Delivery & Returns

Delivery Terms and Conditions – Photography by Bones

I’ve tried to keep this as simple as possible. There are three categories of items for sale on here:

(1) Prints
(2) Digital Downloads (Images or Information)
(3) Physical items in the shop – i.e. Hanging Kits.

The laws governing sales between the consumer (you) and us (Photography by Bones) work to protect both of us.

In a nutshell, if you are buying a Print, then this is a bespoke item and not therefore covered under the normal terms of distance selling. In other words, you cannot change your mind within the 14 day “cooling off” period. So please be aware of this before ordering. Contact me if you have any concerns.

If you are buying a Digital Download – i.e. an electronic copy of a picture, or information in and electronic format (i.e. PDF files or ZIP files / executables) , then you are also not covered under the same law regarding a cooling off period. As long as you haven’t downloaded the electronic files after purchase (our system can tell if you have), then you may contact us and we will refund the transaction (minus any costs from the payment gateway ) and will rescind the links or downloads.

Finally if you are buying something physical from the shop, then the normal distance selling regulations apply. We reserve the right to charge an admin fee and you must return the item(s) in pristine condition at your own cost.

Okay – now for the legal version of all that…

Order Dispatch

All our items are made to order so will take time to make. We will dispatch your order within the timeframes below:

Prints – no frames between 2 and 14 days
Prints – framed or mounted between 2 and 21 days

You can check the status of your order(s) by signing in, clicking your name that appears in the top-right corner of the page, and clicking on My Account

Please allow up to 14 days after despatch for delivery within the UK and 28 days for Europe and worldwide deliveries. If you have not received your order within this time, please contact us.
Please note that if you order more than one product they may be despatched separately and arrive at different times.

Delivery charges

If we print your pictures ourselves, we will use a courier service, tracked and signed for such as Royal Mail for all prints. Alternatively, if we have them printed externally, we may choose to have them dispatched direct from our printers using an alternative courier.

Charges : (UK)
Prints A5 to A2 (unmounted)  £11.99 – (Mounted) £18.95
Prints A2+ (unmounted) - £12.99 – Mounted (£22.95)
Shop Items sent at £5.95


Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return Goods, or cancel an Order under defined circumstances.

The goods sold on our site are personalised and are defined as bespoke and customised goods. The photo frames are made to order according to your chosen options (where available) for photo choice, size, paper type, frame type and colour. All other goods are personalised with your choice photos and colour, material (where applicable). Under the Consumer Contracts Regulations 2013 these Goods do not attract the cancellation rights that typically apply to a distance contract.

Nothing in these conditions affects your statutory rights as a consumer.

Returns Policy

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return Goods under defined circumstances.

Please note that we will not accept return items unless you have contacted us.

How to contact us

Web Form here 

By email:

Bespoke and customised goods

Where items are personalised or made to order, you do not have the right to cancel or return an order as unwanted. We recommend that you double-check your order to ensure it meets your requirements before making payment.

Faulty or damaged goods

You must notify us of any faulty or damaged Goods within 30 days of receiving them. Please email us at and provide the following information:

  • Your details
  • Your order number
  • A photo of the damage to the item and packaging

We will contact you to arrange the return. Please use a signed and tracked delivery service and ensure the product is wrapped well. Returns for faulty items are at our cost. A replacement item or refund will be issued on return of the faulty item.


Refunds will be issued within 14 days of our receipt of returned Goods, proof of posting, or notice to cancel (if the Goods have not yet been posted).

We will only refund to the payment card used in the original purchase.

We will refund the cost of the Goods plus any postage paid in your original Order. Nothing in this section affects your statutory rights.

Cancelling Digital Downloads
On purchase of any digital content, you will receive a secure link allowing you a period of seven days to download this content. If you have purchased in error you may only request a refund if you have not downloaded or attempted to download the content. We can see on our servers any attempt to use the link.

You have a cancellation option of 14 days. You must notify us within this timeframe, ideally immediately and we will respond and provided you haven’t accessed the data, we will rescind the link and refund your money.

The consumer must also acknowledge that once the download starts they will lose their right to cancel.

If a consumer doesn’t give their consent, they have to wait until the cancellation period has ended before they can download the digital content.

This is to ensure the digital content is what you want before downloading it.