Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer an exchange under any eventuality.
Fraems is a made-to-order service, therefore we cannot accept refunds based on a change of heart or in exchange to swap a print or frame for a different configuration.
We will accept exchanges based on the assumption that your order was completed correctly but then wrongly dispatched through fault of our own. In which case we accept responsibility and will work with you to ensure the safe return of the item/s so that we can exchange it without any further costs for you. To be eligible for this return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your order is damaged, we will require photographic proof of any damage to the item/s ahead of their return to us. Once we have reobtained the item/s, a replacement of the identical print/frame will be issued.
To complete your return, we require a receipt or proof of purchase.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: firstname.lastname@example.org
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you will need to contact the buyer directly to organise the return of the item/s. We can only deal directly with the card-holder who purchased the order.
To return your product, you should mail your product to:
12 Benyon Wharf
295 Kingsland Road
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £180, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You are solely responsible if the item/s being returned become lost in transit.