Frequently Asked Questions
Welcome to the Framelyn FAQ. Here you'll find answers to the questions we're asked most about orders, delivery, returns, exchanges, refunds and payments.
How long does order processing take?
Orders are usually processed within 1–3 business days after your order has been placed and your payment has been confirmed.
Business days are Monday to Friday, excluding public holidays.
How long does delivery take?
Once your order has been processed and dispatched, estimated delivery within the United Kingdom is 4–6 business days.
Including processing time, most orders arrive within approximately 5–9 business days from the date the order is placed.
Delivery times are estimates and can occasionally be affected by carrier delays or circumstances outside our reasonable control.
How much does delivery cost?
Framelyn offers free delivery on all orders within the United Kingdom, with no minimum spend.
No Framelyn delivery charges are added to your order at checkout.
Where does Framelyn deliver?
Framelyn currently delivers to customers within the United Kingdom.
All prices on our website are shown in British Pounds (GBP) unless stated otherwise.
Can I track my order?
Yes. You will receive a tracking number and tracking link by email once your order has been processed and dispatched.
Please allow a little time for tracking information to update after your parcel has been handed over to the carrier.
If you have questions about your order, email us at info@framelyn.com and include your order number.
Can I cancel my order?
To cancel an order, email info@framelyn.com as soon as possible and include your order number.
We will do our best to help. Once your order has gone into production, cancellation is no longer possible, because each frame is made to order.
What is your returns policy?
We accept eligible returns within 30 days of the date your order is delivered.
Returned items must meet the conditions set out in our Return & Refund Policy, including being returned in their original packaging.
Returns can only be requested once your parcel has been delivered.
How do I start a return?
To request a return:
Email info@framelyn.com
Include your order number
Include your reason for return
Once we have reviewed your request, our customer support team will send you the correct return address and return instructions.
Who pays for return shipping?
Return postage is free. Once your return has been approved, we will send you a free return label. Please contact info@framelyn.com for approval before sending anything back.
Do you offer exchanges?
Yes. Exchanges are accepted for eligible items within the applicable return period.
To request an exchange, email info@framelyn.com with your order number and the reason for the exchange.
Exchange requests are subject to availability.
What should I do if my item arrives damaged or incorrect?
Please contact us at info@framelyn.com as soon as possible.
Include:
Your order number
A description of the problem
Photos of the issue and the packaging
Once we have verified the issue, you can choose between a free replacement or a full refund. This is in addition to your rights under the Consumer Rights Act 2015.
How long does a refund take?
Once your returned item has been received, reviewed and approved, your refund is processed within 7 days.
Refunds are issued to the original payment method used for the purchase.
Your bank or card provider may need additional time before the refund appears on your statement.
What payment methods do you accept?
Available payment methods may include:
American Express
Apple Pay
Google Pay
Mastercard
Maestro
Visa
The available options are shown at checkout.
What happens to the photo I upload?
Your photo is used only to produce your order. We do not use it for marketing or share it with anyone other than our production partner, and it is deleted once your order is complete and the return period has ended.
If the resolution is too low to print sharply, we will email you before production starts so you can send a better version.
Can I change my delivery address after placing an order?
If you spot a mistake in your address, contact us immediately at:
Please include your order number and the correct address.
We cannot guarantee that an address can be changed once your order has entered production or has already been dispatched.
What if my order is delayed?
Occasional delays can happen due to carrier disruption, weather, bank holidays, high order volumes or other circumstances outside our reasonable control.
If your order is significantly delayed, email info@framelyn.com with your order number and our customer support team will look into it for you.
How can I contact Framelyn?
For questions about orders, products, delivery, returns, exchanges, refunds or payments, contact:
Email: info@framelyn.com
Phone: +31 6 22808102
Framelyn
Operated by Super Patron B.V.
Dutch Chamber of Commerce (KvK) number: 92800211
EU VAT number: NL866176949B01
Registered Address: Het Hout 35, 9723LA Groningen, The Netherlands
Website: www.framelyn.com