DELIVERY

Shipments and returns
Your pack shipment
Shipping & delivery

All of our photographic prints are printed to order and so please allow XX working days upon receipt of an order for us to process, print, dry mount and window mount and sign your order. However, from time to time we may experience delays due to demand but we will notify you of any such delays.

Delivery methods

Most of our orders are shipped using professional courier companies. We operate full online order tracking with all product deliveries, enabling you to track your delivery.

Where we deliver

The Frank John Store delivers products to a wide variety of countries. However, due to the courier relationships we have in place, we cannot guarantee that all our products can be delivered to all countries. You will be informed if we cannot fulfil your order after you specify your delivery address in the checkout process.

Our charges

Rolled and boxed prints are free of delivery charges, however, we are not responsible for local duties and taxes and so these may be payable by the customer on delivery. Should you insist on having your print framed and crated, the shipping costs will be determined by the following:

1.The size of your print;

2.The total weight of the order; and

3.The destination country of the shipment.

4.The cost of the professional crating.

P.O. Boxes

Unfortunately, we are unable to deliver to P.O. Boxes.

Duty

Customers receiving goods outside United Kingdom may be liable for duty charges levied in their own country. If this happens, it’s a matter between you and your local customs agency. You are responsible for any duty owed.

Cancelling an order

You can cancel your order at any time prior to despatch. Simply email info@frankjohn.com, including your order number for quick reference.

Returns policy

To make returning items as convenient as possible, we have designed our returns procedure to be quick and easy:

Step 1 – Notification

To initiate the returns process, you need to email info@frankjohn.com or, alternatively,  quoting your order number and stipulating the reason for the return.

Step 2 – Returning the goods

How to return your order:

We require items to be returned in perfect condition, they must be returned in their original packaging and posted back to us using a SIGN FOR service along with a tracking number.

Once we receive your returned order, we will replace or refund as required. Refunds are normally processed within 7 days, although please allow up to 28 days.

IMPORTANT NOTES: As our prints are all bespoke orders we CANNOT refund a Photographic Print if it is deemed too large or too small, it is completely down to you “the customer” to correctly measure the space that you intend to hang the print before you place an order with The David Steen Archive.

Faulty goods

If you believe there is a fault with your goods you should notify us immediately, within 24 hours of the photographic print being delivered. Where a genuine defect is found and the fault is rectifiable, reprints will be made and sent at the earliest opportunity.

Please note:

•Customers should refer to our terms and conditions regarding slight colour variations that can occur in relation to how the images are displayed online as minor distinctions will not warrant the finished product to be classed as faulty.

Exchanging goods

We are unable to offer different goods in exchange for the ones you return so if you would like to order something else, please place a new order through the website and this will be treated as a separate transaction.

Goods supplied in error

If a product is supplied in error, arrangements will be made for the collection of the goods. We will accept no liability for products supplied against verbal orders. Hard copy confirmation is, therefore, essential.

Unwanted Photographic Prints

Please note that since all our products are made to order, accepting the return of a non-faulty item is at our discretion so you should refer to our terms and conditions for clarification of the formal agreement between us.