Our Returns Promise
A Fair & Simple
Returns Policy
We want you to enjoy your FrameOra purchase with complete confidence. If you experience a problem with your order, we’ll work with you to resolve it quickly and fairly.
Our Returns & Refunds Policy explains when returns are accepted, how refunds are processed and what to expect for custom-made products.
Return Eligibility
What Can Be Returned?
Standard Products
You may request a return if:
- The product arrives damaged
- You receive the wrong item
- The product has a manufacturing defect
- The item is unused and returned in its original condition (where applicable)
Custom-Made Picture Frames
Because custom frames are manufactured specifically to your chosen size, colour and material, they generally cannot be returned simply because you’ve changed your mind once production has begun. This reflects common practice for made-to-order framing products. However, we’ll always help if:
- Your frame arrives damaged
- The wrong product is supplied
- There is a manufacturing fault
- Your order differs from the approved specification
Damaged or Incorrect Orders
If Your Order Arrives Damaged or Incorrect
Our support team will review your request and arrange an appropriate resolution.
I
Contact Us
Get in touch as soon as possible and include your order number.
II
Share Photos
Provide clear photographs of the product, the packaging and the shipping label.
III
Review & Resolution
We review your request and arrange the right outcome for you.
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Order Changes & Cancellations
Need to Make a Change?
Before Production Starts
If production hasn’t started, we’ll do our best to modify or cancel your order.
After Production Starts
Once a custom-made frame has entered production, changes or cancellations may no longer be possible.
Refund Process
When a Refund Is Approved
Non-Returnable Items
Items Generally Not Eligible for Return
For hygiene, safety and made-to-order reasons, the following items are generally not eligible for return unless faulty or supplied incorrectly:
How to Request a Return
What to Include
- Your full name
- Order number
- Email address
- Reason for return
- Supporting photographs (if applicable)
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Return Shipping
Arranging Your Return
If the return is due to damage, a manufacturing defect or an incorrect item supplied, FrameOra will advise you on the return process.
For other eligible returns, return shipping arrangements will be explained once your request has been reviewed.
Frequently Asked Questions
Frequently Asked Questions
Custom-made frames are generally non-returnable unless they are faulty, damaged or incorrectly supplied.
Please contact us promptly with photographs of the product and packaging so we can assess and resolve the issue.
Yes—provided production has not yet begun. Once manufacture starts, custom orders may not be eligible for cancellation.
Once approved, refunds are issued to your original payment method. The time for the funds to appear depends on your payment provider.
Why Shop with FrameOra
Why Shop with FrameOra?
Need Help?
If you’re unsure whether your order qualifies for a return or replacement, our customer support team is happy to help.