Shipping & Returns

Shipping

We post products within Australia and internationally. We may use any postal service provider of our choice to help us get our products to you. Our preferred postal service providers include Australia Post (eParcel), Sendle, Fastrack, DHL and other courier services.

If you are an international customer, you give us your express consent to disclose your personal information provided to us (including your name, email address, telephone number and postal address) to our international postal service provider to facilitate delivery of your order.

Rates

Postage fees are based on the weight of the product(s) ordered and the delivery destination. You agree to pay to us postage fees as calculated at checkout. From time to time, we may offer free delivery on orders over a certain amount.

As you know, technology is great but it’s not infallible. If there’s an error in the calculation of your postage costs, we’ll contact you before processing your order to discuss options (such as paying any additional costs or modifying your order).

Our delivery service providers may change their fees from time to time, and so you acknowledge and agree that we can vary the postage fees applicable to orders at any time on notice, and that such notice is given by posting the updated postage fees on the Website.

Delivery Options:

$10 Flat rate Postage
Only available within Australia. For Australia Post parcels a delivery tracking number is provided and signature is required on delivery (we’d hate for someone else to claim your parcel). If you are not home at time of delivery, a calling card will be left in your mailbox directing you to your local post office for collection. If you provide Australia Post with “Authority to Leave” Frame This cannot be held responsible nor provide refunds for any lost parcels.

Delivery is FREE for all orders over $250.00 Australia wide.

Australia Post Express Post
A tracking number is provided which allows you to track your parcel via the Australia Post website and offers guaranteed next business day delivery* if you are within the express post network. N.B. Please ensure you still allow the usual timeframes for production of your custom products.

$25 Flat rate International Postage:
For international delivery please email hello@framethis.com.au with your order request and an invoice will be sent for payment. A tracking number will be provided at time of despatch.

Dispatch Timeframes

We endeavour to process all ready-to-ship orders within 1-3 days of receipt of payment and will contact you if any items cannot be processed within this time.

Custom orders (such as custom stamps and stickers) can take 5-7 business days to process and create the product(s). Once dispatched, allowance needs to be made for postage in line with the postal service provider’s usual delivery timeframes. Other personalised orders including acrylic products and custom frames can take 10-14 days to be processed and again postage time then needs to be added. During our busier periods it is possible for order processing to take up to 2-3 weeks plus postage. If you require your products urgently, please feel free to contact us and we will discuss options.

You acknowledge that we’re not be liable for any delay in dispatch of your order.

Delivery Timeframes

Delivery times will vary between orders – we’ll do our best to let you know when to expect your delivery, however this is largely dependent on the delivery service provider. 

Delivery Address

It’s your responsibility to make sure that your postal address details are correct – we won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate postal address details.

If your order is undelivered due to your error (including you providing us with an incorrect delivery address) and returned to us, we will require you to reimburse us for the returned parcel fee. At that stage, for ready-to-ship orders, we reserve the right to terminate this agreement and issue you with a refund (minus the returned parcel fee). Alternatively, and always for returned customised products, we may require you to repay the additional postage costs of posting the order to your correct address.

Orders Lost in Transit

When we dispatch your order, we will give you a tracking number for you to track the progress of your order.

If you’re concerned that your order has been lost or misdelivered, we ask that you contact us as soon as possible, so that we can investigate. You understand that while we’ll investigate your missing order, we make no representations as to responsibility or liability for any lost or misdelivered order. In the event of items lost or damaged in transit, you acknowledge that our liability is limited to the amount of any compensation we are able to recover from the delivery service provider, less our reasonable costs of investigating and applying for any compensation, unless otherwise required by law.

Orders Damaged in Transit

No matter how well we pack our products, occasionally they may get damaged in transit. On the rare occasion that this happens, please advise us in writing within 7 days of receipt of the damaged item(s), including photographs of the damage so that we can discuss options with you. Please email photographs to hello@framethis.com.au. Once we have confirmed the damage, we will promptly arrange a replacement to be sent. Please allow the usual timeframe for another product to be dispatched and delivered to you.

Risk

Risk in each order passes to you on delivery to your nominated address. You must sign for your delivery, unless you’ve given authority to leave the order unattended. If you’ve authorised us or our agents to leave your order unattended at that address, the order will be taken to have been delivered on leaving the order at the address. If you ask us to deliver to an address and you’re not there, but someone else at the address signs for the parcel, the order will be taken to have been delivered on leaving the order with that person.

If we accept a return of any goods, risk in those goods will revert to us on our confirmation of receipt of the returned goods. We recommend you insure goods you return to us against loss or damage in transit. 

Refund Procedure

If there is a problem with your order, please advise us by email (hello@framethis.com.au) within 7 days of receipt of the item(s), including photographs of the problem so that we can discuss options with you. Once we have assessed the problem and verified your claim, we will promptly arrange a repair, replacement or refund in accordance with law. Please allow the usual timeframe for another product to be dispatched and delivered to you.

Please note that we do not offer refunds on custom orders (if these are damaged in transit, we will happily replace them) or for change of mind, unless required by law.

 

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