Return Policy

Effective Date: 21/01/2025

Our Approach to Returns

Every We Do Frames product is made to order in our workshop — we do not hold stock, and each item is crafted specifically for the customer who ordered it. As a result, we are not legally required to accept returns under EU consumer law, which explicitly exempts made-to-order and personalised goods from the statutory right of withdrawal.

That said, we want to be a competitive and trustworthy alternative to mass-produced frame retailers. For this reason, we voluntarily offer a 30-day return window on standard-sized products, so you can shop with confidence.

We also stand behind the quality of everything we make. If you receive a product with a quality defect, we will always work to make it right — whether that means sending a replacement part or a completely new product.

What Can Be Returned?

The following products are eligible for return within 30 days of the date you receive your order:

• Standard-sized frames — both small (up to 70×100 cm) and large (above 70×100 cm), provided they are standard sizes.

The following products are not eligible for return:

• Custom-sized frames and any made-to-order products produced to non-standard dimensions.
• Custom large frames (above 70×100 cm) — only standard-sized large frames can be returned.
• Gift cards.
• Product samples.
• Orders placed under a custom pricing or bulk discount agreement.

To be accepted for a refund, returned items must be:

• Unused and in their original condition.
• Returned in their original packaging.

Please note: if an item is returned in a used or damaged condition, the refund will be reduced to reflect the diminished value. The reduction is assessed upon inspection when the item is received.

Quality Issues

If your order arrives with a manufacturing defect or quality issue, this is handled separately from our standard return process. Please contact us at [email protected] with a description and photos of the issue.

We will assess the situation and offer one of the following resolutions:

• Replacement of the defective part (e.g. glass, mount, or frame profile).
• A full replacement product sent at no cost to you.

You do not need to return the original item unless we specifically request it. Our quality guarantee applies regardless of order size, product type, or whether a return would otherwise be eligible.

How to Return an Item

All returns must be initiated through our return portal. Please do not send items back without first submitting a return request and receiving approval.

Return portal: https://account.wedoframes.shop/

Once your return request has been approved, the next steps depend on the size of the product.

Standard Frames — up to 70×100 cm

Once your return is approved, we will send you a return label by email. Simply attach the label to your parcel and drop it off at the nearest GLS parcel shop.

• Return shipping fee: €14.99, deducted automatically from your refund.
• Process: Submit return request via portal → Approval → Receive label by email → Drop off at parcel shop.

Large Standard Frames — above 70×100 cm

Due to their size, large frames cannot be returned using a standard parcel shop label. Once your return is approved, you will need to arrange and pay for return shipping directly to our address.

• Recommended carriers: DHL or FedEx. Please choose a service with tracking.
• Process: Submit return request via portal → Approval → Arrange shipment to our return address → Send us the tracking number.
• Shipping responsibility: The return shipment is at your risk until it is received and confirmed by us. If the item is damaged in transit due to inadequate packaging, the refund will be reduced accordingly. We recommend using the original packaging and a carrier with adequate insurance.

Packing Your Return

Regardless of which return method applies, please ensure your parcel is packed securely to protect the item during transit. We also ask that you include a note inside the parcel with:

• Your order number (e.g. #12345).
• A list of the items being returned (e.g. 1× Amsterdam frame, Black, 40×40 cm).

Return Address

Please use the following address when arranging your own return shipment:

We Do Frames

Pilevej 14

8850 Bjerringbro

Denmark

This address is for returns only and differs from our registered company address.

Returns on Gift Orders

If you received a We Do Frames product as a gift, please note that only the original buyer can initiate a return. The refund will be issued to the original payment method used at checkout.

Refunds

How Refunds Are Processed

Once we have received and inspected the returned item, we will process your refund to the original payment method used at checkout.

• Card payments (Visa, Mastercard, Apple Pay, Google Pay, iDEAL, Bancontact): Refunded directly to the card or account used.
• Klarna: The refund is applied to your Klarna balance or outstanding amount in accordance with Klarna’s standard refund process. If you have already paid, Klarna will return the amount to your original payment source.
• ViaBill: The refund is processed back through ViaBill and applied to your instalment plan or refunded to your payment source, in accordance with ViaBill’s standard process.

Refund Amount

The following will be deducted from your refund where applicable:

• €14.99 return shipping fee for standard frames returned using our label.
• A reduction for damage or wear if the item is returned in a used or damaged condition. The reduction reflects the diminished value of the item as assessed upon receipt.

Original outbound shipping costs are not refunded. As all our products are made to order, the statutory right of withdrawal under EU consumer law does not apply, and outbound shipping is not reimbursable under our voluntary return policy.

Refund Timeline

Refunds are processed within 7 business days of receiving and inspecting the returned item. Depending on your bank or payment provider, it may take additional time for the amount to appear in your account.

Contact

For questions about returns, quality issues, or your refund, please contact us:

We Do Frames ApS

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

[email protected]

+45 50 49 80 49