FAQ

How can I contact you if I have a question before placing my order?

The best way to contact us is by email. Monday-Friday 9.00am-5.00pm

How long will it take for my order to arrive?

This will depend on what you ordered and your location. We currently have a turn around time of 5-10 working days plus shipping. If there are any delays at our end, we will let you know.

Do your prices include GST?

Yes, all our prices are GST inclusive.

Do you have a shop?

No, we are a home based business.

What if I place an order and then change my mind?

If we haven't started on your order, we will offer a full refund or amend your order. If your order has already been started, then we cannot offer a refund.

What is your returns policy?

Every frame/print is made to your specifications, therefore we cannot offer a refund on any correctly supplied items.

What if my item arrives damaged?

In the event that your frame arrives damaged, you will need to inform us within 48 hours making sure you retain all packaging. Please email us with an explanation and photographic evidence so we can make a claim with our courier company. Once we have observed the damage we will then replace it for you as per your original order. Sometimes it's not worth us retrieving the damaged frame so we may ask you to dispose of it through your rubbish and recycling.

Why do you use for glazing?

We use a 3mm clear perspex for all frames. Perspex is much more suitable for shipping purposes and contains UV properties and looks exactly the same. Your frame will arrive with a 'sticky' for you to peel off on one side or both sides (if just a frame with no print).

How do you clean perspex?

Perspex can scratch easy, so use a soft dry lint free cloth.

How do you package your items?

We use a combination of bubble wrap and corrugated cardboard. Sometimes your packaging might look a bit 'ugly' but that's because we like to reuse any packaging material we have around the workshop. Our cardboard is recyclable and our eco bubble wrap is soft plastic recyclable - with bins at supermarkets and other such places.

Are all of the frame mouldings you offer in stock at all times?

We don't hold stock in every frame outside of our three colours (black, white, natural) in our three main profiles (narrow, high, wide). Anything outside of these profiles we order to suit. Due to COVID there have been supply issues so we constantly keep an eye out on our supplies to make sure we are only listing mouldings we can get. We vary our range and can offer a massive range outside of what is on our website. Touch base with us if you're after something else.

How do I hang my frame?

We use sawtooth hangers for all our frames. We prefer them over string as they keep frames straight. If your frame is over a certain size, we will use two hooks - one on each corner. For two hooks you'll need a level to get your hooks in the right place. We recommend the Command Sawtooth Hangers available from Mitre 10 and other hardware stores.

Do you offer other sizes not listed on your website?

Yes, just flick us an email with what you're after and we'll see if we can accommodate your size.

How do I pay?

By visa, mastercard or Laybuy. We have Laybuy as an option when you go through the checkout process.