Help centre
Frequently asked questions
Clear answers about personalisation, production, delivery and support.
On this page
How does personalisation work?+
Add your details on the product page — names, dates, figure styling and any special notes. We use this information to build your frame.
Can I change my order after placing it?+
If production has not started, contact us as soon as possible. We will do our best to help with updates.
How long does it take to make my frame?+
We normally dispatch within 5 working days. Please allow up to 7 working days during busy periods or when details need clarification. Delivery after dispatch is estimated at 7–14 calendar days to the United States and 8–12 calendar days to Australia.
Do you ship internationally?+
Available destinations are confirmed when you enter your delivery address at checkout. Every destination we serve includes free standard tracked shipping.
What if something arrives damaged?+
Contact us within 14 calendar days of delivery with your order number and clear photos of the item and packaging. We will review the issue and offer a replacement or refund where appropriate.
Will I see a design proof?+
We do not send a design proof as standard. We may contact you if personalisation details are incomplete, unclear, conflicting, unavailable, or unsuitable for production.
Can the finished frame vary from the photos?+
Yes. Each frame is made individually, so small variations in placement, colour, printing, and component appearance may occur. These variations are part of the made-to-order process and do not change the overall design you selected.
Do you sell LEGO® products?+
No. Frame Story does not advertise or sell LEGO® products and is not sponsored, authorized, or endorsed by the LEGO Group.
Can I return a personalised item?+
Because each frame is made to order, returns are limited. Please read our Refund & Returns Policy.
What does Frame Story make?+
Frame Story makes personalised minifigure display frames for graduations, birthdays, weddings and anniversaries. Customers choose the names, dates, message, frame colour and available figure details for a made-to-order keepsake.
Where is Frame Story based, and where are orders made?+
Frame Story is based in New South Wales, Australia. Each frame is prepared individually and dispatched from the Frame Story studio in Hong Kong.