Frequently asked questions

PRODUCTS

What should I indicate as the measurement of the subject?
To take the measurements correctly, it is sufficient, using a measuring tape, to measure the base and the height of the subject to be framed (diploma, silkscreen, engraving, canvas, photo, etc.) and report the same in the configurator. Our laboratory will take care of increasing the measurements of 2 mm to ensure that your subject fits without difficulty but at the same time does not fall out.

Are the frames assembled or disassembled?
Frames are shipped fully assembled except where noted.

Are the frames provided with glass and bottom panel?
The default configuration already includes the options of plastic glass and 3mm cardboard panel. By accessing the options you will be free to deactivate them or choose other types of options.

Do you also provide a hanging kit for the frame?
The frames come with hooks on both sides so you can hang them however you want.

What material are your frames made of?
Our frames are made of high quality wood (not MDF or similar) and aluminum.

Can I create frames of any size?
Each model has maximum and minimum dimensions that must be respected.
The size limits are intended for the inside of the frame.

What is the largest passe-partout size available?
The maximum size of a passe-partout in cardboard is 120x80 cm.

What is a spacer used for?
To create depth between subject and glass or to create a shadow-box effect.

Are the images that are uploaded in the configurator also printed?
No, the images uploaded in the configurator are used for demonstration purposes only.

ORDERS

How do I cancel or modify my order?
To cancel or modify an order you have to contact us as quickly as possible because once the order is processed it will no longer be possible to cancel or modify it.
To contact us you can use the ticket system for your order, from the reserved area, or contact us directly by email (info@myframelab.com) and/or telephone (+39 045 840 12 72).

What payment methods do you accept?
For more details on our payment methods click here

What happens if the payment is not successful?
If the payment is not successful you will receive an email with a link to resume the payment process.
In case of further problems please contact us directly.

Can I see my order history?
Certainly you can. If you register and create a user account (completely free of charge) you will be able to access the reserved area where you can view your order history, manage your personal details, shipping addresses and much more.

How do I receive the invoice?
Electronic invoices are sent to SDI automatically.
In addition, a courtesy copy in pdf will be sent to your email address.

How can I modify my account information?
By accessing the private area. You can manage your profile data and much more.

How much time do I have to cancel an order?
On average, an order is processed 8 hours after it has been sent. If you notice an error, please contact us promptly by email (info@myframelab.com) and/or telephone (+39 045 840 12 72).

SHIPPING/DELIVERY

How much does shipping cost? What are the delivery times?
Shipping costs vary depending on the country of shipment.
If the amount exceeds a certain threshold, the costs are included.
For further information please visit the specific section by clicking here.

Why are there supplements for inconvenient areas?
Disadvantaged areas are all those places that for distance or conformation of the territory are difficult to reach.
To deliver to these destinations, couriers require longer delivery times and the payment of an extra commission that unfortunately we have to add to your order.

Do shipping costs refer to a single item or to the entire order?
The shipping costs refer to the entire order.

How are frames and other products shipped?
The frames, as well as the other products, are shipped in special customized packaging in order to ensure maximum integrity during transport.

Which couriers do you use?
Our reference couriers are GLS, DHL. In case of need we may use other couriers to offer a better service.

Can I choose a delivery date and time?
Unfortunately we are not able to offer a personalised choice of delivery date.
In any case, if you have special needs please contact us and together we will find the best solution for you.

What happens if the courier doesn't find anyone?
In the event that the courier does not find anyone, a second attempt will be made the following day.
If even with this attempt no one can be found for the delivery, the material will be stored at the warehouse of the courier nearest to you.

How can I track the shipment of my order?
Each order is marked with a tracking code that allows you to follow the shipment.

What should I do if the package and/or the products show signs of damage?
In this case you must tell the courier that you accept the package with reservation.
If you then open the package and notice that the product has been damaged during transport, contact us so that we can solve the problem.

What happens if items are missing from my package?
In the event that there is a lack of some products we ask you to promptly report the problem.

My tracking number says the package was delivered but I never received it. What can I do?
In this case, please contact us promptly so we can resolve the problem.

Which countries do you ship to?
For more information please visit the specific section by clicking here.

RETURNS/REFUNDS/DAMAGES

How can I return my product?
The right of withdrawal does not apply to goods that are custom-made for the customer.
If, on the other hand, you have received a damaged product then we invite you to consult the returns section with all the information on how to proceed by clicking here.
Or contact us directly to explain the problem.

What should I do if the frame/product I received is damaged?
If your product is damaged we invite you to consult the returns section with all the information on how to proceed by clicking here. Or contact us directly to explain the problem.

How long does it take to process a return and after how long will I be refunded?
On average we refund the return in 10 days after receiving and checking that the goods are intact.

B2B BUSINESS

Is a reseller price list available?
You can become a business partner and get a specific solution with lower prices. Contact us directly.

Do you offer discounts based on quantity ordered?
We are an artisan workshop and each frame is made and checked by hand.
For this reason we do not offer discounts based on the quantity ordered.
However, if your order has an important volume of pieces, contact us and together we can reserve you a total discount on the order.