Shipping Policy

Each Magic Photo is personalised and made to order. Your order therefore has two stages:

1. Production – preparing and producing your personalised Magic Photo.
2. Delivery – shipping the completed Magic Photo to the delivery address you provide.

Production time

We aim to prepare personalised orders as quickly as reasonably possible.

Any production estimate shown on our website, product page or during checkout applies from the point at which we have received the information and personalised content needed to produce your order.

Production times are estimates unless we expressly state otherwise.

Production may take longer where, for example:

• customer-supplied information is incomplete;
• we need to contact you about your photograph or personalised content;
• there is an unexpected production issue; or
• circumstances outside our reasonable control affect fulfilment.

If we expect a material delay to your order, we will take reasonable steps to contact you.

Delivery services and couriers

We may use different postal or courier services to deliver Magic Photo orders.

The carrier used for an individual order may vary depending on factors such as:

• destination;
• parcel size or service requirements;
• carrier availability;
• delivery speed;
• operational requirements; and
• the delivery option selected at checkout.

We are not committed to using any particular courier unless we expressly state otherwise for a specific order.

Where a delivery service or carrier is shown at checkout, in an order confirmation or in subsequent tracking information, this reflects the service allocated to that order at that time.

We may substitute another suitable delivery service where reasonably necessary, provided this does not materially reduce the delivery service the customer purchased.

The use of a third-party carrier does not remove our obligations to you under applicable consumer law.

Delivery time

Delivery time begins once your personalised Magic Photo has been produced and dispatched.

Available delivery options, charges and estimated delivery times will be shown at checkout where applicable.

Any delivery date or delivery window described as an estimate is not a guaranteed delivery date unless we expressly describe the service as guaranteed.

We will nevertheless deliver your order within the timeframe required by applicable consumer law unless a different delivery period has been agreed with you.

UK distance-selling rules require customers to be given delivery arrangements, delivery costs and expected delivery timing before an order is placed.

Dispatch and tracking

Where tracking is available for the delivery service used, we will normally provide tracking or shipping information after your order has been dispatched.

Tracking information is supplied by the relevant carrier.

Carrier tracking systems may not update immediately after dispatch, and the timing and level of tracking information available may vary between delivery services.

A delay in a tracking update does not necessarily mean that the parcel itself has been delayed.

Delivery address

You are responsible for checking that the delivery address entered at checkout is accurate and complete.

If you notice an error, contact support@themagicframe.co as soon as possible.

If your order has not yet been dispatched, we will do our best to update the delivery address.

Once an order has been dispatched, we may no longer be able to change the delivery address.

If an order is returned to us because the address supplied by the customer was incorrect or incomplete, we will contact you to discuss the available options.

Where another delivery is required because of incorrect or incomplete information supplied by the customer, we may charge the reasonable additional cost of redelivery.

Delayed deliveries

Delivery estimates can occasionally be affected by matters such as carrier disruption, severe weather, seasonal demand or other circumstances outside our reasonable control.

If your order appears to be delayed, contact support@themagicframe.co and we will help investigate the delivery.

We may need to contact the relevant carrier before confirming what has happened.

We will not use carrier delays or tracking issues to exclude responsibilities that we have to you under applicable consumer law.

Lost parcels

If a parcel has not arrived within a reasonable period after its expected delivery date, please contact us.

We will investigate the delivery and, where appropriate, raise an enquiry or claim with the carrier.

The carrier's investigation process may take some time, but this does not remove any rights you have against The Magic Frame.

Where an order is confirmed as lost before it has been delivered to you, we will provide the appropriate remedy required by law, which may include a replacement or refund depending on the circumstances.

Damaged deliveries

If your Magic Photo arrives damaged, please contact support@themagicframe.co as soon as reasonably possible.

Please provide:

• your order number;
• a brief description of the damage; and
• photographs of the product and packaging where this will help us investigate.

Where damage occurred before the goods were delivered to you, your statutory rights remain unaffected.

Failed delivery and uncollected parcels

If delivery cannot be completed because no one is available, the carrier may:

• attempt redelivery;
• leave the parcel in accordance with the applicable delivery instructions;
• deliver it to a nominated collection point; or
• provide instructions for arranging another delivery.

The exact process depends on the carrier being used.

Please follow any carrier instructions within the timeframe provided.

If the parcel is returned to us because it was not collected or a further delivery could not be completed, we will contact you to discuss the available options.

Where another delivery is requested and the failed delivery was not caused by us or the carrier, we may charge the reasonable additional cost of redelivery.

Safe-place and delivery instructions

Where the selected carrier allows customers to provide safe-place, neighbour or other delivery instructions, those instructions are handled through that carrier's delivery service.

Please make sure any delivery instruction you provide is appropriate for the location.

Nothing in this section removes any responsibility that cannot legally be excluded.

International delivery

If we offer international delivery, the destinations available and applicable shipping charges will be shown at checkout.

International orders may be subject to:

• customs clearance;
• import duties;
• local taxes; or
• other charges imposed by the destination country.

Where these charges are not included in the checkout price, the recipient may be responsible for paying them. We will make this clear before purchase where applicable.

International delivery times may also be affected by customs processes and local delivery services.

International orders are currently sent using a tracked delivery service where available.

What is being shipped

Your order contains the personalised Magic Photo with NFC technology.

A physical picture frame is not included.

Any frame shown in website photography, product images, demonstrations or examples is for display purposes only unless we expressly state otherwise.

Our responsibility for delivery

Although we may use third-party couriers and postal services to deliver your order, your purchase is with The Magic Frame.

Nothing in this Shipping Policy is intended to transfer our legal responsibilities to the carrier or exclude rights that you have under consumer law.

Contract terms cannot validly exclude responsibility for matters such as faulty goods, goods that are not as described, or unfairly avoid responsibility for failing to perform agreed obligations.

Contact us

For questions about production, dispatch or delivery, contact:

The Magic Frame
Email: support@themagicframe.co