Production Times, Shipping & Refunds

Estimated Production and Delivery Times
Please allow approximately 14 days for your item to be produced. We will notify you when it has been sent. Shipping will take anywhere from 5-14 business days depending on your location.

Rush Orders
If you require your item for a special occasion (other than the events outlined below) please contact us BEFORE you place your order and advise us of the date you require your item. We will advise you via return email if we are able to meet your required date.

Shipping
All domestic orders will be shipped via Courier (Shipping Agent) and will require a signature on delivery.

All orders are securely packaged in a cardboard box and/or with bubble wrap so no damage is likely to occur. However for additional piece of mind, customers have the option to purchase Shipping Insurance which will cover your parcel for postal damage or parcel loss giving you peace of mind. If Shipping Insurance is NOT chosen, Portfolio Picture Framers will not replace, repair or compensate you for any postal damage or postal loss.

Portfolio Picture Framers take NO responsibility for any postal delays as this is beyond our control.

Shipping Insurance
Portfolio Picture Framers offers Shipping Insurance with all items for an additional charge. This Insurance will cover you in the event your item arrives damaged or if it is lost in transit by the Shipping Agent.

If you item arrives damaged, Portfolio Picture Framers will undertake one of the following options:

Resend a brand new item or the part that is damaged.
Find a suitable local repairer to fix the damage.

In the event of a parcel loss by the Shipping Agent, Portfolio Picture Framers reserves the right to lodge a Missing Parcel request with Shipping Agent. In the event the Shipping Agent does not find your parcel and its is deemed lost, Portfolio Picture Framers will resend your item free of charge.

*Note: All orders will require a signature on delivery. Selecting 'Authority to Leave' will void your Shipping Insurance

"Authority to Leave"
Providing 'Authority to Leave', means you are allowing the Shipping Agent to leave the parcel at the shipping address (usually at the front door etc) without a signature on delivery.

Selecting "Authority to Leave" via SMS, email, or any other communication with the Shipping Agent, will void your Shipping insurance and Portfolio Picture Framers take no responsibility should:

Your order be lost or stolen
Your order arrives damaged as Portfolio Picture Framers cannot determine when the damage occurred

Portfolio Picture Framers will not enter into any correspondence regarding loss or damage when a tracking number or tracking URL states "Authority to Leave".

Damaged Items
Our promise to you is that your frame will be shipped free from any damage. Our quality control measures make sure your item is inspected at the time of assembly AND at the time it is packaged so you can be assured your item will leave our premises in perfect condition.

However, in the unlikely event that your item is damaged during transit AND you have paid for shipping insurance, please email us immediately (strictly within 24 hours of delivery) with the following information:

Order Name and Number
Photos of the damaged item
A photo that clearly shows the damaged item, the packaging and the shipping label - this MUST be in the same photo.

Damage reported after 24 hours will not be replaced or repaired regardless of whether you have paid for shipping insurance.

Pick up of Orders from Myaree, Western Australia
If you would like to collect your order from 3/45 McCoy Street Myaree, Western Australia, and avoid a postage fee please select this option at checkout!

Special Occasion Order Dates
If you are ordering a frame for a special occasion (ie Mother's Day, Father's Day or Christmas) below are the dates that we advise you order by for the best chance to receive your order before the event.

Orders placed before these special events will be produced and shipped as quickly as possible however we take no responsibility for orders that do not arrive before the event. We highly recommend ordering early to avoid disappointment.

Valentine's Day

Australia Wide Postage: 25th January 2024
Collection from Myaree, Western Australia: 30th January 2024

Mother's Day

Australia Wide Postage: 21st April 2024
Collection from Myaree, Western Australia: 30th April 2024

Father's Day

Australia Wide Postage: 11th August 2024
Collection from Myaree, Western Australia: 17th August 2024

Christmas

Australia Wide Postage: 25th November 2023
Collection from Myaree, Western Australia: 7th December 2023

Refunds

Refunds are not available on any of our products if you simply change your mind or make a wrong selection. However you may choose between a refund, exchange or credit note where goods are faulty, wrongly described, different from a sample shown to you or don't do what they are supposed to do.