FAQs
Find clear answers about orders, delivery, returns, payments and frame support. If you still need help, our team usually replies within 24 hours.
Order issues FAQs
Help with cancellations, damaged items, missing deliveries, address changes and order tracking.
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. Shipping charges are on us, both for the returned item and the replacement.
If you received a damaged or defective product, please reach out within 30 days from the date you placed your order so we can replace it for you. Email info@framesplus.co.uk with your order number and photos of the damage or defect.
I haven't received my order
You can find details about shipping windows per product type by visiting our shipping information page. If the expected window has passed, please contact us with your order number.
I've only received part of my order, when will the rest ship?
Do not worry if you have only received part of your order. Due to differing ship times across our products, your items may arrive at different times. As soon as a label is printed for the remaining items, you will receive an email with a new tracking number.
I received an incorrect item
Our standard for quality is uncompromising. However, if we ship the wrong item, we will take care of it quickly and at no cost to you. Please reach out within 30 days from the date you placed your order at info@framesplus.co.uk.
How can I track my order?
Once your order is shipped, you will receive a shipping notification with tracking information. You can also access tracking by logging into your account and selecting the relevant order number.
Address change
If you need 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, we can edit the address for you.
If your order has already shipped, we will be unable to edit the shipping address. If the order is returned due to a wrong or insufficient address, the customer is responsible for return shipping. You can change 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 so 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 verify the order was shipped to the correct address, but the customer is responsible for contacting local authorities to report stolen packages.
Shipping FAQs
Delivery timing, tracking emails, split shipments and international shipping information.
When will my order ship?
All orders are processed as soon as possible, and we do our best to complete the oldest orders first. Please check 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. We hope to offer this service in the future for customers who need to rush an order.
How are my items shipped?
Your items are picked and packed in the order they are received. Certain product types do not ship together. If you receive a partial order, please know we are doing our best to ship the remainder 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. If your order is split into separate packages, you will receive separate shipping notifications for each package.
Can I change my shipping information?
If you need to change your shipping address, contact Customer Service as soon as possible with your order number and updated address. If your order has not been prepared for shipment yet, we can edit it for you. If it has already shipped, we cannot change the address.
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. As soon as a label is printed for the remaining items, you will receive an email with a new tracking number.
Do you offer international shipping?
We currently offer international shipping to Canada. Other international destinations are not available at this time.
General FAQs
Answers about standard frame sizes, payment options and discount codes.
Do you sell standard ready-made frame sizes?
Yes. We sell ready-made frame sizes in a range of finishes, mounts and plexiglass options. Use the size guide to match your print to the closest standard size.
What payment options do you accept?
We accept all major credit cards and 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 unless stated; the code must be entered at checkout. Discount codes cannot be combined with any other offer and cannot be applied to previous purchases.
If an item 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 means the item is now considered sale or clearance and cannot be returned.