01Cancelling before production
A cancellation request can be considered before the photograph or crop is approved and before custom production begins. Contact us immediately with the order number. A request is not accepted until GetMyFrame confirms the cancellation.
- Approved pre-production cancellations are eligible for a refund of the amount collected, less any separately approved restoration or design work already completed.
- Payment-provider or bank processing time may apply after a refund is initiated.
After production begins
Once printing, restoration or frame production has started, a personalised order normally cannot be cancelled, exchanged or returned for a change of mind, incorrect customer selection or a customer-supplied low-resolution image that was approved for production.
- Please review the selected size, orientation, finish, address and crop carefully before approval.
- Natural variations in premium frame texture and small screen-to-print colour differences are not treated as defects.
Damaged, defective or incorrect orders
If the delivered product is damaged, materially defective or different from the confirmed order, report it within 48 hours of delivery. We will assess the evidence and may arrange a replacement, repair, collection or refund as appropriate.
- Send the order number and photographs of the package, protective material, complete frame and affected area.
- Keep the item and all packaging until we complete the assessment.
- Damage caused after delivery, incorrect handling or unauthorised repair is not covered.
Refund method and timing
Approved online-payment refunds are returned to the original payment method. After GetMyFrame initiates a normal refund, it can generally take 7–10 business days to appear, depending on the bank and payment method.
- We will share a refund reference when available.
- Original delivery charges are refundable when the entire order is cancelled before dispatch or when a verified GetMyFrame error makes the complete order unusable.
- Reshipping charges caused by an incorrect address or unsuccessful delivery are not refundable.
How to request support
Contact us through the details on the Contact page and include the order number, registered phone number, issue description and supporting photographs. Each claim is reviewed against the confirmed order and production record.
- Do not return a frame without receiving return instructions.
- Unauthorised returns may be refused or delayed.
Need help with an order?
Keep your order number and registered phone number ready so we can locate the correct order.
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