online picture framing and giclee printing service

Frequently Asked Questions

How accurate are the images and the simulation?

Every effort has been made to reproduce frame mouldings and mount boards as accurately as possible. The images contained are from photographic images and not computer generated. The photography has been carried out in a colour managed controlled environment to ensure the most faithful matching. However, due to variations in computer displays in the outside world, we cannot guarantee what you see on the screen is the same as we have on our calibrated systems. In addition, there are natural batch variations in the manufacture of frame mouldings due to wood and dyes. We are supplied mouldings from manufacturers in several countries and batch to batch variables are beyond our practical control. If absolute accuracy is critical, we recommend you contact us to order a sample before proceeding with your main order.
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I cannot see any simulated frames, why?

The frame simulation engine uses a common program called "Flash". This need to be installed on your machine for the simulation engine to build your frame. Most PCs and Macs already have Flash installed. On corporate business networks you may need an administrator to install the program for you.
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The system won't let me upload my image, why?

The online system only accepts JPEG formats. TIFF and BITMAP formats will not work.
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Why have my stored frames disappeared?

There could be two reasons. If you have not registered, your stored frames are deleted automatically when you close your browser. If you have registered, but have not returned to the site and logged on within a month, your stored frames are deleted.
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Why have my stored pictures disappeared?

If you have not logged in your pictures are deleted when you close your browser. If you have logged in and ordered a frame, your image file may be deleted as soon as we have printed the picture. Any stored images will be deleted after a month if you have not logged on. We may have thousands of customers images temporarily stored on our web server at any time and this is a limited resource. Therefore we cannot keep images indefinitely.
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Can I show a friend on another computer my stored frame?

Unfortunately this is not possible directly for security, copyright and data protection reasons. You could email them your image file and copy and paste the summary from Design Your Frame for them to build the frame themselves.
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What is a Giclée?

The word Giclée is a French term literally meaning "squirted". It is the common name in the art world for very high quality inkjet printing on to special fine art papers and canvases in limited editions.

Giclée prints are widely regarded as the highest quality reproductions currently available. Special light-fast inks are used in the process, which far exceed fade resistance of normal printing methods. The super fine ink droplets laid down are not visible to the naked eye making images continuous tone in appearance, but taking advantage of digital technology.

When used in conjunction with photography, images take on a depth and feel not normally associated with photographic images.
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Will I need to do anything when I receive my frame?

If you have ordered a frame without a print then you will need to open the tabs on the back of the frame to place your picture. We provide special framing string to hang the frame after your have closed the back.

If you have ordered a "Print and Frame", the frame is ready to hang.

All frames come with a wall hook and wall pins. You will need to provide your own hammer!
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Can I collect my frame in person?

Yes, our offices are open 9:00am to 5:00pm Monday to Friday. You should let us know if your intend to collect when you order so we can adjust our charges to remove the shipping cost.
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Can I send a print or artwork to be framed?

Yes, please send by a secure method if it is valuable to you. Please note we do not accept any responsibility for damage to your artwork whilst in transit to and from ourselves. You will still need to order the frame online, but add that you are sending artwork in the comments section in your basket. Make sure you attach the order reference number to your artwork together with your name and address.
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What is an outer mount and inner mount?

A mount is the piece of coloured card board that surrounds your picture. You can choose a double mount, this means that two mounts have been used, usually there will be a darker colour on the inner (next to the picture) and a second mount on top (outer mount), this gives a deeper effect. The colours chosen would normally complement the picture and frame, but there are no rules.
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What is the difference between a conservation quality mount and a standard mount?

Conservation quality mount board is 3-4 ply chemically purified pulp from which all potentially harmful substances have been extracted. The white core visible bevelled edges remain white and do not discolour with age. This board can be used alongside virtually any work of art as this is protected from acidic contamination.

Standard quality mount board is made to a very high standard, virtually as high as conservation, but not guaranteed to have the same non contamination properties through the centre of the board. However, a conservation quality backing paper is used allowing safe contact with artwork making the standard board useful in most circumstances.
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What is moulding?

