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Customer Help

Always ready to help you out!

Common purchase queries answered

Orders and Shipping

In order to cut down on waste, all of our products are made as soon as they are ordered. Products from our Ready to Order category are usually ready to ship in two workdays.

Products from our Custom Products category take a maximum of 3 workdays, depending on the complexity of the customisation.

For commissions it depends on the size of the project. An estimate will always be provided in the quote for the project.

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You can change your shipping address on your account page, under the “Address” section. 

Found out your shipping address has an error after ordering? No problem, just use the contact form on the right and we will fix it for you!

You will receive a Track & Trace code on the email address you provided during the checkout process. Feel free to contact us if anything is wrong.

No. We never see or store any credit card information or any other bank data.

Our payment provider handles all of your data securely during checkout.

Because we’re based in The Netherlands, all our prices are including 21% VAT unless stated otherwise.

We currently ship to the following countries, but are working hard to expand it to more countries in the future:

  • The Netherlands
  • Belgium
  • Luxembourg

We always try to bundle all ordered items together for shipping, so you don’t have to pay anything extra.

However, you can always request that certain items need to be delivered different from the rest of the order.

If you need to swap an item

Returns and Exchanges

If there are visible defects to a product from our Ready to Order category, feel free to contact us and we will be happy to help you out!

Due to their nature though, sales from our Custom Products section are final. We will always provide ample time to confirm final designs by sending you progress pictures and status updates, so don’t worry!

Contact us using our contact form. Don’t forget to add your order number and what you were expecting, so we can help you as efficiently as possible!

Contact us right away and add photo’s, so we can tell our shipping partners of the incident. 

Depending on the severity, we will make sure to provide you with the proper compensation, like a new product free of charge. However, this will vary on a case-by-case basis.

Authorized returns will be provided with a special return label.

You wont need to pay for the return: simply pack the items up in the original shipping package, add the return label and hand over the package to a pick-up point near you (your label will show the name of the delivery partner)

Customer support is provided through email, the contact form on our website and through help pages like this FAQ.

Found out your shipping address has an error after ordering? No problem, just use the contact form and we will fix it for you!

Orders can be changed at any time, just use our contact form. However, it is always up to Frame of Reference to determine if a change is too severe, depending on how much needs to be changed.

Cancelling an order is subject to different terms:

  • Cancelling an order within 24 hours of purchase is possible for Ready to Order products. 
  • Otherwise, a small fee of 3,99 euros will be deducted from your return, due to spent materials and time used to set up your order, regardless of order size.
  • For commissions the terms will vary on a case-by-case basis.

Pre-orders are not possible at this time, but we are looking into the possibility!

Fast, insured shipping

Track and trace code always included

Eco-friendly production

All products are sustainably sourced where possible

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