Shipping and Refunds
***SPECIAL OCCASION ORDER DATES***
If you are ordering a frame for a special occasion (ie Mother's Day, Father's Day or Christmas) below are the dates that we advise you order by for the best chance to receive your order before the event. Orders placed before these special events will be produced and shipped as quickly as possible however we take no responsibility for orders that do not arrive before the event. We highly recommend ordering early to avoid disappointment.
|Occasion||Orders requiring Australia Wide Postage||Orders to be collected from Myaree, WA - Order Cut-Off Date|
|Valentine's Day||Thursday 31st January 2021||9am WST, Monday 11th February 2021|
|Mother's Day||Tuesday 20th April, 2021
Orders after this time will be produced and shipped as quickly as possible.
12pm WST, Saturday 1st May 2021
|Father's Day||Tuesday 17th August, 2021
||12pm WST, Saturday 28th August 2021|
Tuesday 30th November, 2021
|12pm WST, Saturday 11th December 2021|
*Frames with Love reserves the right to change times and/or dates at ANY time in order to meet demand. We appreciate your understanding with this matter.
***COVID-19 - Important Information***
Due to COVID-19 the following will apply to all orders:
1) Australia Post and other courier services are experiencing some postal delays due to the COVID-19 situation. Orders will be shipped as soon as possible however we do not take any responsibility for any postal delays.
2) In the event that Perth (our warehouse location) is placed into a lock-down, orders will be completed once the lock-down is lifted and we are able to return to work. Orders WILL NOT be refunded due to the customised nature of our frames.
All domestic orders will be shipped via Australia Post or Courier. All orders are securely packaged in a cardboard box and/or with bubble wrap so no damage is likely to occur. However for additional piece of mind, customers have the option to purchase Shipping Insurance which will cover your parcel for postal damage or parcel loss giving you peace of mind.
If Shipping Insurance is NOT chosen, Frames with Love will not replace, repair or compensate you for any postal damage or postal loss.
Frames with Love offers Shipping Insurance with all items (except when "Authority to Leave" is selected, see below). This Insurance will cover you in the event your item arrives damaged or if it is lost in transit by Australia Post or Courier. Depending on the damage that has occurred Frames with Love will undertake one of the following options:
1) Resend a brand new item or the part that is damaged.
2) Find a suitable local repairer to fix the damage.
In the event of a parcel loss by Australia Post or Courier, Frames with Love reserves the right to lodge a Missing Parcel request with Australia Post or the Courier company. In the event Australia Post or Courier company does not find your parcel Frames with Love will resend your item free of charge, except when "Authority to Leave" is selected (see below).
"Authority to Leave"
If you select "Authority to Leave" via SMS, email, or any other communication with Australia Post or Courier, Frames with Love holds no responsibility should your order be lost or stolen (even if you have paid for Postal Insurance). If you select "Authority to Leave" you also waive any claims for damage to the parcel as Frames with Love cannot determine when the damage occurred (even if you have paid for Postal Insurance). Providing 'Authority to Leave', means you are allowing Australia Post or Courier to leave the parcel at the shipping address (usually at the front door etc) without a signature when the parcel is delivered. Frames with Love will not enter into any correspondence regarding loss or damage when a tracking number or tracking URL states "Authority to Leave". Frames with Love highly recommends you do NOT select "Authority to Leave" on your package.
Our promise to you is that your frame will be shipped free from any damage. Our quality control measures make sure your item is inspected at the time of assembly AND at the time it is packaged so you can be assured your item will leave our premises in perfect condition.
However, in the unlikely event that your item is damaged during transit AND you have paid for shipping insurance, please email us immediately (strictly within 24 hours of delivery) quoting your name, order number and photos of the damage and packaging. In particular, we require a photo including both the damaged item AND the packaging with the shipping label clearly visible. Damage reported after 24 hours will not be replaced or repaired regardless of whether you have paid for shipping insurance. A signature on delivery is required for ALL items sent by Frames with Love (except when "Authority to Leave" is selected, see above). Please make sure you or the person that signs for the item is aware of our strict 24 hour rule and your package is opened and checked for damage within this time frame.
Pick up of Orders from Myaree, Western Australia
If you would like to collect your order from 3/45 McCoy Street Myaree, Western Australia, and avoid a postage fee please select this option at checkout!
Estimated Production and Delivery Times
Please allow approximately 7-14 days for your item to be produced. We will notify you when it has been sent. Shipping will take anywhere from 5-14 business days depending on your location.
Orders placed before special events (ie Mother's/Father's Day, Christmas etc) will be produced and shipped as quickly as possible however we take no responsibility for orders that do not arrive before the event.
If you require your item for a special occasion (other than the events outlined) please contact us BEFORE you place your order and advise us of the date you require your item. We will advise you via return email if we are able to meet your required date.
Refunds are not available on any of our products if you simply change your mind or make a wrong selection. However you may choose between a refund, exchange or credit note where goods are faulty, wrongly described, different from a sample shown to you or don't do what they are supposed to do.