Carefully designed, carefully delivered.

1. Production lead time

Because each frame is bespoke, we need 3–5 working days to design, print, frame and quality-check your order before it ships. Larger sizes and multi-piece sets may take up to 7 working days. You'll receive an email with tracking as soon as it leaves the studio.

2. Delivery times and costs

• United Kingdom — tracked delivery, 2–4 working days after dispatch. From £4.95.
• Europe — tracked, 5–8 working days after dispatch. Cost calculated at checkout.
• Rest of world — tracked, 8–14 working days after dispatch. Cost calculated at checkout.

Delivery times are estimates and not guaranteed. International orders may be subject to import duties and local taxes, which are the customer's responsibility.

3. Packaging

Each frame is shipped in protective, gift-ready packaging using recycled and recyclable materials wherever possible, and dispatched by trusted couriers (Royal Mail, DPD, Evri or equivalent).

4. Personalised goods and your right to cancel

Because every Hero Frame is bespoke and made to your specification, your statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply (regulation 28(1)(b)). This does not affect your statutory rights for faulty, damaged or misdescribed goods.

If you spot a mistake (wrong spelling, wrong colour, wrong size), email hello@heroframe.co within 2 hours of ordering and we'll do our best to amend before production begins. Once production has started we may not be able to change the order.

5. Damaged or faulty items

Under the Consumer Rights Act 2015 your order must be of satisfactory quality, fit for purpose and as described. If it isn't:

• Contact us within 14 days of delivery at hello@heroframe.co with your order number and clear photos of the issue and the packaging.
• We will repair, replace or refund the item free of charge, in line with your statutory rights.
• For damage caused in transit, please keep the original packaging until we've assessed the claim.

6. Our perfect-gift guarantee

If your Hero Frame arrives and you genuinely feel the artwork doesn't do the moment justice, get in touch within 14 days of delivery. We will redesign it, reprint it or offer a fair resolution. This guarantee is in addition to your statutory rights and is offered at our discretion for the original recipient of the order.

7. Order not arrived?

If your tracking has stalled or the estimated delivery window has passed, contact us and we'll investigate with the courier. We treat an order as lost only after the carrier's own investigation period (usually 10 working days for UK, 21 for international). After that, we'll replace or refund.

8. Refunds

Where a refund is due, we issue it to the original payment method within 14 days of agreeing it (and usually within 3–5 working days). Your bank may take a further few days to show the refund.

9. How to contact us

Email hello@heroframe.co with your order number and a clear description of the issue. See our full Terms & Conditions and Privacy Policy for the legal detail.