General 

Product Requests

If you have a specific request related to our frames or custom framing services, we’d be happy to assist.
Please email us at hello@framo.com with the details of your request, and our team will respond as soon as possible.

Invoice Requests

Thank you for your order with us!
If you’re unable to access the invoice included in your confirmation email — titled “Order #[Your Order Number] confirmed - Your Invoice is here” — please don’t hesitate to contact us.
We’ll be happy to resend your invoice as an attachment. Simply email us at hello@framo.com and include your order number and a short note about your request.

Changing or Cancelling an Order

If you need to make changes to your order or cancel it, please email hello@framo.com as soon as possible.
Include your order number and a short description of the change you need.
We will do our best to assist you quickly.

 

Customs & Taxes

Prices shown on our website include taxes for customers within the EU.
For customers outside the EU, prices are displayed excluding taxes, unless otherwise specified during checkout.

Please note that shipping costs do not include import duties, customs fees, or local taxes. These charges are determined by your local customs authorities and are the customer’s responsibility.

We recommend checking your country’s import rules before completing your order.

All orders are carefully packed and shipped from our warehouse in Italy.

 

Delivery & Shipping

When will my order be shipped?

If all items are in stock, your order will be shipped from our warehouse within 1–2 business days (excluding weekends and public holidays) after it’s placed. You’ll receive a tracking email with tracking details once it’s on its way. 

When will I receive my package?

You can check the estimated delivery date via the tracking link included in your tracking email. The expected delivery date will appear within a few days after shipment. 

Can you pack and ship my order today?

We do our best to process and ship orders within 1–2 business days (excluding weekends and public holidays). On average, the dispatch time is 3–4 business days, depending on product availability and your shipping destination. If you have an urgent request, please email us directly at hello@framo.com — we’ll do everything we can to help. 

How much is the shipping cost?

Shipping costs vary by destination. Simply enter your shipping address at checkout to view the exact cost before completing your purchase.

Which countries do you deliver to?

Most countries are available at checkout. If you can’t find your country listed, please email us at hello@framo.com, and we’ll check if delivery is possible.

Where can I find my order number?

Your tracking number is included in the email titled “Order #[Your Order Number] is on the way.”
If you cannot locate this email, contact us at hello@framo.com.

Where can I find my tracking number?

Your tracking number is included in the email titled “Order #[Your Order Number] is on the way.”
If you cannot locate this email, contact us at hello@framo.com, and we will resend it.

My tracking link isn’t showing any updates

Tracking information may take some time to appear.
If no updates are shown after a few days, please contact hello@framo.com, and we’ll look into it.

My order was returned or not picked up in time

If your package has been returned to us because it was not picked up or could not be delivered, please contact hello@framo.com.
We will arrange a reshipment as soon as possible.

 

Claims

My package was damaged upon delivery

We’re so sorry to hear that your package arrived damaged.
Please email us at hello@framo.com with:

  • Photos of the damaged item(s)
  • Photos of both the inner and outer packaging

Once we receive this information, we’ll make sure to resolve the issue as quickly as possible.

Missing or Incorrect Item in your package

If an item is missing from your order or if you received the wrong product, please send us an email at hello@framo.com.
Kindly include your order number and a brief description (or photo) of the issue — we’ll make sure to correct it right away.

 

Returns

Can I return my order?

Yes, you may return your items at your convenience.
Please include the return sheet provided with your shipment to help us process your return.

Refunds are issued once the returned items reach our warehouse and are inspected.
Refunds typically appear within a few business days.

Items must be returned in their original condition and packaging, or in suitable protective packaging.

Return address is

Framo

Viale Europa, 20

31010 Farra di Soligo, Treviso

Italy

How much does a return cost?

We do not offer prepaid return labels.
Return shipping costs must be covered by the sender and vary depending on your courier and location. We recommend choosing a tracked shipping service to ensure your return arrives safely.

General return policy
  • Returns must be made within 14 days of receiving your order.
  • Items must be returned in their original, undamaged condition and in the original packaging.
  • Returned goods must be securely protected during shipping.
  • Return shipping is at the customer’s expense.
  • Please include your order number inside the package and in all correspondence.
  • We reserve the right to refuse returns that arrive damaged or do not meet these requirements.

Please note that we reserve the right to refuse returns that are damaged or do not meet these requirements.

 

Still need help?

If your question isn’t answered above, please don’t hesitate to contact us at hello@framo.com — we’re always happy to assist.