Returns, Damages & Claims
Last updated:
Most of what we make is personalised or built to order, which affects what can be returned. This page sets out exactly what applies in each situation — a change of mind, a cancellation before production, a fault, a mistake on our side, or damage in transit — and how to document a damage claim so we can act on it.
The short version
Different situations are treated differently, and it matters which one you are in:
| Situation | What applies |
|---|---|
| You changed your mind about a personalised or made-to-order item | Not accepted once production has started — the piece was built to your specification and cannot be resold. |
| You want to cancel before production begins | May be reviewed and may be accepted, but cannot be guaranteed. Contact us immediately. |
| The item was produced incorrectly | We put it right — see below. |
| The item is defective | We put it right — see below. |
| The item was damaged in transit | Document it as described below and contact us as soon as possible. |
| You received the wrong item | We correct it at our cost. |
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection law. Depending on where you live, you may have statutory rights in addition to those described here, and those rights are unaffected by anything stated on this page.
Change-of-mind returns
Most of what we sell is personalised, customised or made to order — built to a specification you chose, after you ordered. A piece carrying a particular name, number, frame colour or size configuration has no second buyer.
For that reason, change-of-mind returns, exchanges and cancellations are not accepted for personalised, customised or made-to-order products once production has started.
Take a moment before you order: check the personalisation values, the frame colour and the size on the product page, and check them again on your order confirmation. If something looks wrong on the confirmation, tell us straight away — the earlier you reach us, the more we can do.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection law. Depending on where you live, you may have statutory rights in addition to those described here, and those rights are unaffected by anything stated on this page.
Cancelling before production begins
If you want to cancel, contact us immediately at info@framed-and-famous.com with your order number and the reason. We will check the status of the order.
- If production genuinely has not started, we will review the request and, where we can, cancel the order and refund you in full.
- If production has started, or materials specific to your piece have already been committed, we cannot cancel it.
- Cancellation cannot be guaranteed. Production on a made-to-order piece can begin shortly after an order is accepted, and once it has, the position is fixed.
We do not treat a cancellation request as a nuisance. But we also will not promise a window that does not exist — please contact us rather than assume there is time.
Defective or incorrectly produced items
This is different from changing your mind, and the restriction above does not apply to it.
Incorrectly produced means the piece does not match what your order recorded — a misspelled name we were given correctly, the wrong number, the wrong frame colour, the wrong size. Defective means a fault in materials or workmanship — a failure in the frame construction, the glazing, the mounting or the finish, that is not the normal variation described in our Terms & Conditions.
Contact us at info@framed-and-famous.com as soon as you notice it, with your order number, a description of the problem, and clear photographs showing it — the whole piece in one image, plus close-ups of the affected area.
We will assess it and, depending on the circumstances and on what applicable law requires, put it right by repair, replacement, or a refund. Where we ask you to return the item, we cover the cost of return and give you instructions for packing it safely. Please do not send anything back before we have confirmed the arrangement.
An error in personalisation content that you submitted — a name you typed incorrectly — is not an incorrect production. What we make is what your order records.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection law. Depending on where you live, you may have statutory rights in addition to those described here, and those rights are unaffected by anything stated on this page.
If you receive the wrong item
Contact us at info@framed-and-famous.com with your order number and a photograph of what arrived, including any label or documentation in the parcel.
We will arrange the return of the item sent in error at our cost, and send the correct one. Please keep the item and its packaging as received, and do not use it, until we have agreed the arrangement.
Damage in transit — what to do
Framed, glazed pieces are fragile. We pack them to survive normal handling, but transport is transport, and occasionally something arrives damaged.
Documenting the parcel properly is what makes a claim work. Without it, a carrier will usually reject the claim, and we have far less to work with when assessing your case. Please follow all of the steps below.
- Inspect the outer packaging before you accept the shipment. Do this while the courier is still with you, before signing anything, whenever that is possible.
- Look for the tell-tale signs of rough handling: crushed or compressed corners, tears, punctures, broken or re-applied seals and tape, wet or stained packaging, and any visible bulging or deformation of the box.
- Open and inspect the parcel in the courier’s presence whenever the courier permits it. Not every driver will wait, and you are not required to refuse the parcel if they will not — see the note below.
- Ask the courier to record the visible damage or to prepare a damage report, and note the reference of that report if one is issued.
- Photograph the unopened parcel from every side — all six faces, including the base.
- Photograph the shipping label clearly enough that the tracking number is legible.
- Photograph the damaged packaging, both the overall box and close-ups of each damaged area.
- Photograph the protective materials inside the parcel as you find them, before removing them.
- Photograph the damaged product — the whole piece in one frame, plus close-ups of every affected area.
- Keep all packaging — outer box, inner protection, corner protectors and any inserts — until the claim has been resolved. Carriers routinely ask to inspect it, and disposing of it early can end a claim.
- Contact us as soon as possible at info@framed-and-famous.com, or through our contact form, with the photographs and your order number.
If the courier will not wait. Many will not, and that is not your fault. Your rights do not depend on a courier agreeing to stand at your door while you unpack. Inspecting the contents in the courier’s presence is strongly recommended whenever it is possible — but where it is not, photograph and document the parcel immediately after delivery instead, before opening it further, and tell us as soon as you can.
How we handle a damage claim
Once we have your documentation we assess the case, and where the evidence supports it we submit a claim to the carrier.
Where transport damage is confirmed and properly documented, we may — depending on the circumstances, the extent of the damage and what applicable law requires — arrange a replacement, a repair, a refund, or another appropriate remedy. We will tell you which, and why.
- Report visible transport damage as soon as possible. Carriers impose short deadlines for damage notification, and a late report can end a claim before it starts.
- Keep all packaging until the claim is resolved. Carriers frequently ask to inspect it.
- We cannot guarantee that a carrier will accept any given claim — that decision is theirs.
- The remedy we offer you is assessed on the merits of your case and on applicable law. It is not made conditional solely on the carrier agreeing with us.
Incomplete documentation does not automatically end a claim, but it does limit what can be established. Send us what you have, as early as you can.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection law. Depending on where you live, you may have statutory rights in addition to those described here, and those rights are unaffected by anything stated on this page.
Refunds
Where a refund is due, it is made to the original payment method used for the order. We process it once the resolution is agreed and, where an item is being returned, once it has arrived and been inspected.
How quickly the money reaches you after we issue the refund depends on your payment provider and your bank, and that part is outside our control.
Where a refund follows a shipment refused or returned because import charges were not paid, we deduct the outbound shipping, any return shipping and any charges levied on us, as set out in Shipping & Delivery.
We do not promise remedies we cannot deliver. What we will do is look at your case properly, explain our reasoning, and act on it.
Making contact
Email info@framed-and-famous.com, or use our contact form — the form accepts image attachments, which makes it the easier route for a damage claim.
Please include: your order number, what is wrong, when the parcel arrived, and your photographs. Everything in one message means we can start work on the first reply instead of the third.