Last updated: 24 October 2026
At What They Made, every frame is made using your own drawings, handwriting or notes. Because each order is personalised, please read this policy before placing your order.
Personalised orders
All frames are personalised using the images or handwriting you provide. This means your finished frame is created specifically for you.
For this reason, we do not accept returns or offer refunds simply because you change your mind once your personalised frame has been made, unless required by law.
Please check your order carefully before purchasing and make sure the photo or handwriting you send is the one you want to use.
Cancelling an order
If you need to cancel your order, please contact us as soon as possible at whattheymadeuk@gmail.com.
If work on your personalised frame has not started, we will do our best to cancel your order and arrange a refund.
Once work has started, cancellation may no longer be possible because your frame is being created specifically for you. We will confirm what options are available when you contact us.
Damaged, faulty or incorrect orders
I want you to be happy with your frame. If your order arrives damaged, is faulty or is not what you ordered, please contact us at whattheymadeuk@gmail.com so we can help.
Please include your order number and, where possible, clear photographs showing the problem. This helps me understand what has happened and work out the best way to put it right.
Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, refund or another appropriate remedy. You will not be asked to cover reasonable return costs where these are my responsibility under the law.
Please contact us as soon as you can after discovering a problem. This request does not limit any legal rights you have.
Refunds
Where a refund is agreed or required, it will normally be made to the original payment method, in line with applicable legal requirements.
The time it takes for the money to appear in your account may depend on your payment provider or bank.
Your legal rights
Nothing in this policy affects or limits your statutory rights under UK consumer law. Personalised products are not exempt from your rights if an item is faulty, not as described or otherwise fails to meet the requirements of the law.
Contact us
If you have any questions about this policy or an order, please email:
Please include your order number if your enquiry relates to an existing order.