Terms & Conditions
Terms & Conditions
I have received an incorrect item, what should I do?
Firstly, please make sure the product is incorrect. Important: If you are still in doubt, please contact us telephone or email BEFORE opening the product packaging. Unfortunately, we cannot exchange any product where the packaging has been opened.
Products must be returned with the original packaging, unused. All other returns/replacements/refunds are purely at the discretion of Fram That. This does not affect your statutory rights.
I have returned an item using the correct returns procedure, when can I expect my replacement / refund?
Once we receive your returned item, we aim to despatch the replacement product or issue a refund (whichever you have requested) within 2 working days. In addition, a refund will take 2 - 3 days before appearing on the card used to purchase the item.
Please contact our office at 0208 507 2751. We can usually resolve these problems over the phone within a few minutes.
Can you ship to an alternate delivery address to the registered Card Holder\'s address?
Yes, in most instances we can ship to a different delivery address. However, some high value orders will only be shipped to the card holder address. Also you must enter the registered Credit / Debit Card Holder\'s address correctly as the billing address of your order. This must be the address your Credit / Debit card company holds on its records. We recommend that you only set a different delivery address as a clearly defined work address (with company name where applicable). Due to the dangers of Credit Card fraud, alternate shipping addresses that are residential addresses may delay the despatch of your order as we confirm your details.
My order is due for delivery today what time will it be delivered?
If you are expecting a courier delivery today (Monday - Friday), your goods can be delivered up until 5.30pm. We are unable to obtain estimated delivery times from the courier.
What happens if I am not in when a delivery attempt is made?
If your order has been shipped via a courier, they should leave a card on their first delivery attempt. They will then reattempt delivery the following day. If no one is still available, they will return your parcel to the local depot and await you arranging a convenient day for delivery (excluding weekends) or arranging a pick-up from your local depot. They will hold your parcel for a maximum of 5 working days
How to order from the website ?
Each product is located in the relevant section of the shop. All bespoke requests should be made wither through the sections labelled or through the contact page.
All products are different in their selections so please be careful when ordering. If your order is subject to personalisation, you will have to enter this inside the tick box within the product selection area. Any canvas print orders must be sent along with your requested image to be printed via the upload feature within the selection screen. Any issues with ordering please give us a call.
DAMAGED AND LOST GOODS
If the Box arrives and looks and sounds fine, you have until 5pm the following working day to report any damages. Could you please photograph the damage incase we need proof for the insurance claim.
If the Box arrives and it is damaged and you sign for it as damaged you have two weeks to notify us of these damages. Could you please photograph the damage incase we need proof for the insurance claim.
Enjoy shopping at FrameThat.co.uk