Our Policies

Returns & Refunds

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. Please note that all return-related expenses are the responsibility of the customer. Due to the handmade and custom nature of our products, returns 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. However, colour variations may occur due to differences in device calibrations. We cannot be held responsible for minor colour variations, but for significant discrepancies, please send us a picture for further assessment.

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 it is unsafe. In such cases, the courier may attempt re-delivery or provide alternate instructions for collection.

Please note that if a parcel is left at your door, we cannot provide any warranty or insurance against missing or stolen items. You must explicitly request 'Signature Required' in the order comments or by contacting us if you would not like the parcel left unattended at time of delivery. This policy does not affect our damage in transit or faulty issue guarantees.

Damaged Goods

We understand that shipping fragile items can sometimes result in damage. If you receive a damaged item, please contact us within 24-48 hours of receiving the parcel. We will work with you to rectify any issues, which may include a refund, exchange, credit, or repairs.

For damage reports, please email us with the following details:

• Order Number
• Description of Damage/Defect
• Attached Images of Damage/Defect

Please keep the damaged goods and their packaging, as they may need to be collected by the courier for insurance assessment.

Minor Damage/Defect

For minor damage, we offer free repairs or replacements of the damaged components.

Major Damage/Defect

For major damage, we offer a full replacement or a full refund of the damaged item.

Glass Damage

If the glass is damaged, we offer a free upgrade to acrylic plexiglass as a replacement. Acrylic is durable, lightweight, UV-resistant, and virtually indistinguishable from glass once framed. Alternatively, we can refund the glass price charged, allowing you to source a replacement locally.

Change of Mind or Mistake

While Order is 'In Process'

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 partway through production, we will notify you of any additional costs based on the work already completed.

Order Shipped or Delivered

Unfortunately, we cannot accept returns or make changes to custom-made items that have already been shipped or delivered. However, please contact us, and we will do our best to assist you.

Important Notes

• Please keep the original packaging in case you need to return the item.
• You will need access to a printer to print any return labels provided.
• 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.
• Always check your cart and order receipt thoroughly to ensure accuracy before placing your order, as replacements for custom-made items can be expensive.

For more details on our delivery lead times and information, please view our Shipping Information.

Your satisfaction is important to us. If you encounter any issues with our products or during transit, please let us know, and we will work to resolve them quickly and efficiently.

Discount Exclusions

Excluded from any discounts are any items on sale or clearance, acrylic glass prints, packaging materials, bulk packs of products, gift cards or plaques. Trade or coupon discounts cannot be used in conjunction with each other.

Privacy & Security Policy

Frameshop.com.au values your privacy as much as you do. We ensure your personal information supplied to us is kept private. We only ask for your details when you make a purchase via our website. The details you provide us are used strictly to fulfill your order and never passed on.

Frameshop.com.au will not collect any personally-identifiable information about you (that is, your name, address, telephone number, or email address) unless you provide it to us voluntarily.

If you do not want your personally-identifiable information collected, please do not submit it to us. If you have already submitted this information and would like for us to remove it from our records, please contact us. We will use reasonable efforts to delete your information from our existing files.

Frameshop.com.au will not sell personally-identifiable information to third parties.

Frameshop.com.au protects all orders and personal information using SSL (Secure Socket Layer) technology and accepts payments over SSL encryption

Terms & Conditions

By using Frameshop.com.au you agree to the following terms & conditions:

• Frameshop.com.au puts significant effort into making sure the website information and prices are accurate & correct.
• Frameshop reserves the right to alter any information or price at any time. When incorrect information is identified frameshop.com.au will update it as soon as possible.
• In the event that an order has been placed for a product that has an incorrect price or product description the customer will be offered a full refund or the customer can opt to pay the corrected price.
• Frameshop.com.au puts significant effort into making sure that all stock shown on the website are available. But frameshop.com.au does not guarantee that some products will be available at the time of ordering.
• You must not use the frameshop.com.au website in any way that is illegal under Australian law or in any way that may cause harm to frameshop.com.au or it's users.
• Frameshop reserves the right to block access to the website where inappropriate behave has been detected.
• You must not collect or redistribute the information or images available on the frameshop.com.au website, either by data-mining or other methods.
• You must not upload, email or otherwise transmit any materials including but not limited to text, data, sketches, photos, drawings, graphics, digital images, and related visual compositions or any of these elements in combination as a design for products available on this site or otherwise contents that are unlawful, harmful, threatening, abusive, vulgar, harassing, defamatory, obscene, pornographic, indecent, inflammatory, libelous, tortious, hateful, or racially, ethnically or otherwise objectionable, or invasive of another's rights including but not limited to rights of celebrity, privacy and intellectual property.
• You must not impersonate any person or entity or falsely state or otherwise misrepresent your affiliation with a person or entity.
• You must not upload, email or otherwise transmit any content that may infringe any patent, trademark, trade secret, copyright or other intellectual or proprietary right of any party. By uploading or transmitting any content, you represent and warrant that you have the lawful right to reproduce and distribute such content and that the content complies with all applicable federal, state and local laws, regulations and ordinances.
• You must not upload, email or otherwise transmit any content that would constitute or encourage a criminal offense, violate the rights of any party, or that would otherwise create liability or violate any local, state, national, or international law.
• You must not upload, email or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, junk mail, spam, chain letters, or any other form of solicitation.
• You must not upload, email or otherwise transmit any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment.
• You must not upload, email or otherwise transmit false or misleading information.
• You must not disrupt or interfere with the security of, or otherwise abuse, this website, or any services, system resources, accounts, servers, or networks connected to or accessible through this website or affiliated or linked websites.
• You must not access, tamper with or use non-public areas of the Site. Unauthorized individuals attempting to access these areas of the website may be subject to prosecution.
• You must not disrupt or interfere with any other user's enjoyment of this website or affiliated or linked websites.
• Upon uploading contents, You must acknowledge that Frameshop may review your content for adherence to our guidelines and compliance with the terms set forth in this agreement. Without limiting the foregoing, Frameshop shall have the right to reject to perform work on an order on any content that violates the terms or is otherwise objectionable to Frameshop.
• You agree that you must evaluate, and bear all risks associated with, the use of any content. In this regard, you acknowledge that you may not rely on any content, created by or submitted to, Frameshop. You acknowledge and agree that you are responsible for the creation and compilation of your content, and that neither Frameshop nor any other party involved with the production of any product incorporating such content, assumes that responsibility. Frameshops production of any product depicting your content does not indicate that Frameshop approves of the content, that the content obeys all applicable laws, or that you are absolved of any liability or harm arising from the use of the content.
• You acknowledge and agree that Frameshop may preserve content and may also disclose content if required to do so by law or in the good faith belief that such preservation or disclosure is reasonably necessary to.
• You comply with legal process; enforce the Agreement; respond to claims that any Content violates the rights of third-parties; or protect the rights, property, or personal safety of Image kind, its users and the public.
• You agree that for any delivery made by Frameshop that you accept the Conditions of Carriage, please contact us for more information.

Copyright

All images and designs used on this website are the property of Frameshop or of the copyright owners from which Frameshop has express authorization. You must not use, reproduce, modify or distribute images or content from this website in any form without written authorization from Frameshop. The customer undertakes that all text and images delivered to Frameshop for inclusion in the artwork will not infringe any copyright, trademark, registered design or other proprietary right of any third party and shall not be defamatory or otherwise render Frameshop open to legal action. Should Frameshop suffer any financial loss as a result of action taken against us by a third party who has had their rights infringed or has been defamed, the customer is liable to reimburse the amount of such loss to Frameshop.