The moulding is what literally frames your picture and mount. Most frame moulding ACTPIX use is made from wood or recycled polymers. The moulding has a rebate usually around 6mm deep that the mount board and glass sits in.
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Are there rules about framing?

The simple answer is "no". The idea of the frame is to compliment your picture with overwhelming the image. It should add to and enhance the image. Widths of mount board and frame mouldings are down to your individual taste. You should bear in mind the environment you intend to hang the picture and the space that is available. The most fantastic frame and mount combination can look out of place in the wrong location.

One should take into account that a thin moulding on a large picture may not be sufficiently strong enough to take the weight of a large area of glass. If when we receive your order we think the moulding is too thin, we will suggest an alternative before proceeding.
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How accurate are the sizes shown?

All measurements in production are made to the closest millimetre. Mounts are cut on a state-of-the-art computer controlled mount cutter. Please be aware that approximately 5mm all around the mount will be hidden by the frame where the mount sits in the frame.
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How do I decide if I should choose plastic glass, low reflectance glass or none?

For normal photos where the frame isn't subjected to excessive cleaning, plastic glass is a sensible choice. It cost less than the low reflectance glass and has virtually zero chance of breaking. If exposed to direct sunlight over a period of years, it may start to yellow. Please note that plastic glass will scratch easily and cleaning should be with a clean damp cloth. Do not use glass cleaner as it contains chemicals that may degrade the plastic.

For art or special images, the low reflectance UV protecting glass is a wise choice. This will protect the image from the atmosphere and block most harmful ultraviolet light.

Sometimes you may want to show off art or Giclee print without a distracting surface in between. If we have printed the image here, it will be fade resistant for at least 50 years under average lighting circumstances.
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When will my order be delivered?

We aim to produce your order within 7 working days, and all the orders are despatched on an overnight service. Please note that busy times like Christmas may cause a longer delivery due to volume of orders.

If you need your frame by a specific date, please enter this information in the comments section when you add the frame to your basket. If we are unable to meet that deadline, we'll let you know.
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Can I get my order sooner?

If you are in a panic and need your order sooner, call us and we'll try to send your order out in less time than normal. If some of the materials are out of stock, we may suggest an alternative to speed things up.
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What if I am not at home?

If you are not at home when your order is delivered the carrier will leave a card with their telephone number for you to contact them and arrange delivery.
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Can the order be delivered to a different address?

Yes, enter those details at check-out.
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How safe will the frame be especially if glass is ordered?

The answer is very safe. We have special packaging that has been tested to withstand virtually every normal situation. We do not shy away from sending glass although there is always a small risk. The cost of the extra packaging required is included when ordering a frame with glass. Expect a larger box than a frame with plastic glass.
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Is the packaging recyclable?

Yes. It can either be recycled or re-used.
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Can I see a sample of the moulding before ordering?

Yes, we can supply a short sample for a charge of £5 plus £2 for any additional samples requested at the same time. You will need to telephone us to arrange this.
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Can orders be sent outside the UK?

We currently only send orders within the UK but we plan to extend to countries within the EU in the future.
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How secure is the site and how safe are my credit card details?

Our site uses SSL security encryption and card payments go through HSBC. In fact this site was inspected by HSBC before being allowed to go live and there are strict rules as an e-trader which we are obliged to adhere to in order to utilise the HSBC Secure ePayements system.

We have no access to your card details at any stage for payments made through the site. Should there be a problem with payment we can manually take payment by telephone during office hours or alternatively you may make payment by cheque. For your security our policy is to destroy any card details for telephone sales once payment has been made. If you pay cheque, there may be a slight delay in shipping your goods while we wait for the cheque to clear.
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When is my card debited?

Your card is debited at the point of despatch of your goods. The conditions set by HSBC do not allow us to take payment before despatch.
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What if I cannot find the answer here?

Please email or telephone us.
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