How do I place an order?
We have kept the order process as simple as possible. Choose what you would like by clicking the 'Add to Cart' button and once ready, go to checkout to complete your order (don't forget to include any discount codes we are running or gift voucher details if you have one).
At checkout, you can either input your address details or if you're a returning customer, you'll see the address boxes are pre-filled for you. Select your payment method, and then place your order.
Can I save my order and return to it?
Yes! We automatically save any order you've created, as long as you're signed in to your existing account and added the order to your basket.
How can I cancel or change my order?
If your order has been placed and not yet despatched, get in touch with us via our contact page and our team will do all they can to cancel or change your order.
Do I need an account to place an order?
Orders can be made without having an account.
How do I track my order?
Our deliveries are made via a tracked service. You will receive a tracking number by email from us upon despatch of the item(s). Once you have that, you can check where your package is via the carrier's track and trace page (depending on which service you select when the order was placed).
Otherwise, if you have been waiting longer than the advised time for delivery of your order (normally 5 working days), please do get in touch with us via our contact page and we will do all we can to help.
How do I get a refund?
We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@popupframes.com.
If your return is accepted, we’ll confirm by writingl, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@popupframes.com.
What if I have an issue with the product?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Take photos of the damaged item(s) as well.
What are your exceptions or non-returnable items?
Unfortunately, we cannot accept returns on sale items or gift cards.
How can I get an exchange?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What is the European Union 14 day cooling off period?
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How will I hear about whether I will receive a refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@popupframes.com.