Privacy, T&Cs and Cookie Policy

1. Representation

We try our very best to make the information, images and representations of frame mouldings, mount boards and other products as accurate as possible on our website. However, the quality and colour balance of screens and monitors on computers and mobile devices vary considerably, so please be aware of this when selecting frames and products. In addition, we strive to rectify any errors or omissions in website content that are bought to our attention as quickly as possible, to avoid either misrepresenting our products or misleading our customers. Our high-resolution, photo-realistic depictions of frame mouldings and mount board colours are developed from real product photography. However, please be aware that subtle changes can occur between batches of materials. Please contact us if exact colour matches or absolute consistency across a series of frames is critical to you, as we are unable to accept returns of any bespoke frames manufactured to your order in good faith (see Returns below for more information) On the Edge cannot be held liable for any consequential loss under any circumstances, including incorrect supply, late delivery, accidental misrepresentation or any other reason. Our liability is limited to replacement of faulty or damaged products, or a refund in lieu thereof.

2. Pricing & Payments

All products and goods on this website are priced in English pounds (Sterling). VAT is chargeable on all orders dispatched to the United Kingdom. (For overseas orders, please contact us to determine your local and regional tax implications). By default, the On the Edge frame designer displays the price of each frame inclusive of VAT as you build it. In the frame designer view, you can choose to see the price expressed excluding VAT. Delivery costs are determined as items are added to your basket. Please note that we reserve the right to alter prices and availability without notice. We accept online payment by Visa, Mastercard and PayPal. These transactions are handled by Worldpay Merchant Services, the UK’s leading payment provider, though its fast and secure online payment gateway. By placing your order, you agree to payment being charged to your credit card or PayPal account as submitted by you during the order process. Your card or PayPal account will be charged when your order is placed and an invoice will accompany your goods.

3. Stock Availability & Shortages

The On the Edge frame designer will tell you if a particular frame style or mount board is out of stock at the time you build your frame. The On the Edge system updates its stock levels daily. Should you elect to continue to build a frame with a moulding or mount board style that is out of stock, our system will hold the order until the stock becomes available. We will notify you of this by email. Similarly, should you choose a frame moulding style where stock depletes since the daily stock update, we will notify you by email. All frames awaiting stock shortages will be manufactured when the stock is replenished. Note that sometimes frame mouldings are discontinued with little or no notification from the producers. On the Edge cannot be held responsible for this. However, should a product line be discontinued while an order is held awaiting stock, we will email you with details.

5. Returns

On the Edge manufactures frames to your bespoke order, where you will use the frame designer to select frame mouldings and mount board options to a specific size as determined by you. Where we have supplied bespoke frames and goods correctly to your On the Edge order, we are not able to offer any exchanges or refunds. Similarly, if production work has started on an order, we are not unable to cancel that order. Our cancellation and refund policy is set in accordance with Distance Selling Regulations 2000 and other key regulations. We take great care at every stage of our production, packing and dispatch process. However, errors can sometimes occur, as can damage to the goods. In the event of such issues, please notify us by email within 48 hours of receipt of you order and kindly include brief details of the nature of the fault. Remember that you are at liberty to refuse to accept goods from the carrier company that have been damaged in transit. Alternatively, you may sign for the goods declaring them to be damaged. In either event, please notify us by email within 24 hours so that we can take appropriate action. In all cases, you can trust that we will strive to resolve issues quickly and efficiently. It’s important to us that you are completely satisfied with you On the Edge products. You will need a Returns Number from us before you return any faulty or damaged goods to us. Please contact us by phone or email to be issued with the Returns Number. Any goods returned without a Returns Number are deemed unauthorised returns and will be held by us for a period of 60 days maximum. During that time, you may ask us to return the goods for which we will levy a dispatch and delivery charge, or arrange to collect the goods from our workshops.

4. Dispatch & Delivery

Our target is always to dispatch On the Edge web shop orders within five working days of the receipt of your order. Our manufacturing hours are 9.00am to 5.00pm Monday to Friday, excluding public holidays. Orders placed for goods after 4.30pm will fall into the following working day. If for any reason we cannot adhere to our target to manufacture and dispatch your goods, we will contact you by email. Should you have an urgent requirement, we are keen to help and may be able to offer a priority service at extra charge. Please contact us to discuss your requirements. Note that the priority service is dependent upon On the Edge production workload and therefore may not always be available. Our delivery charges are determined by the frame designer as you build your frame and when you add it or accessories to your basket. We dispatch On the Edge orders by parcel carrier. Once your order has left the On the Edge Frame premises, you may use the carrier company’s website to track and, if available by the carrier company, amend the delivery time and address. At the point of dispatch, we will email you a dispatch notification. Should your goods not arrive when detailed by the carrier company, please notify us by email as soon as possible. We will raise a query with the carrier company. Please note that the dates and times quoted for delivery by the carrier company are approximations and depend upon many outside factors. On the Edge cannot be held responsible any such delay.

