Terms & Conditions
At the 1st Floor Gallery Picture Framing Studio we are keen on offering you the best service. Our staff will look after your artworks and orders to ensure our quality is at the highest of its standards. However, there are some circumstances in which the 1st Floor Gallery Picture Framing Studio cannot be responsible for. Please, read carefully all the aspects listed below and do not hesitate to ask any questions you may have regarding this document. By trading with us you are automatically accepting our terms and conditions.
Please notice that our prices do not include delivery, carriage or shipping charges unless specifically stated on your order documents.
Hand coated frames and bespoke coloured mount boards.
The customer accepts that hand coated frames and bespoke coloured mount boards made by the 1stFloor Gallery Picture Framing Studio staff are painted in the premises. Despite the use of the same colour, paint manufacturer’s brand and materials displayed in our samples, there can be variations in shade – including the use of the same product batch number- or wood grain that can make it look slightly different from the original sample. The customer understands that this is a man-made process therefore, small variations in shade and/or texture will not be accepted as a claim hence payments will not be refunded. The 1st Floor Gallery Picture Framing Studio reserves the right to re-coat in-house painted goods at their entirely own criteria when a considerable difference in shade and/or texture can compromise the quality of the work.
Cross stitch works, embroideries, tapestries, textiles and needlework in general.
The above-mentioned items should be washed and ironed by the customer if appropriate before being framed. The 1st Floor Gallery Picture Framing Studio will do their very best to stretch any textiles/needle-craft work but patterns with straight lines can cause problems as hand-crafted stitches are not all of the same tension. The 1st Floor Gallery Picture Framing Studio cannot accept any responsibility for any changes to the artwork derived from the stretching and/or framing process. The lacing process of needlework must be carried out by the customer.
Canvases should be delivered FLAT by the customer. Canvases ideally need to be stretched before they can be put in a frame or if they are going to be left frameless, ideally using stretching bars. At the we do our best to avoid any damages happening during the stretching process. We will carefully inspect the canvas/artwork with the customer when brought to our premises for framing purposes to ensure the artwork is suitable for the stretching process. The reserves the right to decline working on any canvas that could be seriously damaged during the stretching and/or framing process due to existing defects, damages or ageing of the materials. The reserves the right to take pictures and record images of the artworks showing any defects, damages or ageing process on the canvas/paint/artwork prior to any stretching/framing process. The customer must advise about any restoration/cleaning process that has been done to the artwork before being brought to our premises and any conservation specifications the artworks may require. The advises the customer to have the artwork covered under their own insurance. May the customer wish to have any further information regarding the insurance policy cover, do not hesitate to ask a member of the staff.
Variations of finishes, shade and/or texture of any material coated/manufactured by suppliers or third parties.
At the we will order from our manufacturers the same product that the customer has chosen from the samples on display in our premises. The customer understands that differences in shade/grain/texture/batch number may happen on the materials supplied by the manufacturer. The will only accept a claim when a significant variation on the shade/grain/texture/batch number of the material makes it look considerably different from the sample. In that case, the will raise a claim to the manufacturer regarding those defects and to avoid compromising the quality of the work. Please notice that this does not apply to discontinued or clearance products due to the impossibility of providing a suitable replacement.
Solid wood mouldings.
The customer accepts that solid wood mouldings may vary in grain and shade as trees are individuals too. The will not accept any claims for these variations.
Defects on artworks or any other object to be framed.
The will examine any artwork, craftwork or any object that is brought to the premises for framing purposes. The reserves the right to refuse framing any item with defects on it that can get damaged during the framing process due to its fragile state. The reserves the right to take pictures and record images of any damage that the object shows when it is brought to the premises by the customer to be framed. The is not responsible for any repairs or claims regarding any damage or defects the items may present when brought to the premises by the customer. The customer is responsible for any damages, decays or any other condition of the artwork that can cause damages or deterioration to any other artwork in our premises and to the premises themselves.
Delivery and transport of artworks in art rolls.
The recommends that all pictures, photographs and prints are stored FLAT. If any work to be framed is brought by the customer in an art roll –or similar- the staff of the will ask the customer to remove it from the packaging. The is not responsible for any damage to work stored and transported this way. Photographs in particular are prone to handling marks when put in and taken out of art rolls. The will examine the goods carefully before being taken in for being framed but the customer accepts that often handling marks are not visible until the work is under glass.
Insurance of artworks during transport by the customer.
The First Floor Gallery Picture Framing Studio advises all customers to have their artworks and valuable goods insured all times. The First Floor Gallery Picture Framing Studio is not responsible for any damages or losses to any goods during transit done by the customer/owner. The First Floor Gallery Picture Framing Studio is not responsible for any damages or losses to any goods left in the customer’s vehicle while parking on our premises. May the customer wish to have any further information regarding the First Floor Gallery Picture Framing Studio’s insurance policy cover, do not hesitate to ask a member of the staff.
