Frequently Asked Questions

ORDERING

How do I contact 4x90?

Our opening hours are 9am to 5pm Monday to Friday. Please contact us by telephone on 0845 2000 490 or by email to [email protected]

Do you sell to individuals as well as trade customers?

We happily sell to individuals but kindly ask you to remember that the majority of our products are sold in pack quantities and cannot be separated.

How do you keep my personal information secure?

We take your privacy and security very seriously. We do not see your payment details as they are sent straight to the bank using a secure payment system called Protx. Your payment details are not stored so for each order, you will need to re-enter your card details.

We work hard to make sure your personal details are only used in the ways in which you want us to. Using them only to send receipts and to dispatch your order. We use your information in accordance with the Data Protection Act of 1998.

How do I place an order?

All orders need to be placed through our website. Choose your preferred product and enter the quantity of packs you require. Each time you do this the product will be entered into your shopping basket. This can be found at the top right of the webpage. Once you have made your order please go to the checkout at the top right of the page and follow instructions.

Should you encounter any problems with our website when purchasing please contact us for help.

Should you be ordering on behalf of a County Council or on behalf of the NHS, Fire Service or Police we will accept an Official Purchase Order - sent to us by fax, on headed paper. The goods will then be dispatched and you will be sent an invoice - to be paid on receipt of your order.

How can I pay for my order?

We accept all major types of credit card including Mastercard, Visa, Maestro/Solo, Visa Electron, Visa Delta and American Express.

We recognise that you may wish to pay by Proforma and send us a cheque. Please email your order to [email protected] stating you wish to pay by cheque and we will issue you with an invoice through the post (this can also be faxed on request). Your order will only be dispatched on receipt of payment in full.

Please note that we will keep your Proforma order open for 10 working days. If payment is not received within this time, your order will be automatically cancelled.

Please make sure you include all contact names and numbers as well as delivery addresses in full.

Can we open an account with you?

We are strictly a Proforma based company and do not offer an account facility. This means that goods are only dispatched once payment has been received in full.

Can you deliver to a different address than my billing address?

You are able to enter an alternative delivery address to your billing address. Please ensure that your billing address is where the card is registered. If entering a company delivery address, please make sure the company name is entered into the address fields.

How do I know you have received my order?

Once you have placed your order through our website, you will be automatically sent an email confirmation to your email address. It will contain the address(es) you have provided and your order information. Please note that the email confirmation is only an acknowledgement that your order has been received and your payment has been successful. You will also receive a paid invoice through the post for your records once we have processed and completed your order.

Will I get a receipt?

Once you have placed an order with us you will automatically be sent an email acknowledging your order and confirming the details you have provided. This also acknowledges that your online payment has been successful.

Once your order has been processed and completed you will also receive a paid invoice in the post for your records.

What if I notice that my personal details are incorrect after I have completed the ordering process?

Please call us immediately after placing your order to notify us of this error. Should you place an order outside of working hours, please email us with your amended details.

Can I make changes to my order?

Because we start to process you order as soon as we can after we receive it, we cannot add or delete items on your order.

What if something I order is out of stock?

In the event that an item you have ordered is out of stock we will contact you to provide you with a lead-time or alternative item. If you wish to wait for the item to come back into stock, your order will be placed in our "back-order" tray where it will be dispatched as soon as it becomes available. Should you wish to choose an alternative item, any price amendments will be organised. Payment may need to be taken manually or if the item is of less value we will credit the difference back onto your card.

Are prices inclusive or exclusive of VAT?

All prices listed are exclusive of VAT. VAT is added in the checkout section when ordering.

DELIVERY

How long will delivery take?

This varies depending on the item you have ordered. A lot of our products are delivered using a next day service. Other items can take 2-3 working days or 7-10 working days for items such as Polycore frames, which are assembled at point of order.

Should you have any concerns or questions in regard to delivery times, please do not hesitate to contact us.

What are your delivery costs?

Delivery charges are dependent on the item you are ordering.

Delivery charges are only applicable on orders, which are under £300.00 net

Depending on the item, charges are either £10.00 + VAT or £25.00 + VAT

Please note that carriage charges to the North of Scotland, Channel Islands and the Republic of Ireland may vary.

Orders over £300.00 net are delivered Free of Charge.

How do I get free delivery?

You would need to place an order worth over £300.00 net

How can I track my order?

You can call us for help tracking your order. Often we are able to provide a Business Post consignment number, which will allow you to track your order. If not, a call to the factory will determine an estimated delivery date.

How will my order be delivered?

