Got a question?

How do I upload my photos?

Click on the upload photo button and you will have the option to upload:

  • A file from your computer
  • A photo from your phone or tablet
  • A photo from your Facebook account
  • A photo from your Instagram account

If it's the first time you are accessing your Facebook or Instagram photos through Now Frame It you will be taken to the Facebook / Instagram site to log in and grant access to your photos. Once you have done this, your photos will appear. It may take a few seconds while they load.

How do I know if my photo is high resolution enough to print?

Most photos from recent smart phones or cameras will be of a high enough resolution to print. However, photos from Facebook and Instagram (or from phones more than 5 years old) are often lower resolution and can look blurry and fuzzy in places when printed.

We have set the minimum size image we will accept to 411 pixels wide. This means if the width or height of the image is below 411 pixels, it will not upload to our site. We would suggest that a photo under 1500 pixels, either width or long, be kept to the smaller-sized frames (5x5 or 6x4 inch). If you select a larger-sized frame with a low-res image, we will give you a low resolution warning.

What can I do about low resolution Instagram photos?

When photos are uploaded to Instagram they are compressed down to a lower resolution (640x640 pixels). We find that images direct from Instagram print fine at small size but if you want to print them in larger frames (particularly the 8x8 inch) it's best to find the original photo on your phone. You can do this by using our "Upload from your PC/phone" button, then going to 'Gallery' or 'Photos' on your phone and looking for the Instagram folder. If you upload the image directly from this folder it will still have the Instagram filters on it but it will be a higher resolution and the print quality will be much better.

What can I do about low resolution Facebook photos?

You can either stick to smaller frame sizes (5x5 inch with mount) or try and find the original photo you took on your phone or camera and upload this instead.

How long are my photos saved for?

If you purchased a frame we will keep your photo for one year. You will be able to view it by logging in and going to 'Orders'. If you added a photo and frame to your basket but did not check out, your frame will be saved for seven days. We will then email you to remind you it's there. If you do not check out for another seven days we will delete the photo from our server.

Can I upload images that are not photos, e.g. graphic design images?

Sure, this is absolutely fine as long as you created the image or own the copyright to the image.

Frames

Do all frames have mounts?

All frame sizes come with the option of a mount except for the smallest rectangular frames, the 6x4 inch.

Where are the frames made?

We get our frames from a specialist frame-maker here in the UK. The wooden frame material is manufactured in Italy and is shipped to the UK in long rods. It is then cut down to size and the glass and backing is added in the UK frame factory.

Delivery

How long will my framed print take to arrive?

UK: Your frame will take 5-7 working days to arrive from the day you order (approx. 1 week). We will email you when we are processing your order and your photo is going to print. We will then frame it and email you again when it has been shipped. It will arrive with you 1-3 working days from the day it is shipped.

Europe: Once your frame is ready (which should take 3-5 working days) we will email you to tell you your frame is being shipped. Generally parcels in Europe can take between 3 to 7 working days to be delivered. European standard parcels can take up to 2 weeks. For non-EU countries, there might be a delay due to customs. You will be given a delivery date range on the checkout when you enter your country in the address field. Please note that shipments outside the EU may be subject to import charges which are the responsibility of the purchaser.

Rest of the world: Once your frame is ready (which should take 3-5 working days) we will email you to tell you your frame is being shipped. Shipment usually takes between 1-3 weeks to be delivered. It depends on the customs services in each country; you will be given a date range on the checkout when you enter your country in the address field. Please note that shipments outside the EU may be subject to import charges which are the responsibility of the purchaser.

Can I get it quicker than 1 week?

We cannot offer an express option at the moment as each order is bespoke and can take a few days to prepare. We hope to speed things up in the future as we grow...

How much is postage?

The price of shipping to the UK is £3.50.
For European shipping, there are two options: standard shipping is £7.50 and tracked is £14.50.
For the rest of the world shipping is £17

What service is my parcel sent by?

UK: Your order will be sent by Royal Mail First Class. If the order value is over £50 we will send it tracked delivery and email you the tracking number.

Europe and Rest of the world Your order will be shipped by Royal Mail International Services. Royal Mail usually works as a partner with the national postal services of each country.

What happens if I'm not in to receive it?

Royal Mail will try to leave your parcel with your nominated neighbours if you have let them know who they are. Otherwise they will take the parcel back to the local Royal Mail delivery office. The postman should leave a 'Something for you' card through your letterbox to let you know about the missed delivery and where you can collect it. You can nominate neighbours by completing a short form at your local Royal Mail Delivery Office.

It's been over a week and my order has not arrived, what can I do?

Occasionally a package goes missing or takes a little longer to arrive at its destination. If the package takes longer than two weeks please contact us and we will do our best to locate it. If you have been waiting less than two weeks, a good idea is to check with your local Royal Mail Delivery Office and your neighbours. If it's not there, please get in touch and we will get on the case!

Exchanges and refunds

If you have any problems with your order, please get in touch, hello@nowframeit.com. If your frame is damaged on arrival we will of course send you a replacement but we cannot offer refunds and exchanges based on issues associated with the quality of the photos (see photo resolution above).

All prints are checked before they go out and if we think there is a quality issue, we will contact you before we frame it to try to avoid any disappointment.

Payment

How can I pay?

You can pay directly on our website. When you press 'Submit order' at the checkout a box will pop up asking you to enter your card details. We use a payment gateway called Stripe designed specifically for taking online payments on laptops, tablets and phones. We do not see or store any of your card details; these are all handled by Stripe and are 100% secure.

If you want Stripe to store your card details it will ask for your mobile number. This means that if you purchase from us again, you will be texted a verification number to enter rather than inputting your card details again.

How do I know my payment is secure?

Our chosen payment processor, Stripe, is certified to PCI Service Provider Level 1, the most stringent level of certification attainable.

I've not heard of Stripe before?

Stripe was established in 2011 and is fast becoming the go-to payment processor for new online businesses and mobile apps. They are 100% secure and much easier for you, the customer, than other payment gateways.

My payment is not going through, what can I do?

If you are having any problems paying, email us hello@nowframeit.com or phone us +44 (0)1795 533 495 and we will organise another way for you to pay. If you would prefer to pay us by PayPal, just email us with your name and your PayPal email address and we will contact you to arrange a PayPal invoice.

Anything we've not covered

If you have any questions that are not covered here, don't hesitate to get in touch:

Email: hello@nowframeit.com
Phone: +44 (0)1795 533 495 Now Frame It

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