We take the responsibility of framing your memories seriously. If for any reason you are not 100% satisfied with your purchase, we strive to make it right. Our goal is to provide exceptional customer service and exceed your expectations. If you receive your order and you are not completely satisfied with the product, returning it is just as easy as ordering it!
Order Cancellation Policy:
If you change your mind, your order can be canceled and fully refunded prior to shipping. Simply contact us via chat, by emailing customersupport@frametolia.com or by calling 1-800-913-6215. Once your order has been shipped, your order will be considered a return and subject to our return policy.
Return Policy:
It happens. You buy something and when it arrives, it's not quite what you were expecting. If you're not thrilled with your purchase within 30 days of receiving it, we will be happy to return the item. Please note that the cost of original shipping will be deducted from your refund.
To qualify for Frametolia's 30-day return policy, your product must be unused, undamaged, and in the same condition that you received it. It must also be in the original packaging. You will be responsible for mailing the order back to our warehouse prior to receiving your refund. Frametolia does not charge a restocking fee.
Personal Prints and Photos: We do not accept returns of personal prints or photos. Please ensure that all details are correct before ordering. The quality of the image provided will determine the quality of the print.
We understand that you start buying holiday gifts early. We are pleased to offer an extended 60-day return for any orders placed between November 1 - December 31 each year to allow for holiday gift returns.
Steps to Returning a Product:
- Call our toll-free number: 1-800-913-6215 or email us at customersupport@frametolia.com. In order to better assist you, please provide your order number when contacting us.
- Our team will then arrange for any necessary replacements or returns to ensure your utmost satisfaction!
- Our team will provide you with return shipping details to our closest warehouse and can provide a printable return label upon request. You will be responsible for any return shipping costs.
- A refund will be applied back to the original method of payment after the return has been received to our warehouse. Depending on your method of payment, the refund may take up to 10 business days to show on your statement after applied.
Exchanges:
We understand that sometimes things don't work out. While we don't offer exchanges, you're welcome to return your item as outlined above and place a new order at your convenience. We're always here to help if you need assistance with your new selection!
Damaged or Incorrect Shipments:
Please allow us to make the order right! We would be happy to replace any items that arrived damaged or correct any mistakes we may have made.
If your package arrives visibly damaged or is incorrect, we kindly ask that you take the following steps:
- If damaged, take a photo of the damage
- Contact our customer care team at 1-800-913-6215 or at customersupport@frametolia.com and speak with any of our customer care representatives.
- We will create a replacement order and provide any return labels (at our cost) if applicable. Please note the label provided will be an electronic label that will be required to be printed and affixed to the return box.
Should you have any other questions or concerns, please contact our Customer Care Team at 1-800-913-6215.
