If it has to come back
The window is real, and so are the limits
7 days to change your mind, and a shorter window for anything that arrived wrong. Both are set out here.
To tell us
From the day the parcel is delivered, not from the day you ordered.
Money back
From the day the return clears our check.
If it broke
Video included, for damage, a fault or a missing piece.
Getting a return going
Contact sales@frameloftshop.shop with the order number and what is wrong. The authorisation and return address come back within 1 business day.
Please do not send anything back before that authorisation exists. An unannounced parcel at our end cannot be matched to an order and that is how refunds get lost.
Acceptable returns
We take back what is still new: unused, boxed, complete and with the invoice.
What does not qualify
- anything used beyond a brief check that it works
- returns missing parts, inserts or the inner box
- clearance and final-sale items, marked as such on the product page
- gift cards
Arrived damaged or not working
Please record the unboxing. That video is what turns a damage claim into a one-message conversation instead of a three-week one.
Let us know within 48 hours and attach the video plus a photo of the outer box. Replacement or full refund, and no return cost to you.
It is not a service contract or a warranty. It is what we do when a parcel arrives in a state it should not have.
How the refund reaches you
The refund is issued within 12 business days after inspection, to the original payment route. A COD order has no route to reverse, so we ask for your details in writing and transfer.
Cancelling before anything ships is a different and simpler route: see the Cancellation Policy.