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Terms and Conditions


Unless otherwise agreed in writing the following terms and conditions shall govern the sale of goods by Nielsen Design Limited (“The Company”) to the exclusion of any other terms and conditions.

Our trading address is Unit 27-30 Tradewinds, Hopper Way, Diss IP22 4GT.

Our VAT number is 726617229.

Our Products

The images of the products on our website are for illustrative and guidance purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the products.

Carriage Charges - UK Mainland (inc. Scottish Highlands)

Online orders with a nett value over £175 and phone or email orders with a nett value over £225 are delivered carriage-free to UK mainland destinations (inc. Scottish Highlands), on a 2 working-day delivery service. For all orders below the stated minimum nett order value, carriage is charged at £13.95 for 2 working-day delivery (UK mainland inc. Scottish Highlands).

Customers can upgrade to a next working-day delivery option for an additional charge of £8.95 on orders placed before 12 noon, Monday-Thursday (11am on Friday).

Certain parts of the UK mainland and offshore delivery destinations can attract delivery surcharges in addition to the regular carriage charge.

Chop Service

All chop service orders of five frames or more (same frames or mixed) are delivered carriage-free to UK mainland destinations (inc. Scottish Highlands), on a 2 working-day delivery service.

For orders of less than 5 frames, carriage to UK mainland destinations (inc. Scottish Highlands), is charged at £8.00 on a 2 working-day delivery service.

Customers can upgrade to a next working-day delivery option for an additional £8.95 on orders placed before 12 noon, Monday-Thursday (11am on Friday).

Orders of 30 or more chop frames are subject to lead time confirmation at the point of order.

All chop frame orders are subject to a £1.00 wrapping charge per frame.

Timed delivery options

UK mainland orders can be delivered on timed services for an additional charge by request, subject to availability. These delivery options apply to orders placed before 12 noon, Monday-Thursday, (11am on Friday).

Next day delivery: up to £8.95

Pre 13:00: extra £20.00

Pre 10:30: extra £25.00

Saturday pre 13:00: extra £30.00


London Van and Glass deliveries

All nielsen van and glass deliveries are subject to the same minimum nett order value charges as detailed in the Carriage and Chop Service sections. A £5.00 delivery charge applies to all nielsen van deliveries (additional to the minimum order charge).

Offshore Deliveries and Carriage Charges

Carriage-free is available on non-mainland orders under 20kg gross weight on a 3-5 working day delivery service with the following minimum order value:


Scottish Islands, Northern Ireland, Eire:    Online £250    Phone or email £300

Channel Islands, Isle of Man & Isle of Wight 

For orders over 20kg or below the minimum order value, please contact customer service, who will provide a quote based on your location and the gross weight of the order.


Mountboard minimum quantities

To minimise the risk of damage the minimum order for mountboard is 5 sheets mixed. No backorders for mountboard will be held for quantities below 5 sheets.


Prices shown exclude VAT which shall be charged at the current rate on goods and carriage.


Payment for all products must be by credit or debit card. We accept payment with MasterCard, Visa, Electron and Visa Debit.

We will charge your credit or debit card upon checkout and despatch our order confirmation electronically to the details you provide. We will only accept orders for items which are currently showing as “In Stock” on our website when you place your order. In the event that a product is listed as being in stock but is found to be of unsatisfactory quality at the time of intended despatch, we will notify you immediately and if for any reason we are unable to fulfil your order within 30 days, we will refund the price paid by you at that time normally via the same method of payment by which you made your purchase.

Any Customer with a pre-agreed credit account shall make payment to the Company, 30 days from the date of invoice. The time for payment shall be of the essence of the contract. Where payment by the Customer in respect of any invoice is outstanding the Company reserves the right, without any prejudice to any other right of action which it may have, at its option to suspend deliveries under any contract made with the Customer and/or cancel any such contract made with the Customer. Interest is charged daily at a rate of 2% per month on the overdue amount.


All orders must clearly state the exact description and quantity of goods ordered by the Customer. The Customer cannot cancel an order once placed and no returns will be accepted save by mutual agreement and then only on terms which will fully indemnify the Company.


The prices stated on the Company’s price list are the current Trade prices and are subject to revision without notice to the Customer. The price to be paid for the goods shall be based upon the prices in the price list current on the date upon which the goods were despatched. The prices stated in the price lists do not include VAT or delivery charges, which the Company will add where appropriate. Invoice or price queries need to be raised within seven days from the date of invoice otherwise it is deemed to be accepted.


Any time or date for delivery named by the Company or Customer is an estimate only and the Company shall not be liable for the consequences of any delay in delivering an order nor shall any delay be a ground for cancellation of the order or any other contract by the Customer. Direct to Consumer deliveries will be charged at a minimum of £12.00.


Where the Customer orders goods for delivery by instalments each delivery shall constitute a separate contract and the Customer shall not be entitled to refuse to take delivery or refuse to pay for any instalments on the grounds that any previous instalment was defective or otherwise not in conformity with the contract.

Title and Risk

a) The Company shall not be liable for any risk to the goods after they have been delivered to the Customer or the carrier of the goods. If requested by the Customer, the Customer at additional cost can arrange insurance on the goods in transit.

b) Title in the goods shall pass to the Customer on payment of the full amount of the relevant invoice and of any other outstanding invoice and until such time the Customer shall act as a fiduciary keeper of the goods on behalf of the Company, shall ensure that the goods are separately identifiable from goods supplied by other parties, and shall redeliver the goods to the Company should the Company so require.


a) In respect of any defects in the goods no refund or replacement will be made unless the Customer notifies the Company in writing within 2 days of receipt of goods. The Customer shall return such goods to the Company for inspection. If any such goods supplied by the Company prove on inspection to be defective in material or workmanship the Company undertakes at its option to replace such goods or refund to the Customer the price thereof, but in no circumstances (except where limitation of liability is statutorily of no effect) will the Company’s liability exceed the cost of replacement or the price paid by the Customer for the goods or include consequential loss damage or expense howsoever arising. This undertaking is given in place of and excludes all other warranties and conditions relating to quantity and description whatsoever whether statutory or otherwise.

b) Complaints by the Customer in respect of goods alleged to be defective shall not be grounds for the Customer to withhold payment of amounts due to the Company and shall not give any right or set-off against payments due from the Customer to the Company.

Cancelling an order and returns

Customers can cancel their order up to 14 days after the goods have been delivered. The customer bears the cost of returning the goods to the Company.


The Customer shall determine the suitability of the goods in the light of his intended use and the Company makes no warranty in relation to the suitability of the goods for a particular use and any express or implied warranty or condition (statutory or otherwise) is excluded insofar as legally permissible.

Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control ("Force Majeure Event").

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  • strikes, lockouts or other industrial action;

  • civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

  • fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

  • impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

  • impossibility of the use of public or private telecommunications networks;

  • the acts, decrees, legislation, regulations or restrictions of any government.

Our performance under any contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the contract may be performed despite the Force Majeure Event.

March 2023

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