Using Frame Story
Terms & Conditions
The terms that apply when you use our website or place an order.
On this page
About Frame Story
Frame Story is based in New South Wales, Australia. Customer support is available by email at info@framestory.shop.
Orders and acceptance
Submitting an order does not guarantee acceptance. We may contact you if personalisation details are incomplete, unclear, conflicting, unavailable, or unsuitable for production. If we cannot accept an order, we will cancel it and return any payment received.
Personalised products
You are responsible for checking all names, dates, messages, addresses, and other details before ordering. We do not send a design proof as standard. Small variations in placement, colour, printing, and component appearance may occur because each frame is made individually.
Changes and cancellations
Contact us immediately if you need to change or cancel an order. We will try to help if production has not started. When the order status changes to In production, work has begun and a change or cancellation may no longer be possible. Details cannot be changed after dispatch.
Production and delivery
Production and delivery estimates are provided in good faith but are not guaranteed delivery dates. Please see our Shipping & Delivery page for current estimates and tracking information.
Problems with an order
Report damaged, defective, or materially incorrect items within 14 calendar days of delivery. Remedies are handled under our Refund & Returns Policy and applicable consumer law.
Customer content
You confirm that you are allowed to provide and use any photos, logos, artwork, names, or other content submitted with your order. We may refuse unlawful, abusive, infringing, or unsuitable content. See our Photo & Personalisation Policy.
LEGO® notice
LEGO® is a trademark of the LEGO Group of companies which does not sponsor, authorize or endorse this site. Frame Story does not advertise or sell LEGO® products.
Contact
Questions about these terms can be sent to info@framestory.shop.