Shipping & Delivery

How your order is prepared

Each piece is glazed, framed and finished by hand, then packed for transport: the face is protected, the corners are reinforced, and the frame is suspended away from the walls of the carton so that an impact to the box is not an impact to the artwork.

Every order leaves us fully assembled and ready to hang. Nothing needs to be built at your end.

Dispatch times

Two fulfilment routes apply, and the one that applies to a product is shown on that product’s page — before you add it to your basket — and again in your basket and at checkout.

Dispatch windows are counted in business days from the point at which your order is accepted and any personalisation is confirmed. They describe when the parcel is handed to a carrier, not when it arrives — transit time is additional and depends on your destination.

If an order contains items with different statuses, we may hold the order and ship it complete, or ship in more than one parcel, whichever gets your pieces to you safely. You are never charged twice for shipping because we chose to split a shipment.

Where we ship

We ship worldwide, to destinations where a suitable carrier and a safe delivery service are available for a fragile, glazed, framed product.

Worldwide availability does not mean every country can always be served. Some countries, regions, remote locations and individual addresses may be unavailable — permanently, or temporarily because of carrier capacity, route suspension, customs restrictions, or conditions on the ground.

If your country does not appear at checkout, or no shipping option is offered for your address, it means we currently have no carrier able to take a fragile shipment there safely. You are welcome to contact us at info@framed-and-famous.com — we will tell you honestly whether we can find a route, rather than accept an order we cannot fulfil.

Orders we may decline on safety grounds

We may decline or cancel an order where no carrier can provide appropriately safe transportation for the product to your address. Where that happens we will contact you, explain the position, and refund you in full. We would rather return your money than send a fragile piece on a journey it is unlikely to survive.

How the carrier and service are chosen

We do not use a single fixed courier. The carrier and the service level are chosen per shipment, so that each piece travels the way it is most likely to arrive intact. We weigh:

• the destination country, region and address type;
• the dimensions and weight of the packed parcel;
• the value of the goods, and the insurance cover available for it;
• the fragility of the piece and the handling the route involves;
• which carriers actually serve the destination, and how reliably;
• whether safe transportation can reasonably be provided at all.

The carrier that will handle your parcel is confirmed in your dispatch notification, together with the tracking reference. If you need to know in advance — for example because your building only accepts certain carriers — contact us before ordering and we will tell you what is likely, or note a requirement on your order where we can accommodate it.

Shipping costs

Shipping is charged separately from the product price and depends on your delivery country.

The cost that applies to your order is calculated and displayed at checkout, once you have entered your delivery address, and again in the order summary before you pay. You will never be asked to pay a shipping charge you did not see and approve first.

A shipping estimate is also available from the basket page, so you can check the cost to your country before starting checkout.

Because cost depends on destination, we do not publish a price list here: the figure shown at checkout for your own address is the one that applies.

Customs duties, import taxes and local charges

We ship from Switzerland. When a parcel crosses a customs border, the destination country may levy charges before it will release the shipment.

• Customs duties, import VAT or sales tax, brokerage, disbursement and handling fees, and other local charges may apply.
• These are not included in the amount you pay us, and they are generally your responsibility as the importer, unless the checkout expressly states otherwise for your destination.
• The amount is set by your country’s authorities and its carrier’s tariff, not by us. We cannot calculate, quote, absorb or refund it.
• The carrier will normally contact you to collect any charge before delivery.
• We declare shipments accurately, with the true description and value of the goods. We cannot mark an order as a gift, understate its value, or misdescribe its contents.

Customs authorities may open and inspect a shipment. Clearance can add time, and neither we nor the carrier control how long it takes.

If a parcel is refused, unclaimed or returned because import charges were not paid, we can refund the goods once they are back with us and have been inspected, less the outbound shipping, any return shipping, and any charges levied on us. Please check what your country charges on imported goods before you order — it avoids an unwelcome surprise on the doorstep.

Tracking your order

When your order is dispatched we email you a notification with the carrier and the tracking reference. Tracking is followed on the carrier’s own website.

A new tracking number can take up to a full business day to appear, and cross-border shipments often show no movement while they sit in customs. That gap is normal and does not mean anything is wrong.

If tracking has not updated for several business days, or shows delivered when nothing has arrived, contact us at info@framed-and-famous.com with your order number and we will open an enquiry with the carrier.

Delivery estimates are estimates

We do not offer guaranteed or dated delivery, and we do not promise a delivery date. Any timescale we give is an estimate made in good faith, and it may be affected by:

• production workload and the complexity of your personalisation;
• customs clearance in the destination country;
• carrier delays, route disruption, and network congestion at peak periods;
• delivery to a remote, island or restricted-access location;
• weather, industrial action, and other circumstances outside our reasonable control;
• an incomplete or incorrect delivery address, or a failed delivery attempt.

If something is going materially wrong with your order, we would rather tell you than let a date slide quietly. Where a delay is significant we will contact you, and where any part of your order has not yet entered production you may cancel that part for a refund.

When your parcel arrives — please inspect it

Our products are fragile, and the few minutes you spend at the door are the most valuable minutes in the whole process.

• Inspect the outer packaging before you accept the shipment.
• Look for crushed corners, tears, punctures, broken seals, wet packaging, and visible deformation.
• Open and inspect the parcel in the courier’s presence whenever the courier permits it.
• If damage is visible, ask the courier to record it or to prepare a damage report.
• Photograph everything before you unpack further — and keep all packaging.

Not every courier will wait while you unpack, and you are not penalised if yours does not. If you cannot inspect the contents at the door, document the parcel immediately after delivery instead.

The full step-by-step procedure, and what we need in order to act on a claim, is set out in Returns & Damages.

Delivery addresses and failed deliveries

Please make sure your delivery address is complete and correct, including any apartment, floor, building or company name, and give a contact number at checkout if your address is hard to find — the carrier uses it to arrange delivery.

We can usually amend an address only before dispatch, and only if you tell us quickly. Once a parcel is with the carrier, any change is at the carrier’s discretion and may not be possible.

If delivery fails because the address was wrong or incomplete, or because the parcel was not collected from a depot within the carrier’s holding period, the parcel is returned to us. We will contact you to arrange redelivery; the cost of redelivery is payable by you.

We deliver to residential and business addresses. Some carriers and destinations do not accept post office boxes or similar addresses for a parcel of this size.

Questions about shipping

Email info@framed-and-famous.com or use our contact form. Please include your order number where you have one — it lets us answer in one reply rather than three.