Frames and mount boards brought in for new framing or strip, clean and re-assemble made by third parties.
The is not responsible for any defects or damages on frames and/or mount boards made by third parties brought to us by the customer for new framing or strip, clean and re-assembly. The reserves the right to take pictures and record any images showing defects or damages to frames and mount boards made by third parties that have been done prior to the re-assembly process.
Maximum storage period of finished works in the premises.
The First Floor Gallery Picture Framing Studio reserves the right to dispose of any uncollected goods 3 months after the customer has been contacted for collection. The customer is responsible for providing a valid contact phone number and/or address/e-mail address to be contacted by the First Floor Gallery Picture Framing Studio once the goods are ready for collection. During the above-mentioned 3-month collection period, The First Floor Gallery Picture Framing Studio will keep on contacting the customer by the same means to remind about the collection, proceeding to dispose of any uncollected goods after a final reminder at the end of this period. In the event of delays during the manufacturing process that may cause subsequent delays to the completion of the order, the collection period will be extended by adding the same number of working days that the delay went on for. The customer is solely responsible for notifying the First Floor Gallery Picture Framing Studio any delays or impediments for collecting their goods within the stipulated storage period. The First Floor Gallery Picture Framing Studio reserves the right to extend the storage period of any goods.
Payments and collection of the orders.
The customer will pay a 50% deposit of the total cost of the order so the order can be placed. The outstanding 50% balance must be paid on collection. The First Floor Gallery Picture Framing Studio reserves the right to stop the works any time and/or keep the goods until all the payments have been done. The First Floor Gallery Picture Framing Studio reserves the right to sell the goods after 3 months of any missed deadline to cover for the expenses it may have generated to the company including costs of materials, goods insurance and labour.
Cancellation of an order.
May the customer wish to cancel the order, The First Floor Gallery Picture Framing Studio will NOT refund the 50% deposit or offer an exchange after the materials have been ordered and/or the works have been started. If the order is cancelled once the work is completed, the First Floor Gallery Picture Framing Studio reserves the right to sell the goods to cover for the outstanding balance and any expenses it may have generated to us unless the customer has paid for the order in full.
Dry mounting and trimming artworks.
Dry mounting and/or trimming an artwork is a NON-REVERSIBLE process. Please, notice that it may imply certain risks to the artwork that may decrease the market value of the object itself. The reserves the right to refuse dry mounting and/or trimming any artwork that could be damaged if using the dry mounting method or any other non-reversible processes. The responsibility of any possible devaluation of the artwork due to wet or dry mounting and/or trimming lies within the customer.
Charcoal and other dry mediums.
It is the responsibility of the customer to fix any artwork made of charcoal, carbon pencils, chalk or any other medium that can crumble, disintegrate, generate debris and/or stain the artwork itself or any other artwork in the premises. The does not fix any of these mediums to any sort of support prior to be framed and will not accept any claims if the debris generated by the artwork propagates inside the frame itself once the work is finished. The customer is liable for any damages that unfixed or hazardous artworks can cause to other artworks in the premises or to the premises themselves.
Artworks made using organic mediums or organic objects.
The does not accept any liability for framed artworks made of or containing organic materials. Please keep in mind that materials of organic origins (like, for instance, dry flowers) will disintegrate in time as they age and oxidate. The cannot accept any responsibility for natural decomposition processes affecting organic materials before or after they have been put into a frame.
Frames kept in challenging environments.
It is the entire responsibility of the customer to correctly store and maintain their framed artworks. The does not accept any liability for damaged frames and/or artworks that may have been kept in challenging environments, exposed to dampness, hazardous materials or direct sources of heat. This includes bathrooms, radiators, garages, outdoor environments and many other situations that can affect the stability of the materials used for the framing process and the artworks.
Health and safety.
At the we offer different types of glazing and hanging systems for each type of artwork. It is the responsibility of the customer to advise in case of any specific health and safety requirements for the frames due to their future use and location. The does not accept any liability for inadequate handling, wrong hanging of the artworks or modifications made by the customer to the frame itself. Please notice that the will always provide the adequate hanging system fixed to the frame unless specifically indicated by the customer. It is the entire responsibility of the customer to source and use the correct screws, tools and other hardware needed that is appropriate to their walls.
Returns and refunds policy.
At the First Floor Gallery Picture Framing Studio we make bespoke products following specific instructions and guidelines provided by our customers. Please, notice that NO RETURNS OR REFUNDS will be accepted on any goods unless faulty workmanship. We encourage our customers to double-check that they are happy with their choices before placing the order.
