Clear Terms for Your Made-to-Measure Order

Canvas Floating Frames is a trading name of The Picture Gallery Ltd, company number 13731123.

Our trading address is Units 14–15 Kingfisher Business Park, London Road, Bedford, MK42 0NY, United Kingdom. Our registered office is C/O Simas Accounting & Tax, 10 Stephenson Court, Fraser Road, Priory Business Park, Bedford, MK44 3WJ.

You can contact us at info@picturegalleryuk.com or on 01234 360030.

These Canvas Floating Frame Terms apply to purchases made through the Canvas Floating Frames website. Please read them before placing an order.

When you submit an order, you are making an offer to purchase the goods shown in your basket. An automated acknowledgement confirms that we have received your order; it does not necessarily mean that we have accepted it.

A binding contract is formed when we send you an order confirmation accepting your order or begin manufacture, whichever occurs first.

Every floating frame is individually made to order using the measurements, frame finish and other options selected by you.

No finished stock is held for these bespoke sizes. Manufacture normally begins after payment has been successfully authorised.

Before completing your purchase, please check that:

• the width, height and depth entered are correct;
• the chosen frame style, profile and finish are suitable;
• the quantity is correct; and
• your billing, email and delivery details are accurate.

If you discover an error, contact us immediately. We will try to help, but changes may not be possible once manufacture has begun.

Frames are manufactured using the dimensions supplied with your order. Please measure the outside width, height and depth of the stretched canvas itself, not an existing outer frame.

Our Measuring Guide explains the process. Contact us before ordering if you are uncertain.

We are not responsible for a frame that does not fit because inaccurate measurements were entered, provided the frame was manufactured correctly against the order details.

Our frames are handcrafted using professional framing equipment. Small production tolerances may occur.

A tolerance of approximately ±1mm is normally acceptable for this type of bespoke product, provided it does not prevent the frame from fitting or materially affect its appearance or use.

We take care to display frame finishes accurately, but screen settings, brightness and lighting can affect how colours appear.

Real wood is a natural material, so grain, tone and texture may vary. Reasonable natural variations are not faults.

If precise colour coordination is important, we recommend requesting a corner sample before ordering. A sample is indicative only because natural materials can still vary between batches.

Prices are shown in pounds sterling. The total payable, including applicable VAT and any delivery charge, will be shown before you place the order.

Standard tracked UK delivery is currently included with every order. Any optional or exceptional charge will be clearly shown before payment.

Payment is required in full before manufacture begins. We may change prices for future orders, but this will not affect an order we have already accepted.

We may be unable to accept an order if, for example, a moulding has become unavailable, the requested size is outside safe manufacturing or courier limits, payment is not authorised, or an obvious pricing or description error has occurred.

If we cannot accept an order after payment has been taken, we will explain why and refund the amount paid.

Estimated production and dispatch times are guidance rather than guaranteed dates unless we expressly agree a fixed deadline with you.

We will manufacture your order within a reasonable time and will contact you if a significant delay becomes apparent.

We provide tracked delivery throughout the UK, including England, Scotland, Wales, Northern Ireland and the Highlands and Islands of Scotland.

Please ensure that someone can receive the parcel and that the delivery address is complete and accessible. Larger orders may arrive in more than one parcel.

Risk of accidental loss or damage normally passes to you when the goods are delivered into your physical possession or to a person you have identified to receive them. This does not affect claims for damage that occurred before delivery.

More information is available on our Shipping and Delivery page.

We are not responsible for delay caused by events genuinely outside our reasonable control, such as severe weather, major transport disruption, industrial action or failure of essential services.

We will take reasonable steps to reduce the effect of the delay, keep you informed where practicable and fulfil our legal obligations. Nothing in this clause removes any right you may have if delivery is unreasonably late or an agreed essential deadline is missed.

Please inspect the parcel promptly. If damage is visible, contact us as soon as possible—ideally within 48 hours—so we can investigate quickly with the carrier.

Please retain the goods and all packaging and provide:

• your order number;
• clear photographs of the frame;
• photographs of the inner and outer packaging; and
• a photograph of the courier label.

Goods must be of satisfactory quality, fit for their normal purpose and as described. If your frame is faulty, damaged before delivery or manufactured incorrectly against the order details, please contact us promptly.

Depending on the circumstances and the law, available remedies may include rejection, repair, replacement, a price reduction or refund.

Our Warranty page provides additional information but does not replace or restrict your statutory rights.

Contact us immediately if you wish to cancel or change an order.

If manufacture has not begun, we will normally be able to cancel the order and refund the payment. Once work has begun, cancellation or changes may not be possible because the product is being made to your specification.

If we agree to a cancellation after work has started, any deduction must be fair and reflect losses or costs reasonably incurred rather than operate as a penalty.

Made-to-measure frames are produced to your individual specifications. The statutory 14-day cancellation right for many distance purchases does not normally apply to goods made to the consumer’s specifications or clearly personalised.

We therefore do not normally accept a return merely because you changed your mind, selected the wrong finish or entered incorrect measurements.

See our Returns & Refunds Policy for further information.

Floating frames are designed for stretched canvases that match the ordered dimensions and depth. Follow the supplied instructions and our Fitting Guide.

Before using the supplied screws, check that they are shorter than the depth of the canvas stretcher. Use wall fixings suitable for the wall construction and combined weight of the frame and canvas.

We are not responsible for damage caused solely by incorrect fitting, unsuitable wall fixings, misuse or failure to follow clear safety instructions, except where the law provides otherwise.

Frames are intended for normal indoor conditions. Avoid excessive moisture, persistent condensation, extreme heat and prolonged direct sunlight.

Natural ageing, reasonable wear and tear, and natural variations in wood are not manufacturing faults.

Please follow our Product Care & Installation Guide.

We do not exclude or limit responsibility where it would be unlawful to do so. This includes responsibility for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and your statutory rights relating to faulty or misdescribed goods.

We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or was contemplated by both parties when the contract was made.

We supply products for private and domestic use. If you use them for commercial purposes, we are not responsible for business losses such as loss of profit, revenue, business opportunity or goodwill, except where the law says otherwise.

Unless otherwise stated, the text, photographs, graphics, branding, designs and other website content belong to The Picture Gallery Ltd or are used with permission.

You may view and print reasonable extracts for personal use. You must not reproduce, distribute or commercially exploit website content without prior written permission.

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

We use information to administer orders, take payment, arrange delivery, provide support, prevent fraud and meet legal obligations. We do not sell your personal information.

Please read our Privacy Policy for full details.

Please contact us first if you are unhappy with an order or our service. We will investigate the concern and aim to provide a clear response within a reasonable time.

You can email info@picturegalleryuk.com, telephone 01234 360030, or write to our trading address.

These terms and contracts made through the website are governed by the law of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections available under the law where you live and may be entitled to bring proceedings in the courts of that part of the United Kingdom.

We may update these Canvas Floating Frame Terms from time to time to reflect changes in our business, website or the law.

The terms applying to your purchase are those provided or made available when the contract is formed. A later change will not retrospectively alter an existing contract unless required by law or agreed with you.

Last updated: August 2026.