but the acrylic appears scratched, why is that?

A. When we supply your frame the acrylic has a protective film on BOTH SIDES which is usually a blue film, you need to remove this on BOTH SIDES before assembling your artwork in the frame.

Q. Some of your prices for bespoke frames are cheaper online than they are in your shop. Why is this?

A. It's normally cheaper as you "do it yourself", therefore we save on staff costs of time taken offering a one-to-one service and we pass those savings on to you.

Q. What type of canvas do you supply?

A. We use Fuji 340gsm artist white 100% cotton canvas. All our canvas wraps are neatly finished off on the back and fitted with hanging fixings. We never use cheap polyester canvas.

Q. What type of printer do you use?

A. We use an Epson 9900 printer using genuine Epson UV inks guaranteed to last 75 years in colour and over 100 years in black & white.

Q. Are you able to offer other frames than those available on your website?

A. We deal with all of the main frame moulding suppliers in the UK, so if there is a frame you are trying to match, or if there is a particular frame you would like but cannot see on our website then please contact us and we will do all we can to help you.