A - We work as fast as possible to despatch orders on a daily basis. Generally a paid order will be despatched on the same day if received by 2pm for City Link courier despatch and 3pm for Royal Mail/Parcel Force . Please note we work normal Office Hours Monday to Fridays; despatches are not generally undertaken on Saturday, Sunday, or English Bank holidays. If for any reason there is a known problem that will affect the normal speed of our despatches and receipt by customers (The UK postal strikes during Summer 2007 and Autumn 2009 are recent examples) this will be prominently displayed as a note on Frames Online Home Page.
Q - CAN I PAY USING MY CREDIT CARD?
A - You can indeed pay for your frames by credit card (Mastercard, Visa, JCB, Switch, Solo, Delta, and Electron). American Express is an option via checking out using Paypal Pro, but in practice this only tends to work for USA based customers. Customers using JCB cards need to select Streamline on checking out. Payment by credit card may be made online as you check out using our secure server. Alternatively goods can be ordered and paid by credit card via telephone.
Q - CAN I PAY BY USING MEANS OTHER THAN MY CREDIT CARD?
A - We accept a variety of means of payment. Including: Paypal, cheque drawn on United Kingdom based bank, postal order, and direct bank transfer. For small orders (less than £20) for UK based customers your goods can be promptly despatched with a 14 day invoice. In other words you can order and pay on receipt of your goods. Full instructions are provided when you check out and you will be kept fully informed by E-Mail.
Q - I LIVE OUTSIDE THE UK - WHAT ARE MY PAYMENT OPTIONS?
A - Normally only Credit Card or Paypal payment are accepted for overseas frame orders.. Cheques are not normally accepted from bank accounts outside the United Kingdom due to the expense (around £10) of cashing them.
Q - WHAT IS VALUE ADDED TAX (VAT)?
A - Value Added Tax (VAT) is a United Kingdom HM Revenue and Customs tax
generally imposed on products sold by companies whose turnover is above a
certain threshold. The UK rate is currently 17.5%, and is chargeable on
all products and services including delivery, within the United Kingdom and
European Union.
Q - CAN MY COMPANY CLAIM BACK VALUE ADDED TAX (VAT)?
A - We at Datalite UK Ltd are a United Kingdom VAT Registered Company under GB 922 4169 36; therefore if entitled under current regulations VAT Registered Companies and Organisations may claim VAT back.
Q - HOW IS VAT CALCULATED ON PRODUCTS PURCHASED FROM DAY YOU WERE BORN?
A - Prices quoted on the site are inclusive of VAT tax. On checking out and proceeding to pay, products initially show the NET amount prior to adding VAT - this will be less than the inclusive amount. VAT is shown as a separate figure calculated at the current UK rate of 17.5%. The NET amount and TAX amount added together will amount to the inclusive figure. Please note when purchasing multiple items the final price may be a few pennies different (either slightly more or less) this is due to rounding - a requirement of HM Customs and Excise.
Q - HOW IS VAT CALCULATED FOR SHIPPING CHARGES?
A - Shipping prices quoted on FRAMES ONLINE website are inclusive of VAT. On checking out and proceeding to pay, Shipping will also be shown as the full inclusive amount. VAT will be charged
even for zero rated services such as Royal Mail or Parcel Force, unfortunately
this is a VAT tax law requirement. If Shipping VAT is applicable (i.e.
Delivery within the United Kingdom and/or European Union) a separate Shipping Tax box will appear to show the amount of VAT included.
Q -
MY VAT REGISTERED BUSINESS IS OUTSIDE THE UNITED KINGDOM BUT WITHIN THE EUROPEAN
UNION - DO WE HAVE TO PAY VAT?
A - VAT registered businesses outside the UK but within the EU do not have to
pay VAT. Their is an option for entering VAT registration details for such
organisations on checking out. To qualify the goods must be physically
delivered outside the United Kingdom.
Q - I LIVE OUTSIDE THE EUROPEAN VAT AREA - DO I HAVE TO PAY VAT?
A - No you do not have to pay VAT. This will automatically be calculated on checking out, saving around 15% on the quoted VAT inclusive prices.
For example USA, Australia, Isle of Man, Jersey, and Guernsey customers do not
have to pay VAT provided goods are physically delivered outside the European
Union. Please note that you may be liable to pay import tax if required by your country's rules.
Q - I HAVE ALREADY SUBMITTED A FRAME ORDER, CAN FURTHER ITEMS BE ADDED TO TAKE ADVANTAGE OF DISCOUNTS AND/OR POSTAL SAVINGS?
A - Provided your order has not been despatched, further orders will be entitled to discounts and postal savings equivalent to the overall order. Any monies due will be automatically credited.
Q - THE ITEM IS SHOWN AS OUT OF STOCK - WHAT ARE MY OPTIONS?
A - It is possible that extra frames stocks may already be held, please contact us. We regularly re-stock so the chances are the item will be available very soon. You can contact us to check the latest position using the options available from the 'Contact Us ' menu. If you are after a bulk supply of picture frames we can facilitate this direct from frame production - again please contact us.
Q -CAN YOU SUPPLY LARGE QUANTITIES OF FRAMES?
A - We can provide UK Mainland Customers with bulk supplies of picture frames direct at very competitive WHOLESALE TRADE DISCOUNT prices. This includes many additional products and sizes not currently advertised on this website. To view our comprehensive range and to order see our FRAMES ONLINE - BULK SUPPLY website facility.
Q - HOW ARE UK DELIVERY CHARGES CALCULATED?
A - When you order these are automatically calculated for you, being based on weight. For small quantities despatches will be by Royal Mail 1st Class Post or Airmail if overseas.. Larger orders will be despatched by next day courier service such as City Link - this provides you with an economical and efficient carriage service for larger quantities.
Q - WHAT IS YOUR POLICY REGARDING INTERNATIONAL DESPATCH?
A - We can supply small quantities of non-glass products, such as our Acrylic 'Glass' Wood frame worldwide by Airmail (normally 3-10 working days delivery time depending on location). Larger quantities of frames can be despatched, but depending on location delivery charges can be relatively expensive and may take around two to four weeks to arrive if outside Europe. There is a greater risk of breakage for international despatch,
and certainly and any refunds for glass breakage may be limited to either: a pro rata refund or replacement acrylic glass at our
discretion with proof of damage provided.
Q - WHAT HAPPENS IF FRAME PRODUCTS ARE BROKEN IN TRANSIT?
A - Customer satisfaction is our top priority and we will promptly replace damaged items or arrange a credit/refund for items broken in transit. Glass is inherently fragile and despite our best packaging efforts and fragile labelling, packages can occasionally be maltreated during transit. To enable us to claim from carriage insurance we may request proof and/or information on the damage.
Q - CAN YOU PROVIDE SAMPLES?
A - We have a sample pack of 10 A4 frames within our 'Specials' menu. For trade enquiries we can provide free samples of the materials used for our products on request.
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