Here are a handful of frequently asked questions. If you don't see the answer to your question here, please feel free to reach out by opening a support ticket with one of our customer service agents so we can help answer your questions!

ORDER ISSUES FAQS

- CANCELLATIONS

Due to our highly automated process, orders go immediately into production. Once your order has been submitted, it is not possible to cancel.

- MY ORDER WAS DAMAGED IN TRANSIT OR HAS A MANUFACTURER DEFECT

We know how frustrating this situation can be. If we made a mistake, or your item was damaged in transit, we'll take care of it. And don't worry – shipping charges are on us, both for the returned item and the replacement.

If you received a damaged or defective product, please reach out to us within 30 days from the date you placed your order so we can replace it for you. You can reach us at info@framesplus.co.uk. It would be helpful if you could provide us with your order number and photos of the damage or defect.

- I HAVEN'T RECEIVED MY ORDER

You can find details about our shipping windows per product type by visiting our Shipping Info Page,

- I'VE ONLY RECEIVED PART OF MY ORDER, WHEN WILL THE REST SHIP?

Don't worry if you've only receieved part of the order that you've placed, we haven't forgotten about it! Due to differing ship times across our products your items may arrive at different times since we like to get them out to you as soon as they become available - as soon as a label is printed for the items you're expecting, you will receive an email with a new tracking number for that shipment!

- I RECEIVED AN INCORRECT ITEM

Our standard for quality is uncompromising. However, sometimes we do make a mistake and ship the wrong item(s). If you happen to receive an incorrect item from us, don't worry - we'll take care of it quickly and hassle-free at no cost to you!

Please reach out to us, within 30 days from the date you placed your order, at info@framesplus.co.uk and we’ll be happy to help.

- HOW CAN I TRACK MY ORDER

Once your order is shipped you will receive a shipping notification that contains tracking information for the item. You can also access this information by logging into your account and selecting the order number in question.

- ADDRESS CHANGE

If you're needing to change your shipping address, please reach out to our Customer Service team as soon as possible with your order number and updated address information. If your order has not been prepared for shipment yet, our Customer Service team will edit your address for you. If your order has already been shipped, we will be unable to edit the shipping address for you. However, we would be happy to assist as best we can at that time.

If the order is returned to us due to wrong or insufficient address, the customer is responsible for return shipping.

You can change your saved addresses at any time by updating your account information.

- LOST OR STOLEN PACKAGES

If an order does not reach the intended address and is deemed lost, we will contact the carrier and report the package so that an investigation can begin. If the order cannot be located, a new order will be sent to the customer within 7 days.

We are not responsible for stolen packages once they are delivered by the carrier. We will contact the carrier to verify that the order was indeed shipped to the correct address, but the customer is responsible for contacting the local authorities to report stolen packages. We are not liable for stolen packages and will not issue a replacement or refund of the stolen items.

SHIPPING FAQS

- WHEN WILL MY ORDER SHIP?

All orders are made to order. This means that your order will not be created until it has been submitted. Your order will be processed as soon as possible, but we do try our best to complete the oldest orders first. Please take note of the shipping time frame listed in the description for each product. Most orders ship within 3-7 business days from the time your order is received.

- DO YOU OFFER MULTIPLE SHIPPING OPTIONS?

Unfortunately we do not offer expedited shipping at this time. However, we hope to offer this service in the future to better serve our customers who need to rush an order.

- HOW ARE MY ITEMS SHIPPED?

Your items are picked and packed in the order that they are received. There are certain product types that do not ship together. For instance, if you ordered a wood-framed sign and a wood wall photo, those items will be split and shipped separately. If you receive a partial order, please know that we are doing our best to ship the remainder of your items in a timely manner and as close to the other items as possible.

- DO YOU PROVIDE TRACKING INFORMATION FOR MY ORDER?

Yes. Once your order has been fulfilled you will receive a shipment notification by email. This email will be sent to the address you used when you placed the order and will include a tracking number. If you ordered multiple items there is a chance that the items could be split and shipped in separate packages. We do our best to ship all of your items as close together as possible. If your order is split, you will receive separate shipping notifications per package.

- CAN I CHANGE MY SHIPPING INFORMATION?

If you're needing to change your shipping address, please reach out to our Customer Service team as soon as possible with your order number and updated address information. If your order has not been prepared for shipment yet, our Customer Service team will edit your address for you. If your order has already been shipped, we will be unable to edit the shipping address for you. However, we would be happy to assist as best we can at that time.

If the order is returned to us due to wrong or insufficient address, the customer is responsible for return shipping.

You can change your saved addresses at any time by updating your account information.

- I ONLY RECEIVED PART OF MY ORDER. WHEN WILL THE REST SHIP?

Due to differing ship times across our products, your items may arrive at different times since we like to get them out to you as soon as they become available. So, if you've only received part of your order, don't worry - we havent forgotten about it! As soon as a label is printed for the items you're expecting, you will receive an email with a new tracking number for that shipment!

- DO YOU OFFER INTERNATIONAL SHIPPING?

We currently offer international shipping to Canada, other international destinations are not available at this time

GENERAL FAQS

- DO YOU OFFER CUSTOM PRODUCTS?

We sure do! Contact us for any custom size or frame.

- WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept all major credit cards, PayPal.

- DISCOUNT CODES AND PROMOTIONS

Discount Codes and Promotions are offered for a limited time and only one discount code can be used per order. Discounts are not automatically applied to your order unless stated. The code must be entered at check out. If the discount code hasn’t expired and is valid with the items in your cart, the subtotal will be adjusted accordingly once entered. Discount codes cannot be combined with any other offer and cannot be applied to previous purchases. Additional exclusions and restrictions may apply.

If an item that you purchased is discounted or goes on sale within 24 hours of purchase, we will issue a store credit for the difference. Please note that this price adjustment constitutes the item as now being on Sale or Clearance and it cannot be returned.