Frequently Asked Questions

 

+ How can I contact you if I have a question before placing my order?
The best way to contact us is by email. We will get back to you as soon as we can Monday-Friday.
+ How long will it take for my order to arrive?
This will depend on what you have ordered and your shipping location. Please allow 5-10 working days for the manufacture of your frame, and then shipping is an additional 3-5 days (ex. rural). If there is any delay we will let you know.
+ Do your prices include GST?
All our prices are GST inclusive. Please note shipping is added at Checkout. You can see shipping prices here.
+ Do you have a shop?
No sorry, we don't. We are an online business only to keep costs down.
+ What if I place my order and then change my mind?
If we have not started on your order, then we will offer a full refund. However, if we have started your order, we will not be able to. 
+ What is your returns policy?
Every frame/print we make is to your specifications therefore we cannot offer a refund on any correctly supplied items. If we notice something not quite right (like a double mat with massive bottom reveal) we will contact you before we go any further. You can read our Returns policy here.
+ What if my item arrives damaged?
In the unlikely event that your item arrives damaged you will need to inform us within 48 hours of receiving it, ensuring you retain all packaging. Please email us with photos and explaination of damage etc so we can make a claim with our courier company. If you are unable to send photographic evidence via email, we may ask you to return the goods at our expense for inspection. Once we have inspected the goods and deem that the damage was done by a third party (i.e. courier) then we will replace the item as per original order or issue a credit note. Often, it is not worth sending back a damaged item, so we may ask you to dispose of it. We will not be responsible for any damage arising by you, the customer, after delivery. If your item arrives with broken glass, we will replace the glass at no cost to you, but again, we may ask you to dispose of it instead of shipping it back to us. 
+ How do you clean perspex?
With a soft dry cloth. Do not use any abrasives as persepx does scratch more easily than glass.
+ How do you package your frames?
We use a mix of bubble wrap and corrugated cardboard and corners on frames. If you frame is oversized, we recommend using perspex as your glazing to avoid any damage in transit.
+ Are all your frame mouldings you offer on site in stock at all times?
Although we endeavour to stock the most popular frame mouldings, we do not stock every moulding. If we have a moulding out of stock, we will advise of any delay to your order. In the event that we cannot supply the frame moulding you have ordered, we will offer you the nearest alternative or offer a refund. Either way, we'll let you know.
+ How do I hang my framed piece?
All our frames come with sawtooth hooks and screws. Simply measure with a level and screw into the wall. Alternatively, you can use 3M removeable hooks which come in a variety of sizes/styles.
+ Do you offer any other sizes and/or frames other than what's listed on your website?
If you require a print size other than what is listed or a different moulding as to what is on our website, please email and we'll see what we can do. Our shortest size available for printing is 600mm and we can go up to mostly any length.
+ How do I pay?
We use PayPal as our payment gateway. You do not need a Paypal account to pay for your goods. You can also bank by internet banking (06 0153 0389328 44) or Laybuy - see below.
+ Do you have Laybuy?
Yes we do! However, we are unable to integrate it with our website, so we can do it as a stand alone service. Just click on 'Laybuy' in the Check Out and follow the instructions. You can see how it works here.
+ Is my personal information safe with you?
Absolutely! We do not and will not pass on any of our customers' details to any other parties.

 

 


View Terms and Conditions 

NB: By purchasing any item or service from SEPF, 
the customer agrees to all SEPF's Terms and Conditions.