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What buyers can expect before, during and after an order on FRAMED.
Effective 27 August 2026 · Version 2026-09-04
Check the artwork description, dimensions, medium, condition, edition information, price, seller, delivery information and dispatch estimate before placing an order.
Colours and scale can appear different across devices and screens. That does not allow a seller to materially misrepresent the work.
Where seller status is shown, remember that some consumer rights depend on whether the seller is acting as a business or trader rather than as a private individual.
The total amount payable through FRAMED will be shown before payment is confirmed, including charges and taxes that FRAMED can calculate in advance.
Paintings and other one-off works may have a separate delivery charge set by the seller. Prints and posters may be offered with free delivery or with destination-based delivery. FRAMED may combine shipping for compatible items bought from the same seller.
Orders containing items from different sellers can arrive separately and can have separate delivery costs.
International orders can be subject to customs duties, import taxes, brokerage or carrier charges. Unless checkout states that these amounts are included, the buyer may be responsible for charges imposed after the order enters the destination country.
Payments are handled through Stripe. An attempted or authorised payment does not by itself guarantee that an order has been accepted.
FRAMED may confirm availability, payment status, fraud checks and seller status before the order is completed. A unique artwork can be temporarily reserved during checkout.
If an order cannot be completed, any payment authorisation will be cancelled or released where appropriate. The timing at which a bank removes an authorisation can depend on that bank.
The seller is responsible for packaging and dispatching the order. Every physical FRAMED order must use a tracked delivery service. The seller must record the carrier and tracking number in FRAMED when confirming dispatch. A tracking URL may be added where available.
Delivery dates are estimates unless expressly stated otherwise. Weather, customs, courier disruption and other events outside reasonable control can affect arrival.
For United States orders, sellers must comply with applicable federal and state shipping requirements. U.S. law can require shipment within the advertised time, or within a default period where no time is stated, and can require consent to a material delay or a refund.
Where the seller is acting as a trader and the UK Consumer Contracts Regulations apply to an eligible distance sale, a consumer will normally have 14 days from the day after receiving the goods to cancel without giving a reason.
After cancelling, the consumer will normally have a further 14 days to return the goods. The seller must provide the refund within the period required by law, which can depend on when the goods are received back or evidence of return is supplied.
Legal exceptions can apply, including to genuinely bespoke or personalised goods. A standard print is not automatically personalised merely because it is printed or produced after the order is placed.
These rights are separate from rights relating to faulty, damaged or misdescribed goods.
United States law does not provide one general federal cooling-off period for ordinary online purchases. For a non-faulty item, the seller's displayed return terms and this policy therefore govern unless a different right applies under the law of the buyer's state or another applicable law.
A seller or FRAMED must still honour promises made about returns, refunds and shipping. Nothing in this policy removes rights that cannot lawfully be waived, including rights relating to deceptive practices, non-delivery, billing errors or goods that do not conform to the sale.
Contact FRAMED as soon as possible if you need to cancel. If the seller has not dispatched the order and payment has not been captured, FRAMED may be able to cancel the order and release the payment authorisation.
Once an order has been captured, dispatched or delivered, cancellation and refund treatment depends on the applicable legal rights, the seller's status, the condition of the item and the stage of fulfilment.
Where you have a legal or policy right to return an item, tell FRAMED within the applicable period and follow the return instructions provided.
You are responsible for taking reasonable care of returned artwork and packaging it safely. Unless law or the return decision requires otherwise, you may be responsible for return shipping for a non-faulty cancellation.
If a return is required because the item is faulty, damaged, materially misdescribed or otherwise the seller's responsibility, return-shipping responsibility will be handled in accordance with the law that applies to the transaction.
If an item arrives damaged, is materially different from its listing, is missing significant promised features or appears faulty, contact support@framedoriginalart.com promptly and include the order reference.
FRAMED may ask for photographs of the artwork, packaging, shipping label and damage so the seller and support team can investigate.
For UK trader sales, the Consumer Rights Act 2015 provides statutory rights relating to goods including satisfactory quality, fitness for purpose and correspondence with description. Nothing in this policy removes those rights.
For United States transactions, state and federal rights can apply to misrepresentation, non-conforming goods, warranties, billing and unfair or deceptive practices. Nothing in this policy removes rights that cannot be waived.
Approved refunds are returned through the payment method or payment provider used for the order.
Where UK law requires the original standard outbound delivery cost to be refunded following an eligible cancellation, that amount will be included. Additional cost paid for an optional premium delivery method may be treated differently where the law permits.
Refund timing can depend on Stripe and the buyer's bank after FRAMED or the seller has approved or initiated the refund.
If tracking shows a problem or a parcel does not arrive, contact FRAMED with the order reference. The seller may need to open a claim with the courier.
A seller remains responsible for delivery to the extent required by the law applying to the sale. A buyer should not be required to accept an indefinite delay where the applicable law gives a right to cancel or receive a refund.
If you believe a card transaction is unauthorised or there is a serious unresolved billing problem, you may also have rights through your card issuer. Contacting FRAMED first can allow us to investigate the order more quickly, but nothing in this policy removes statutory or card-network rights you may have.
Order, return and delivery questions can be sent to support@framedoriginalart.com.