SHIPMENT TIMING

Your Product will be made and shipped for the period of delivery specified at the time you place your offer to purchase, recognizing that the shipment timing may change. Specific information will be provided once the payment has been processed and the order accepted.

SHIPPING COSTS

Shipping costs are calculated during checkout typically based on weight, dimensions and destination of the items ordered but may also be a fixed charge. Payment for shipping will be collected at the time you place your order. This will be your final shipping cost unless you change your ship-to address prior to delivery or a reshipment becomes necessary due to failed delivery.

RETURNS

Learn more about our Return Policy here.

DISPATCH TIME

Orders are made and dispatched ahead of the time period for delivery specified at the time of your offer to purchase and pending our manufacturing schedule.

CHANGE OF DELIVERY ADDRESS

For change of delivery address requests, we are able to accommodate change of address requests any time before the order has been dispatched. However a change of address may require additional shipping costs to be paid.

DELIVERY TIME EXCEEDED

If delivery time has exceeded the forecasted arrival time and we have not contacted you, please contact us so we can conduct an investigation.

DELIVERY RE-SHIPMENT

Should you be unable, after multiple delivery attempts, to receive delivery for any reason resulting in your order being returned to our partner warehouse, a €99 re-shipping fee will be applied to re-send your Framebook.

TRACKING NOTIFICATION

Upon dispatch, customers will receive a tracking link to follow the progress of their shipment based on the latest updates made available by the shipping provider.

PARCELS DAMAGED IN TRANSIT

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for next steps. If you are unable to reject the delivery, make sure your observations are included in a note to the courier prior to sign the delivery. Additionally, kindly document the damage through photos prior taking possession of the shipment.

DUTIES & TAXES

Sales tax, import duties and international taxes for your region or country will either (a) be applied to the price of the goods as displayed on the website and prepaid by you in case ship-to-address is located within EU countries; or (b) specified as your responsibility at the time of your offer to purchase for your destination country. For questions related to Duties & Taxes, please reach out to hello@framebook.art

CANCELLATIONS

We are able to accept cancellations at any time before the order has been accepted and dispatched in accordance with our Terms. If an order has already been dispatched, please refer to our Return Policy.

INSURANCE

Parcels are insured for loss and damage up to the value as stated by the courier. We will process a refund or replacement after the courier has completed their investigation into the claim if damaged in transit. We will process a refund or replacement after the courier has conducted an investigation and deemed the parcel lost.

REFUND & RETURN POLICY

Every product sold by Framebook is “made to order” which means it is specifically manufactured just for you only after you have placed your Order. Accordingly, Framebook does not accept refunds, returns or exchanges for Orders. We are also unable to make any changes or cancellations to orders after 24 hours from the moment the Order is placed. If you believe you have made a mistake with your Order, please contact us immediately at hello@framebook.art.

On rare occasions, one or more products in an Order may be damaged while in transit in possession of our shipping partners. If one or more of your product(s) arrives damaged, please send detailed, clearly visible photos of the damage including images of the packaging to hello@framebook.art. In cases where one or more product(s) is materially damaged, Framebook may elect to restore or replace the damaged product(s) in Framebook’s sole discretion following a review of the photos submitted (“Damage Review”). If requesting a Damage Review, you expressly acknowledge and agree to the following: 1) photos of damaged areas of product(s) must be clearly visible and submitted in .jpeg or .png format; 2) photos of damage must be received by Framebook no later than seventy-two (72) hours following the indicated delivery date of the applicable Order by the shipping provider responsible for delivering the Order; 3) photos of the damage must have been taken immediately following receipt of the product(s), and the product(s) must not have been hung, placed or otherwise installed prior to photos of the damage being taken; 4) a Damage Review requires a minimum of thirty (30) business days to complete, and Framebook may elect to replace or repair the damaged product in its sole discretion; and 5) the delivery of a replacement product, if any, will be subject to then existing manufacturing capacity, inventory, availability and shipping timing.

NEED HELP?
Information & Customer Care:
hello@framebook.art