2.4.1 Frame Publishers will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.
2.4.2 Frame Publishers endeavours to ensure all standard items are in stock and available for immediate dispatch. Frame Publishers endeavours to deliver all goods that are in stock within ten (10) working days of orders being placed and in any event within thirty (30) days of your order.
2.4.3 Delivery dates acknowledged by Frame Publishers are non-binding estimates only, based upon the best available information concerning manufacturers lead times and transportation schedules. Therefore, orders may be shipped on, prior to (with the Client’s approval) or after the estimated date (after notification to the Client). Frame Publishers will notify you if there is the likelihood of any delay and agree with you a revised delivery time.
2.4.4 You will become the owner of the goods you have ordered when they have been delivered to you and we have received payment. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss, damage or destruction.
2.4.5 All downloads shall be delivered to your personal computer or other device which initiated the download. It is your sole responsibility to ensure that your device is enabled to play or access the digital content.
2.4.6 We shall be under no liability for any delay or failure to deliver products or digital content if the delay or failure is wholly or partly caused by circumstances beyond our control.
2.4.7 Frame Publishers reserves the right to ship physical items separately or via a third party supplier. This will not affect the purchase price or delivery charges.
2.4.8 Upon delivery to the address indicated on the order form by the Client, all responsibilities and risks involved in the reception of a product or products purchased from Frame Publishers are transferred from the seller to the Client/recipient. The same transference of responsibilities and risks occurs upon delivery of a product or products to a post office address or upon its/their delivery by a postal or transport-firm employee to an address other than the one indicated on the label.
2.4.9 Delivery terms will be considered as accepted by the buyer unless disagreement is notified to Frame Publishers in writing within seven (7) days of order placement. Special delivery conditions requested by the Client should be given in writing at the time of order placement and if necessary charges may change accordingly. From delivery or placement into storage all risks for the goods pass to the buyer.
2.5 Order Cancellation, Returns, Exchange and Refunds in respect of Goods only
2.5.1 Frame Publishers endeavours to make every effort in ensuring a comfortable and pleasant purchase experience, both through the Website/Webshop and upon receiving the goods. However, if the product received by the Client is defective or incomplete, the Client has stipulated days in which to respond and resolve the issue together with Frame Publishers. The issue with a defective or incomplete product can be resolved through various efforts.
2.5.2 Purchase orders can only be altered or cancelled with the consent of Frame Publishers. If Frame Publishers has already made expenses or has to make expenses caused by alteration of cancellation of the purchase order, Frame Publishers is entitled to payment of these costs by the Client.
2.5.3 The issue with a defective or incomplete product can be resolved in the following ways:
a. The Client can contact Frame Publishers (by fax, post or email only) requesting the repair or exchange of the product (or part of the product) in question, accompanied by a clear image/photo of the proposed damage to be assessed by Frame Publishers.
b. The Client who requests refund, return or exchange of a defective or an incomplete product (or part of a product) is asked to send an image clearly illustrating the defect to email@example.com within 5 working days for an initial assessment of the damage by Frame Publishers.
c. Within 5 working days upon receipt of the image, Frame Publishers will respond and, if deemed necessary, Frame Publishers may request the Client to return-send the defective item/s to Frame Publishers for further damage assessment. From the date of agreement to return-send the defective item/s, it is at the cost and responsibility of the Client to have the item/s reach Frame Publishers HQ in Amsterdam, The Netherlands within 20 working days without void of refund, return or exchange privileges. Receipt of defective item/s later than the stipulated time restraints will halt/and or cancel the return/refund or exchange process.
d. Within 30 days of receipt of the defective item/s, Frame Publishers will assess the damage, and depending on the discretion of Frame Publishers, Frame Publishers may send the Client a new, complete or repaired product.
e. Frame Publishers will take responsibility for all costs following the initial receipt of the goods to the Frame Publishers HQ, including shipping costs incurred by the buyer, unless it can be proved that damage, defects and/or missing parts are the responsibility of the Client, in which case Frame Publishers shall be absolved of all or part of the responsibility involved and shall not be obligated to repair or replace the product. If the Client is found to be responsible for damage to the product, or for its missing part(s), Frame Publishers will return the product to the Client in the same condition in which it was received.
2.5.4 When returning goods to Frame Publishers for any of the above reasons, please follow the return instructions given to you upon a return request. Returns should be received by Frame Publishers within a reasonable time (usually 14 days for national and 28 days for international). Please clearly indicate whether you would like a refund or exchange (exchange only available on clothing), enclose this information in the original packaging and return to the address on your documentation.
2.5.5 You cannot request return, refund or exchange on goods you have ordered that are:
a. Magazines; or
b. If you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you unless faulty; or
c. created pursuant to your own specifications; or
d. Perishable goods; or
e. Goods that by reason of their nature cannot be returned e.g. earrings; or
f. Gift cards; or
g. Downloadable software product; or
h. Some health and personal care items
2.5.6 We reserve the right to refuse any cancellations, refunds or returns if you do not return the goods to us in the same condition as we supplied them to you. The purchaser shall send an image of the damage for first stage inspection by Frame Publishers, and if deemed necessary a secondary stage inspection through return of the goods via post. You should return the goods to us with the original and, if applicable, undamaged packaging.
2.5.7 Wherever reasonable, you should keep the goods in their sealed packaging unless you are sure you wish to keep the item. You should ensure that any clothing item is kept or tried on in hygienic conditions. Any hygiene seals should be kept on products and not removed unless you wish to keep the product. We cannot accept returns of products where any hygiene seal has been broken or removed. You have a legal obligation to take reasonable care of the any products whilst they are in your possession. If you fail to comply with this obligation then we may have a right of action against you for compensation.
2.5.8 When returning items, adequate insurance cover and proof of posting is strongly recommended. Frame Publishers cannot accept responsibility for parcels lost in transit. For all returns (with the exception of larger or heavier items) you will be required to arrange and pay for the return of the products to Frame Publishers, unless we sent a faulty or defective product to you.
2.5.9 Frame Publishers may, at its sole discretion, arrange collection of heavy items. Please contact Frame Publishers to arrange a collection. Where this is the case you will be responsible to pay the costs of such collection (which we will notify to you in advance).
2.5.10 When returning goods ordered from the Website/Webshop, please quote the transaction identification code found on your Dispatch Notification e-mail.
2.5.11 Once you have notified us that you are cancelling your contract and that you are requesting a refund and you have returned the goods to us, any sum debited to us from your credit or debit card will be re-credited to your account as soon as possible and in any event within thirty (30) days of your notice to give cancellation subject to any rights we may have to withhold amounts to you. If you do not return the goods delivered to you or do not pay the costs of returning the goods, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
2.5.12 Refunds for items bought as a gift will be credited to the original purchaser.
2.5.13 Exchange on goods is not available. Only return is available. For fashion, if another size is required, the original clothing should be returned and a the correct size re-ordered. For returns, please contact firstname.lastname@example.org and instructions will be sent to return and re-order items.