Ordering
Policies
Everything you need to know about returns, damaged goods, warranty coverage, privacy and terms of use.
Returns
Quality concerns can be raised within 7 days of receiving your order.
Damaged Goods
Please report transit damage within 24 to 48 hours and include clear photos.
5-Year Warranty
Custom frames are covered against defects in materials and workmanship under normal use.
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Returns & Refunds
Quality concerns, returns windows and colour variation notes.
If you are not completely satisfied with the quality of your purchase from Frameshop, you may return it within 7 days of receiving the product for a full refund of the product price. All return-related expenses are the responsibility of the customer. Due to the handmade and custom nature of our products, returned items typically cannot be resold and may be discarded.
We strive to match the colours of our frames, mats and other products on our site to their real-life counterparts. Colour variations can occur due to differences in device calibration. If there is a significant discrepancy, please send us a photo so we can assess it further.
Delivery, Authority to Leave & Damaged Goods
Safe-drop rules and what to do if a parcel arrives damaged.
Authority to Leave
By placing an order, you authorise us and our couriers to leave your parcel at your door if no one is available to receive it, unless the courier determines that it would be unsafe to do so.
If a parcel is left at your door, we cannot provide warranty or insurance against missing or stolen items. If you do not want the parcel left unattended, please request "Signature Required" in your order comments or contact us directly.
Damaged Goods
We understand that shipping fragile items can sometimes result in damage. If you receive a damaged item, please contact us within 24 to 48 hours of receiving the parcel.
For damage reports, please email us with:
- Your order number.
- A description of the damage or defect.
- Clear photos of the damage or defect.
Glass Damage
If the glass is damaged, we can offer a free upgrade to acrylic plexiglass as a replacement. Alternatively, we can refund the glass price charged so you can source a replacement locally.
5-Year Frameshop Warranty
Coverage for custom frame workmanship and supplied materials.
Frameshop stands behind the quality of our workmanship and materials. Every custom frame is covered by a 5-year warranty from the date of purchase against defects in materials and workmanship under normal use and display conditions.
What is Covered
- Structural faults in the frame, including joins, corners and assembly.
- Failure of adhesives or mounting under normal display conditions.
- Defects in glazing supplied by Frameshop, including glass or acrylic.
- Backing materials, internal components and hanging hardware supplied by us.
What is Not Covered
- Damage caused by mishandling, impact or improper installation.
- Warping or movement caused by humidity, heat or direct sunlight.
- Customer-supplied items, including artwork, prints, jerseys or memorabilia.
- Issues caused by incorrect measurements or specifications supplied by the customer.
- Normal wear and tear.
Order Changes, Important Notes & Discounts
Changes after ordering and discount exclusions.
Change of Mind or Mistake
If you change your mind or made a mistake while your order is still in process, we will try to make the necessary adjustments. If the order is already partway through production, we will let you know about any additional costs based on the work already completed.
Custom-made items that have already been shipped or delivered cannot usually be changed or returned, but please contact us and we will do our best to assist.
Important Notes
- Please keep the original packaging in case the item needs to be returned.
- Our delivery insurance covers damage reports made within 24 hours of receipt.
- We cannot guarantee identical colour matches for products ordered at different times due to material variations.
- Please check your cart and order receipt carefully before placing an order.
Discount Exclusions
Items on sale or clearance, packaging materials, bulk packs, gift cards and plaques are excluded from discounts. Trade discounts and coupon discounts cannot be used in conjunction with each other.
Privacy & Security Policy
How personal information is collected, used and protected.
Frameshop.com.au values your privacy and takes reasonable steps to keep the personal information you provide to us secure.
- We collect personal information only when you voluntarily provide it, usually when placing an order or contacting us.
- The information you provide is used to process and fulfil your order.
- We do not sell personally identifiable information to third parties.
- If you would like your information removed from our records, please contact us and we will use reasonable efforts to do so.
- Orders and personal information are protected using SSL encryption.
Terms & Conditions
Website use, pricing, availability and customer-supplied content.
Pricing and Availability
- All payments made to Frameshop, or displayed on the Frameshop website, are in AUD.
- Frameshop.com.au makes significant efforts to ensure website information and pricing are accurate.
- Frameshop reserves the right to alter any information or price at any time.
- If an order is placed for a product with an incorrect price or description, the customer will be offered a full refund or the option to pay the corrected price.
Acceptable Website Use
- You must not use Frameshop.com.au in any way that is illegal under Australian law or may cause harm to Frameshop.com.au or its users.
- You must not collect or redistribute information or images available on Frameshop.com.au without authorisation.
- You must not upload or transmit unsolicited advertising, spam, software viruses or false or misleading information.
- You must not disrupt or interfere with the security of this website or any other user's enjoyment of the website.
User-Submitted Content
By uploading content, you represent and warrant that you have the lawful right to reproduce and distribute it and that it complies with applicable laws and regulations.
Frameshop may review submitted content and may refuse work on any order containing content that violates these terms or is otherwise objectionable to Frameshop.
Copyright
Ownership and permitted use of site images, designs and content.
All images and designs used on this website are the property of Frameshop or the relevant copyright owners who have authorised their use. You must not use, reproduce, modify or distribute images or content from this website in any form without written authorisation from Frameshop.