Delivery and Payment Policy

Effective Date: 21/01/2025

1. Delivery

Production and Delivery Times

All We Do Frames products are made to order. Once your order is placed, please allow the following timeframes:

• Production: 1–3 business days.
• Shipping: 1–3 business days after dispatch.
• Total estimated delivery: 2–6 business days from the date of your order.

During periods of exceptionally high demand — such as peak seasons or promotional periods — production may take up to 10 business days. If this applies to your order, we will notify you by email as soon as possible.

If you have a specific delivery deadline, please contact us before placing your order. We do our best to prioritise time-sensitive orders, even during busy periods, and we will always communicate openly about what is achievable.

Shipping Options and Costs

We ship to all EU countries. The estimated delivery time and applicable shipping cost are shown on the product page and confirmed at checkout. We do not currently offer free shipping.

All shipments include a tracking link, which is sent to your email address once your order has been dispatched.

Please note: shipping costs are calculated per order, not per item. The FedEx large-item fee of is charged once per order, regardless of how many large items are included.

GLS Parcel Shop

Your package will be delivered to a GLS Parcel Shop of your choice. You will receive a notification when it is ready for collection.

• Delivery time: 1–3 business days.
• Please bring a valid photo ID when collecting your package.
• Packages are held at the parcel shop for 10 days. If not collected within this period, the package will be returned to us.

GLS Home Delivery

Your package will be delivered directly to the address provided at checkout.

• Delivery time: 1–3 business days.
• GLS will make one delivery attempt. Someone must be present to receive and sign for the package.
• If no one is available at the time of delivery, the package will be redirected to the nearest GLS Parcel Shop. GLS will leave a note with collection instructions.
• Packages are held at the parcel shop for 10 days. If not collected within this period, the package will be returned to us.

GLS Business Delivery

Your package will be delivered to a business address (such as an office, studio, or workshop) during standard business hours on weekdays, typically between 08:00 and 16:00.

• Delivery time: 1–3 business days.
• Ideal for fixed delivery locations where staff are regularly present.
• GLS will make one delivery attempt. If no one is available, the package will be redirected to the nearest GLS Parcel Shop, and you will receive collection instructions.
• Packages are held at the parcel shop for 10 days. If not collected within this period, the package will be returned to us.

FedEx - Standard and Large Items

FedEx is used for shipments that exceed the size limits of the GLS network, as well as for certain standard shipments.

• Delivery time: 1–3 business days.
• Delivery is made to your front door or building entrance. Indoor or room-of-choice delivery is not included.
• A FedEx large-item surcharge applies to orders containing products that exceed GLS size limits (see below), starting from €109.00. This fee is charged once per order.

What qualifies as a large item?

FedEx delivery is required for orders containing:

• Products with glass larger than 70 × 70 cm.
• Products with plexiglass larger than 70 × 100 cm.

Tracking Your Order

Once your order has been dispatched, you will receive an email containing a tracking link. You can use this link to follow your shipment in real time through the carrier’s tracking portal.

Damaged or Lost Packages

We Do Frames takes full responsibility for packages that are damaged in transit or lost.

• Damaged on arrival: If your order arrives damaged, please contact us at [email protected] with a description and photos of the damage. We will arrange a replacement of the damaged part or the full product as quickly as possible.
• Lost in transit: If your package has not arrived within the expected timeframe and the tracking information indicates it may be lost, please contact us. We will investigate with the carrier and send a replacement if the package cannot be located.

In both cases, you do not need to return the original item unless specifically requested.

Uncollected and Undelivered Packages

If a package is not collected from a parcel shop or cannot be delivered because no one was available, it will be returned to us after 10 days. We understand this can happen, and we want to make it easy to resolve.

Here is what to expect:

• Proactive reminder: We will send you an email reminder before the 10-day collection window expires, so you have the best possible chance to collect your order in time.
• Re-delivery: Once the package has been returned to us, we will contact you to arrange re-delivery. A re-delivery fee applies: €7.99 for standard packages and €89.00 for large-item orders.
• Grace period: You have 14 days from the date of our notification to arrange re-delivery. If we do not hear from you within this period, the order will be considered fulfilled.
• No refund for non-collection: As all our products are made to order, we are unable to offer a refund for packages that are not collected or received. The right of withdrawal does not apply to custom-made goods under EU consumer law.

2. Payment

Accepted Payment Methods

We accept the following payment methods in our EU store:

• Visa
• Mastercard
• Apple Pay
• Google Pay
• iDEAL (Netherlands)
• Bancontact (Belgium)
• Klarna — pay later or in instalments, subject to Klarna’s approval and terms.
• ViaBill — split your purchase into monthly instalments, subject to ViaBill’s approval and terms.

When Is Payment Charged?

For card payments (Visa, Mastercard, Apple Pay, Google Pay, iDEAL, and Bancontact), payment is charged at the time of checkout when you complete your order.

For Klarna and ViaBill, payment timing depends on the plan you select (e.g. pay now, pay later, or pay in instalments). The specific terms, schedule, and any applicable fees are set by Klarna and ViaBill respectively and will be presented to you during checkout.

Prices and VAT

All prices displayed in our EU store are inclusive of local VAT for your country. The applicable VAT rate is confirmed at checkout based on your delivery address. No additional taxes will be added after checkout.

Payment Security

All payments made through our store are processed securely. We use Shopify Payments as our primary payment processor, which operates on industry-standard security infrastructure:

• TLS encryption: All data transmitted between your browser and our store is encrypted using Transport Layer Security (TLS), protecting your payment details from interception.
• PCI-DSS compliance: Shopify Payments is certified to Payment Card Industry Data Security Standard (PCI-DSS) Level 1 — the highest level of compliance available. This means your card data is handled, stored, and processed according to the strictest security requirements in the industry.
• 3D Secure authentication: Where supported by your bank, an additional layer of identity verification (such as Verified by Visa or Mastercard Identity Check) may be triggered at checkout to confirm the payment is authorised by you.

We do not store your full card details on our servers. Payment data is handled exclusively by Shopify Payments and the respective card networks.

Contact

If you have any questions about your delivery or payment, please contact us:

We Do Frames ApS

P.O. Pedersens Vej 2, 8200 Aarhus N, Denmark

[email protected]

+45 50 49 80 49