ALL of our bespoke products have been done following the measurements and guidelines provided by the customer. The First Floor Gallery Picture Framing Studio will agree to an exchange or free of charge repairs of the goods ONLY when the final product is faulty or different from the indications given by the customer as stated on the order. Please, notice that claims will only be accepted with the corresponding proof of purchase.
Goods in transit and collections.
Customers are responsible for the collection of their orders and for anyone collecting them on their behalf. The customer or those collecting on their behalf is solely responsible for the safety of all goods in transit. The 1st Floor Gallery Picture Framing Studio is not responsible for the safety of any artworks or damages to people, animals, properties or vehicles once the goods have been collected from our premises by the customer or their designated representative. It is the customer’s responsibility to ensure a safe transport of their collected orders. Special packaging for artworks that are going to be shipped using a courier company or transported by any sort of removal services has to be arranged by the customer independently.
Customers are advised to arrange their own insurance cover. Uncollected goods will be disposed of after 3 months from advised collection date. The 1st Floor Gallery Picture Framing Studio reserves the right to retain the goods until the full payment of the order has been done. Deposits are NOT refundable once the materials have been ordered. Our lead times are an estimate. The First Floor Gallery Picture Framing Studiodoes not accept any liability or cancellation of the orders due to changes made by the customer or delays on estimated lead times. Our estimated lead times refer to working days only. In case of delays due to out-of-stock materials or discontinued products by our suppliers we will offer an alternative substitute to the customer where possible. The First Floor Gallery Picture Framing Studio reserves the right to revise the prices of any substitutes that may have been agreed with the customer. In the case of out-of-stock materials or discontinued products from our suppliers, the First Floor Gallery Picture Framing Studio will contact the customer directly to discuss any possible alternatives. Where substitutes for out-of-stock or discontinued materials by the supplier are not available, the First Floor Gallery Picture Framing Studio will offer a refund.
Changes to orders after 24h may incur additional charges.
Prices on quotations are valid for 30 days only since the quotation date stated on the corresponding document. The 1st Floor Gallery Picture Framing Studio reserves the right to amend the prices of the goods and services after that period. In case of changes to the products, goods and/or services on the quotation made by the client, the First Floor Gallery Picture Framing Studio reserves the right to revise the quoted prices amending them accordingly based on the changes made by the customer. In case of discontinued or out of stock goods the First Floor Gallery Picture Framing Studio reserves the right to amend the prices on the quotation accordingly. The First Floor Gallery Picture Framing Studio does not accept any liability due to discontinued or out of stock products or any other form of delay from our suppliers that may affect the turnaround of the orders.
Unless explicitly stated on the order or the invoice, goods must be paid for on collection. Title and ownership of the goods supplied on invoices and orders remain with 1st Floor Gallery Picture Framing Studiountil full payment has been received.
The First Floor Gallery Picture Framing Studio offers art and frames restoration service only if requested by the customer. These services can be done by a third party out of our premises. Restoration services will incur a consultation fee if stripping, cleaning and reassembly of the framed artwork is needed for the inspection carried out by the restorer. This fee varies depending on the nature of the artwork and is non-refundable independently of acceptance or declination of the restoration costs quoted to the customer. This fee will be deducted from the total costs of the restoration order before the final payment is done by the customer. There is a 50% deposit charge to place an art restoration order. This deposit is non-refundable if an order gets cancelled after the restoration works have been started. Art and frames restoration prices are independent of any framing costs. The First Floor Gallery Picture Framing Studio reserves the right to decline to carry out any restoration processes that can cause potential damage and/or loss of value to the goods to be restored. Lead times for restoration works are an estimate only. The First Floor Gallery Picture Framing Studio will not accept any liability or cancellations due to delays during the restoration process.
Third parties and suppliers.
At the First Floor Gallery Picture Framing Studio we are proud to work closely with our trade suppliers. The First Floor Gallery Picture Framing Studio does not disclose nor provide contact details of our suppliers to customers who may wish to make their own use of third parties independently. This includes art restoration services, art valuation services or any other goods or services offered by the First Floor Gallery Picture Framing Studio. The First Floor Gallery Picture Framing Studio does not accept any liability for any goods or services provided by companies that have been approached directly by the customer. The liability for faulty or hazardous goods and products provided by the customer to the First Floor Gallery Picture Framing Studioremains within the client. This includes products like rims, mount board, glass or any other goods that have not been purchased directly by the First Floor Gallery Picture Framing Studio.
This is a digital copy of the First Floor Gallery Picture Framing Studio's terms and conditions. Additional printed or portable document format (pdf) copy of this document are available on request.
Revised June 2021