Ordering, Delivery & Returns
When you place an order you should receive a notification email confirming your order. In some cases this might read ‘on-hold’ but don’t worry I will have received it and it will soon change to read ‘processing’. If you do not receive these emails then contact us via the contact page: Contact Us.
I aim to process your order as quickly as possible but each picture is made to order. If there is a slight delay it will most likely be because the particular design you have ordered is being re-cut because our immediate stock has run out. This does not take long but if you have a particularly urgent requirement, just get in touch.
In most cases I will dispatch your picture within 7 working days from order. We use either Royal Mail ‘signed for’ as our delivery partner or MyHermes or DPD for larger or bulk orders.
On rare occasions I might not be able to process any orders for a few days, I am just one person and have to run the market stall and make the pictures as well. Typically my days for making up pictures are Mondays and Fridays.
If, for any reason, I have difficulty meeting your exact requirements I will let you know as soon as possible. This might be due to certain fabrics being discontinued, for example. This becomes a problem if I find out I don’t have enough of your chosen fabric to meet your order or if sourcing a specific map of the right location and scale is difficult or impossible. If this is the case I will be in touch to suggest alternatives and discuss options and preferences.
Please note that although we supply all of our frames fitted with glass from our market stall all of our online orders/deliveries are fitted with quality perspex/plexiglass as most delivery companies will not handle glass due to health and safety. If you want your picture with glass we would recommend visiting a local glazing company or frame shop and they will fit a piece of glass at reasonable cost – a few pounds.
Please contact us within 24 hours of placing an order should you wish to cancel or make an amend to an order. After 24 hours of placing an order please refer to our Returns & Refunds policy.
Returns & Refund
As each piece is made to order, Gecko Designs cannot offer returns or refunds on non-faulty items. If an item reaches you in a faulty condition, please email firstname.lastname@example.org with details, along with a digital photograph of the item. When you return a Product to us we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Customer Service Contact
If you have any queries or questions regarding any of our policies then please do not hesitate to get in touch via phone or email. We endeavour to reply to all emails within 24 hours. Our office opening times are Monday – Friday (9am – 5:30pm).