FAQs
What is The Frame and Art Factory’s returns Policy?
We at The Frame and Art Factory strive for 100% customer satisfaction. Due to the Custom Nature of our business, all items are made to order. Whilst we do want you to be totally satisfied with your purchase, we can only accept returns for items supplied with defects or incorrect items supplied.
We strongly encourage to get in touch with us prior to placing an order if you are unsure of anything relating to the product/service on offer or need further clarification on the product/service.
What happens if I ordered the wrong item or size?
Mistakes do happen, we at The Frame and Art Factory Are Mindful to this, and can accommodate any changes to an order up to 48 Hours after placing.
What happens if my order arrived damaged?
In the unfortunate instance that an item is received damaged. Please kindly mail us an image of the defect to sales@frameandart.co.za , so we can evaluate and get working on a replacement.
Please use the Order Number as a reference.
What happens I have received the incorrect item?
In the rare instance an incorrect item was erroneously delivered to you, we do apologise.
Please kindly mail us an image of the incorrect item supplied to sales@frameandart.co.za, so we can evaluate and get working on a replacement.
Please use the Order Number as a reference.
Why the Lead on Orders?
All Items are handmade by our skilled craftsmen and artisans. Due to the human touch element in our production process, all orders are manufactured on a Lead Time Basis ranging from 3 Days to 10 Working Days.
What happens if I Need an Item / Product or Service urgently and cannot wait the prescribed lead Time?
We at The Frame and Art Factory are aware and mindful of deadlines and urgency. In the instance an item is required much sooner than our prescribed Lead Time, please get in touch with our sales office to see best how we can assist. An Urgency / Express fee of 10% will be levied.
