All orders to mainland United Kingdom are delivered free of charge via Royal Mail 2nd class delivery. If you want your item delivered 1st Class then this option is available at checkout for an additional charge of £4.00 (1-2 framed prints) £8.00 (3-4 framed prints).
I use Royal Mail for all deliveries. Their guidelines for postal delivery times are:
- 2nd Class (2-3 working days)
- 1st Class (1 working day)
The above times come into effect after your order has been dispatched. Please allow 2 working days from when you made your purchase for your item to be made, packaged and ready for postage. Thereafter the timescale is in the hands of Royal Mail and the postage you selected at checkout. So, for example, if you order on a Monday your order will be made, packaged and posted by no later than Wednesday and will arrive 2-3 working days therafter (free delivery) or 1 working day (1st class).
How do I personalise my order?
If your order requires any form of personalisation or relaying of further information then this is done after purchase. Upon payment from PayPal you will be redirected back to a 'confirmation' page on the Fox website. Not only will it outline your order but there is a very quick and easy form on that page which takes about 30 seconds to complete. Press submit and I will then send you a confirmation email outlining your entire order. If for any reason you click off this page accidentally then don't panic and just drop a quick email at firstname.lastname@example.org or via the contact page on the website with your details. I do also like to personally reply to every order rather than the usual automated response. I do try to respond as quickly as humanly possible but sometimes during busy periods this will be slightly longer.
Can I purchase the 'Print Only'?
Yes. For both UK and Non-UK customers. I do not deliver framed prints outside of the UK. However, you can purchase a 'print-only' version which will be e-mailed to you. You will be responsible for printing and sourcing a suitable frame. This also saves overseas buyers postage costs as well as the actual cost of the print being cheaper than the framed and posted version. This also applies to customers within the UK who might prefer the 'print-only' option to save money or if you already have a frame needing a use. You can purchase the 'print-only' in A4 or A2 format.
What size are the prints / frames?
If you are purchasing a framed version (posted to you) then the print size is standard A4 (297mm x 297mm / 21cm x 29.7cm). The actual frame is slightly larger (width: 23.5cm / length: 32.5cm / depth: 3.5cm). All frames have a 2mm float glass front (no acrylic or perspex here!). Frames can be wall mounted or free standing. Available in either white or black.
'Print-only' versions emailed to you come in two sizes: A4 or A2. Some people do ask if it possible for a framed A2 version and at present the frames only fit A4 so if you require the larger A2 size then purchase the 'print-only' option to be emailed to you. In time the option to purchase a framed A2 version may be added.
What if I have a question before ordering?
No problem. Please do not hesitate to contact me prior to ordering. If easier you can contact me with your requirement and when you are happy I can direct you a link to the Fox On The Hill Crafts website.
How can I pay for my order?
All payments are made via PayPal, the world's leading online payment service. PayPal allows you to pay with all major debit and credit cards. Once your payment has been accepted you will be re-directed back to a confirmation page on my website where there is a quick and easy personalisation form to complete. If easier you can e-mail these details.
What if I don't have a PayPal account?
Not a problem. You can 'pay as a guest' when you arrive on the PayPal website. However, please note that PayPal is very wise to the fact that the majority of us use mobile devices to shop online and sometimes won't allow you to pay as a guest if you are using a mobile device unless you sign up for an account. If you use a desktop computer or laptop you should be able to pay as a guest.
I've made a mistake with my order?
If you realise you have made an error with your order please contact me asap as I would be starting to process it very soon thereafter. If you have selected the wrong item or the personalisation details were incorrect then contact me and I can make the necessary edits provided it has not already been dispatched. posted.
Can you create a bespoke item for me not shown on your website?
Creating bespoke items is possible but this is also based on whether it can be done and how busy I am with current orders. Feel free to email with your suggestion and at the very least I can give you an honest opinion on whether it is possible.
I cannot cancel any orders once they have been posted out. I pride myself on rapid dispatch times and will usually start work on your order the same day you make your purchase. If you want to cancel please email me asap and if the item has not yet been posted out then I am only too happy to issue a full refund.
I make sure all items are packaged with extreme care (I am rather OCD with packaging) so that you will receive your item in the exact same condition in which I have dispatched it.
Unfortunately, as the majority of items are bespoke, I am unable to refund or exchange unless your item is physically damaged or there is an obvious mistake on the print. In which case I will offer a replacement item or, if unavailable, an alternative or a full refund. I have had so few breakages but I understand it can sometimes happen regardless of how well I package them especially when dealing with frames that have glass. If the frame only is damaged and not the print then I would usually offer the customer either a replacement frame or a £5 refund for them to purchase a frame if easier.
With damaged items I would require you to send an image as I like to investigate where and how the breakage occurred and also for my records. As well as drawing this to the attention of Royal Mail.
Please note that if you purchase an 'Emailed' print, once this is sent to your inbox no refunds are possible (except in the case of a spelling mistake). Only once has this happened where a customer purchased an email only print, two days later said they changed their mind and asked for their money back. It would be unreasonable to refund anyone who simply changed their minds as they would clearly still be in possession of the hard copy print
If you have any other questions please do not hesitate to get in touch at email@example.com or via the Facebook page www.facebook.com/foxonthehillcrafts and I will respond as quickly as possible to your query.