5. Returns

On the Edge manufactures frames to your bespoke order, where you will use the frame designer to select frame mouldings and mount board options to a specific size as determined by you. As such, there are no standard sizes in our range. Where we have supplied bespoke frames and goods correctly to your web order, we are not able to offer any exchanges or refunds. Similarly, if production work has started on an order, we are not unable to cancel that order. Our cancellation and refund policy is set in accordance with Distance Selling Regulations 2000 and other key regulations. We take great care at every stage of our production, packing and dispatch process. However, errors can sometimes occur, as can damage to the goods. In the event of such issues, please notify us by email within 48 hours of receipt of you order and kindly include brief details of the nature of the fault. Remember that you are at liberty to refuse to accept goods from the carrier company that have been damaged in transit. Alternatively, you may sign for the goods declaring them to be damaged. In either event, please notify us by email within 24 hours so that we can take appropriate action. In all cases, you can trust that we will strive to resolve issues quickly and efficiently. It’s important to us that you are completely satisfied with you On the Edge products. You will need a Returns Number from us before you return any faulty or damaged goods to us. Please contact us by email to be issued with the Returns Number. Any goods returned without a Returns Number are deemed unauthorised returns and will be held by us for a period of 60 days maximum. During that time, you may ask us to return the goods for which we will levy a dispatch and delivery charge, or arrange to collect the goods from our workshops.

6. Cookies Policy

This On the Edge website uses cookies to deliver superior functionality and to enhance your user experience. Continued use of this site indicates that you acknowledge and accept this policy. You can read more about our cookies below. Cookies are small text files that are placed on your computer, smartphone or other device when you access the Internet. This website uses cookies to allow users to navigate around the site and, where applicable, lets us tailor our content to fit the needs of visitors who access the site and to improve the user experience. If cookies are not enabled, we cannot be sure that your online experience of On the Edge will be as we intended. You can be assured that none of the cookies we use on this website collect personally identifiable information about you. We may use cookies within the online forms in this website, including the shopping basket and Contact Us pages. Without cookies enabled you may not be able to submit orders to On the Edge or request information from us. While the various online forms will provide information to us about you based upon the data you choose to enter into the fields on the form, the cookies themselves do not contain or store any personal data. We also use Google Analytics on this website. Google Analytics is a popular web analytics service provided by Google. Google Analytics uses cookies to help us to ascertain how users navigate the site, lets us monitor and manage website traffic, and can help us improve the On the Edge website design and user experience. You can learn more about how these Google Analytics cookies are used on the Google Privacy site.

Privacy Policy (GDPR)

This policy aims to provide you with information on how we collect, store and use your personal information.

Who we are

We are ‘On the Edge Framing’, legally a partnership owned by Robert Chapman and Julie Chapman.  For the purposes of Data Protection Rob Chapman is the ‘controller’ of the information you provide.  Our trading address is Unit 8, Courtyard Workshop, Bath Street, Market Harborough, Leicestershire, LE16 9EW.  We are registered with the Information Commissioner’s Office – reference Z3213661.

When do we collect personal data?

We only collect personal information when someone:

  • Places an order with us
  • Requests a quotation or make a pre-sales enquiry
  • Corresponds with us by phone, email or in writing
  • Completes a ‘contact us’ form on our website

What personal data do we collect and store?

The information we collect may include:

  • Your name, address, email address(es) and phone number(s)
  • If appropriate, a business name and business address.

How & why do we use your personal data?

For ‘contract’ delivery: Primarily we use your data to fulfill any order placed with us. This includes communicating with you in relation to your order and with administrative support such as creating an account and invoicing.
For Legitimate Interests: If you have ordered products or services from us (and thus shown a legitimate interest), we may use your data in our direct marketing, such as newsletters, surveys, and promotional offers.
We may contact you by email, phone or mail, unless you have opted for us not to do so.  You have the right to opt out of us processing your data on the basis of legitimate interests as set out below under the ‘Your Rights’ section.

Who do we share your data with?

We are required to share your data with trusted third parties who we contract to provide services to us, such as email marketing processors (Mailchimp), developers of our in-house web, ordering and record keeping systems (Code String Ltd).  We always ensure that contracts are in is place which includes obligations in relation to the confidentiality, security and lawful processing of any data shared with them.

We will not share your data with any other commercial organisation, individuals or third-parties other than with law enforcement or other authorities if required by applicable law.

We take all reasonable steps to ensure that our staff protect your personal data and are aware of their information security obligations.

How long will we keep your data?

Unless there is a specific legal requirement for us to delete or keep your data, we will retain the information for as long as it is relevant for the purposes we collected it.  In most cases this is specifically so that we can recall material and size details of any previous orders for your convenience.

Your Rights

Right to Access: You have the right to request a copy of the personal data that we hold by contacting us at the email or postal address given below.  We will respond within 30 days of request. Please note that there are exceptions to this right. We may be unable to make all information available if, for example, we are legally prevented from disclosing such information, or if any requests are manifestly unfounded or excessive.

Right to rectification: We always aim to keep your personal data accurate.  If any of your personal data is not accurate or changes, please contact us so that we can keep your personal data up-to-date.

Right to erasure: You have the right to request the deletion of your personal data where, for example, the personal data is no longer necessary for the purposes for which it was collected, or you withdraw your consent to processing.  If you would like to request that your personal data is deleted, please contact us using the contact details provided below.

Right to restrict processing:  In certain circumstances you have the right to request that we restrict the further processing of your personal data, e.g. if you wish to opt-out of receiving any marketing material from us.  If this is the case, please contact us using the contact details provided below.

Complaints

If you believe that your data protection rights may have been breached, and we have been unable to resolve your concern, you may lodge a complaint or to seek a remedy via the ICO (www.ico.org.uk)

Contact

If you have any queries about our policy or wish to modify your marketing preferences, please contact:

Rob Chapman
On the Edge Framing
Unit 8, Courtyard Workshop
Bath Street
Market Harborough
Leicestershire
LE16 9EW

email: rob@ontheedge.co.uk

Address

Unit 7 & 8, Courtyard Workshops
Bath Street
Market Harborough
Leicestershire
LE16 9EW