Returns & Refunds
This is a starting point. Edit it from Admin > Pages > Returns & Refunds so it matches how you actually work, and check the consumer rules in the countries you ship to.
Changing or cancelling an order
Contact us as soon as possible. If your frame hasn't been cut yet, we'll change or cancel it and refund you in full.
Custom pieces
Because every frame is made to your measurements, custom orders generally can't be returned once they're built. That doesn't affect your rights if an item arrives damaged or isn't what you ordered.
Damaged or incorrect items
Tell us within 48 hours of delivery and send photographs of the packaging and the frame. We'll remake or refund the piece, and cover the return postage.
How refunds are issued
Refunds go back to the original payment method. Card refunds usually appear within 5-10 business days, depending on your bank.
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