Shipping & Returns Policy
TERMS & CONDITIONS
Here at Fritz Frames we take pride in producing your frames to the highest quality standards. Each frame is carefully crafted from locally sourced timbers and composite materials to ensure that your frame is unique and beautiful. Timbers are either kept natural or hand dyed here in our workshop.
Fritz's impeccably refined finishing techniques involve the application of a hardened, protective clear coat and the meticulous process of hand sanding. The result is an ultra smooth frame offering unsurpassed comfort and an ability to withstand the harshest of elements, including water, sunscreen, make-up and the like, for everyday wear.
We use the finest quality timbers and materials in order to deliver you the most superior final product.
When purchasing items that have been constructed by Fritz Frames, we ask that you carefully consider the following:
Only small quantities of veneer is dyed at once, and no two dye lots are the same and no two pieces of veneer are the same, therefore each veneer batch is unique and may not look the same as the product pictured. While we do try our best to ensure your product is as accurate to the original product image featured, we hope you understand that this is what makes this item exclusive and collectable, and should be embraced.
Unfortunately this cannot be considered a returnable fault when purchasing and returns on these items will not be accepted. Should you feel your items deserves exceptional consideration please contact us here and state what your request is including your name, the name of your item, invoice number and what your concern is, and we will get back to you as soon as possible.
This consideration applies to, but is not limited to, dye colour, tone and timber pattern. Unfortunately some outcomes are beyond our control, however this is what makes your product exclusive and is a specific quality of the Fritz Frames label.
Most Fritz Frames are made-to-order upon request. Once your frames have been ordered, your item will be placed in the queue and processed in the order that they are received. We will outline a time frame within which your frames will be created and we endeavour to ship your item within this time frame (shipping time not included).
Some requests will be ready made and these will be shipped right out to you on order.
Should your order require extra time, you will be contacted and notified of this change. We understand that you may be ordering with a specific date in mind, should this be the case we will do our very best to prioritise your order.
Please feel free to contact us at firstname.lastname@example.org regarding any urgency, as we would love to help you to the best of our ability.
We take extreme pride in handcrafting you the most amazing frames. This process takes time and careful consideration as we strive to deliver you the highest quality product possible.
If you have any queries or questions in regards to payment, shipping or anything else relating to your order please feel free to email us any time at email@example.com
We endeavour to ship all orders within the outlined order time stated for each individual frame. We charge a flat rate of $15 for all domestic deliveries and $30 for all international orders. Orders placed within Australia are delivered via registered Australia Post and international orders are delivered via Australia Post Express Courier International. To organise express postage please feel free to contact us at firstname.lastname@example.org . Express postage may incur an extra charge.
When placing an international order you may be subject to import duties and taxes, which are calculated once your package arrives in your designated country. Your order may also be subject to Customs inspections or fees based upon your country’s specific regulations. Fritz Frames cannot to held responsible for any delay or additional cost incurred as a result of Customs, nor can we be held responsible for any additional Customs fees or taxes incurred if products are returned.
Each frame is hand made, so please choose carefully as each sale is final and we do not accept returns or exchanges simply due to a change of mind.
We conduct a thorough quality assessment on each frame prior to dispatch to ensure you receive only the most amazing and lasting product. In the unlikely event that the frame is faulty we will offer a free repair service for the item. Should the frame be un-repairable we will happily offer an exchange, credit or refund. In the case of a return please email us at email@example.com to request a RA (return authorisation).
When requesting a RA please include the following details:
- the serial number of the frames (engraved inside the left arm)
- name of the frames (engraved inside the left arm)
- your full name and contact number
- invoice number
- apparent problem with your frame
Once you have been issued an RA and instructions on where to send the package, please return the item in it's original packaging with the invoice enclosed, via express Australia post, or registered post so the item is traceable. Fritz Frames does not take any responsibility for any items lost or misplaced during post or once it's out of our hands. A refund will only be approved once the item has been received and undergone a quality assessment by Fritz Frames and is fairly determined un-repairable. Should your return be approved we will happily offer you a credit, exchange or refund of the amount paid including shipping and return postage.
We will only approve refunds to items that have been returned within reasonable time with their original invoice - we do not issue refunds for items that have been hand dyed or painted, and do not appear exactly as they do in the product image. Please be aware that this is apart of the uniqueness of the item and is what makes your item collectable - unfortunately we do not refund any shipping costs of items that have been wrongly returned.
Fritz Frames reserves the right to refuse a return if the above criteria are not met.