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THINGS YOU NEED TO KNOW...

  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.

  • Gift Card purchases don't count towards the free shipping threshold.

  • In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.

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SHIPPING EXCLUSION LIST

We currently do not ship to the following places:

Afghanistan, Belarus, Burundi, Bonaire, Cambodia, Central African Republic , Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

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I THINK MY ORDER IS WRONG AS IT ONLY CONTAINS SOME OF MY ITEMS?

We’re sorry if there’s an item missing from your order. Before contacting our Customer Support team, we recommend checking the following;

  • Check your shipping confirmation email titled "Your order is on the way" to see if your order is being shipped in separate parcels. This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remainder of the items in your order will arrive shortly afterwards.

  • The item(s) missing may have been out of stock - it’s worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

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MY ORDER HAS ARRIVED BUT IT'S WRONG/DAMAGED

In the unlikely event you're missing an item, your order is damaged, or you've receive a wrong item/order, please contact us with the following information and our Customer Support team will get it sorted;

  • Your order number

  • The name of the item you didn't receive

  • A photo and the name of the item you have received (if the wrong item)

FYI; All claims for orders arriving with missing/wrong items must be made within 7 days of the delivery date.

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HOW DO I TRACK MY ORDER?

You'll receive an email once your order has shipped titled "Your Order is on the way", if you have selected tracking. Then your order will contain your tracking link information you can log into your Travel Display Frames Account and track your order there. Alternatively if you have no tracking then you'll be required to wait for the days advised on P&P of course any issues or concerns we will 100% do our best to find your parcel and keep you updated at all times.

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ALREADY HAVE A TRAVEL DISPLAY FRAMES ACCOUNT?

  1. Log into your Account

  2. Check the fulfilment status for your order.

  3. If the order has been fulfilled, select the order

  4. Click on the tracking link to be directed to your tracking

Alternatively, you can use the link provided in your shipping confirmation email.

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WHAT IF MY TRACKING HASN'T UPDATED?

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or Customs Fees.

If you've realised that you've entered an incorrect or incomplete address PLEASE contact us straight away.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

For orders placed to north / south america & Australia please allow 14+ days for your tracking to update before contacting our team to investigate your order.

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CAN I MAKE A CHANGE TO MY ORDER?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

  • Changing the item or size

  • Delivery/billing address

  • Adding/removing items to your order

  • Shipping method

However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the 'Cancel Order' button.

Once this time has passed the order can't be cancelled, however you can return/exchange the items once delivered.

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I THINK MY ADDRESS IS WRONG ON MY ORDER?

Input the incorrect address at checkout... Sadly, we can't change an address with the courier once the order is placed, however it may be possible to update your delivery preferences with the courier by contacting them directly.

If for any reason your order can't be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates.

If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.

If your order has shipped, please contact the courier directly ASAP as they may be able to help.

Important to know... If you input the incorrect address at checkout, we can not be held accountable if the order goes missing, meaning we're not liable to refund/replace this order.

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