We only use leading courier firms such as Business Post, UPS and ANC. The courier we use is dependent on the dispatching warehouse location. All of our couriers are leading, national and worldwide accredited organisations.

What if I am not in at time of delivery?

Deliveries will be made Monday to Friday, 9am to 5pm. If you or the intended recipients are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming they have tried to deliver. Follow the instructions on the card to rearrange delivery.

Do we deliver to your address?

We deliver to most postal addresses in the UK. Some delivery charges to the North of Scotland, Channel Islands and Republic of Ireland are higher. This will be calculated automatically when processing your order.

We will only deliver to the main BFPO address of Inglis Barracks, Mill Hill, London NW7 4PX.

Do we deliver all across the world?

We may deliver within Europe depending on the quantity required and product you are interested in. This is only applicable to wholesale enquiries where the quantity is in the thousands. Please email us with your enquiry.

Are there any places where delivery may take longer?

There are a small number of places, which may take slightly longer for delivery, such as the Channel Islands, North of Scotland, Republic of Ireland and remote rural areas. We cannot guarantee delivery times within these areas.

Will my order arrive in one delivery?

We have a number of dispatching warehouses. Every effort is made to send a complete order, however we reserve the right to make part shipments. You will not incur additional charges for orders dispatched in several consignments.

ABOUT THE PRODUCTS

How can I find out what 'A' sizes are in inches and centimetres?

Generally all sizes are listed on the order page. There is also a link near the top of our homepage "Browse by size" – this will allow you to view 'A' size measurements and their proportion to each other.

Can you make frames to order if I can't find the size I need?

We can make wooden frames to a specific size in a minimum quantity of 100 units per size, per colour. Sadly we are unable to make individual bespoke frames.

All our aluminium frames are imported. Manufacturing these in non-standard sizes would need a quantity in excess of 1000 units. Please email us with your enquiry and specifications.

If we have a specific project, can you source a specific moulding or match a pantone colour?

Snap frames can be manufactured in a specific pantone colour. We would require a minimum order of 50. Prices on application. Please email us with your requirements.

If you require something different to what you see on our website, please email us with your specifications and we will endeavour to find something to match your requirements.

How long does an order take to make?

When ordering wooden frames please allow 7-10 working days, In the event this may take longer we will contact you immediately. Manufacturing times can be delayed if moulding has to be ordered especially.

When ordering aluminium frames, which are imported, this may take 4-6 weeks.

Can you cut bevelled card mounts in specific sizes?

We can cut mounts to your exact specifications in a minimum quantity of 50 units per size, per colour.

Please email us your requirements.

Can I ask for Styrene plastic rather than glass fronts?

This is possible for our Polycore range of frames as they are manufactured in the UK. There is usually an additional charge for this. Please email us with your requirements.

What is your most successful selling frame?

Our standard aluminium frames and clip frames are our best selling products. We sell thousands of these a week. We stock huge quantities in our main warehouse. Available on a next day delivery service.

Can I buy individual frames?

Some of our products are sold individually, however the majority of our products are sold in packs, which, sadly, cannot be separated.

Do you offer discount based on large quantities?

Our online prices are extremely competitive, however should you be looking to place an order in excess of £1000.00 net we are able to offer further discount.

Please email us with the product and quantity you require and we will be happy to quote you.

Am I able to purchase sample frames?

Due to the cost of preparing and dispatching samples we reserve the right to make a charge to cover the costs involved. You will be notified of these prior to the charge being made if applicable. Any charge made will be refunded on the placement of the first order.

RETURNS AND DAMAGES

What do I do if my order has arrived damaged?

If the Box arrives and looks & sounds fine, you have until 5pm the following working day to report any damages

If the Box arrives and it is damaged and you sign for it as damaged you have two weeks to notify us of these damages

What do I do if my goods have not been delivered within the estimated delivery times?

Please email us within 4 working days of the expected time of delivery. We will then track your order and find out why there has been a delay. We will then endeavour to re-dispatch the goods as quickly as possible.

What if I'd like to return my order?

You will need to email us with the reason you'd like to return your order within 4 working days of receipt of your order. You will then need written confirmation from us stating where to return the goods. Please see full Terms and Conditions.

Once your order has been received in a resalable condition we will issue a refund.

There is a 20% re-stocking fee for returning your order.

Unfortunately we are unable to refund transport costs/delivery charges.

What do I do if I wish to make a complaint?

In the extremely unlikely event you wish to make a complaint we ask you to forward this in writing via email. Please include a reference to your order if applicable. Please mark your email as "COMPLAINT" and it will be forwarded our Directors. We endeavour to reply to all emails within 5 working days.