At Motorgraphs we make every effort to ensure your purchase gets to you as quickly, safely and cost effectively as possible. We endeavour to dispatch print and video orders within 1 working day and frame orders within 5 working days. If the delivery address is different to the billing address then we may have to run further checks to ensure your credit card security, this may result in longer dispatch times.
Your order will be packed and dispatched, provided:
- The item you have chosen is in stock or printed
- The delivery address has been verified
- Payment has been approved
We will send you an initial email confirming receipt of your order; then a further email confirming that your order is ready for dispatch. Where an item is not in stock, we will advise you of the anticipated time for delivery (if such item will be available in future). Orders can be delivered to either business or residential addresses; all print and framed packages will require a signature on receipt of delivery. It is customary for the delivery companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however this may not always be the case. Motorgraphs cannot take responsibility if a notification card is not left in any instance.
Delivery
For the majority of UK deliveries we use Standard - Royal Mail First Class and Recorded Delivery which is overnight for most parts of the UK however please allow an extra day for Nothern Ireland and outlying regions. These delivery times are given as a guide by Royal Mail but are not guaranteed. If you have not received your order within the suggested time please contact us via the contact form stating your order number.
For the majority of International print delivers we use Standard - Royal Mail International Air Sure and Signed, which can take up to 6 working days. These delivery times are given as a guide by Royal Mail but are not guaranteed. Tracking on these standard overseas delivery services is limited to confirming arrival in the destination country and confirming delivery. If you have not received your order within the suggested time please contact us via the contact form stating your order number.
Please note that International orders are temporarily suspended.
Please note, however, that the delivery of your order may be restricted depending on the size, weight and chosen destination of the package. Other factors such as weather and mechanical difficulties can also result in later deliveries
Packaging
All orders are packaged sufficiently to avoid any damage in the post, with all print and framed orders you will need someone to receive or sign personally as they generally won't fit through letter boxes. As we generally use Royal Mail we can’t give individual instructions however if you require delivery on a certain day please specify this in the delivery instructions box during check out.
Delivery Costs
Please note Print orders are dispatched from our studio, Frame and Canvas from our framers and Videos from the duplicators, therefore they will be charged separately.
- UK Prints
- = £7.80 (inc VAT),
- additional items Free of Charge
- UK Framed and Collages
- = £9.00 (inc VAT),
- additional items Free of Charge
- International Prints
- = £13.00 (ex vat),
- additional items Free of Charge
- UK Videos, DVDs
- = £1.75 (inc VAT),
- additional items Free of Charge
- International Videos, DVDs
- = £4.00 (ex VAT),
- additional items Free of Charge
Returns
Orders Arriving Damaged
Photo, Videos and DVDs
If you have ordered photo, video and DVD only items that arrive with damage to the packaging that in turn damages the product inside, please return the order complete with packaging to us within 7 days of receipt to Motorgraphs, c/o Sport Photo Gallery Ltd, Unit 6, Precision 4 Business Park, Styles Close, Sittingbourne, Kent, ME10 3FZ. United Kingdom. Once we have received the damaged order we will send out the replacement order or if required issue a full refund including the cost of delivery.
Frames and Canvases
If you have ordered mounts, frames or canvases (medium or large sizes) and the items arrive damaged please contact us as soon as possible – within a maximum of 7 days of the delivery date. If the damage to the packaging is visible on receipt of the order from the courier please sign for the order as "Damaged".
Please keep all packaging, paperwork and the product/s together and repackage. Once we have been notified we will arrange a convenient time for our couriers to recollect the damaged order from you. Once we receive the order back from the courier we will send out the replacement order or if required issue a full refund including the cost of delivery. Motorgraphs will not be able to issue refunds for damaged goods that are not reported within 7 days of receipt of order.
Incorrect Items
Photo, Videos and DVDs
If you have received an incorrect item due to a processing error on our part please return the item to us within 30 days of receipt of the order to Motorgraphs, c/o Sport Photo Gallery Ltd, Unit 6, Precision 4 Business Park, Styles Close, Sittingbourne, Kent, ME10 3FZ. United Kingdom. Please contact us to let us know if you would prefer us to send the item originally ordered out to you or issue you a full refund for the item. We will send the replacement or issue a refund as soon as we receive the item back from you.
Frames and Canvases
If you have received the wrong item due to a processing error on our part please notify us within 30 days of receipt. Please keep all packaging, paperwork and the product together and repackage. Once we have been notified we will arrange a convenient time for our couriers to recollect the order from you. Once we receive the order back from the courier we will send out the replacement item/s or if required issue a full refund including the cost of delivery.
Items No Longer Required – "Cooling off period"
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
Photo, Videos and DVDs
If you have received a photo, video and DVD only order that you no longer require, please contact us within 7 working days of the day after receipt of the order. Please return the item with all packaging to Motorgraphs, c/o Sport Photo Gallery Ltd, Unit 6, Precision 4 Business Park, Styles Close, Sittingbourne, Kent, ME10 3FZ. United Kingdom. Once we have received the product/s in saleable condition we will issue a full refund less any delivery charges. If you have ordered sufficient items to qualify for free delivery and return the entire order we reserve the right to claim back the delivery charges.
Frames and Canvases
If you have received an order for mounts, frames or canvases that you no longer require, please contact us within 7 working days of the day after receipt of the order. Please keep all packaging, paperwork and the product together and repackage. Once we have been notified we will arrange a convenient time for our couriers to recollect the order from you. To qualify for the refund the product/s must arrive back with us in resalable condition – frames must still be shrink wrapped.
Once we have received the item back in resalable condition we will issue a full refund less delivery charges*. *A £20 handling charge to cover onward and recollection delivery charges will be taken off the refund amount.
Collages
We regret that the cooling off period does not apply to bespoke orders where a personalised caption has been ordered and subsequently approved prior to delivery. In these cases a credit for the amount paid taking into account delivery charges will apply.
Effective – June 2013