Terms of Service

Last Updated: 21/01/2025

1. General Information

These Terms of Service govern your use of the We Do Frames EU online store and all purchases made through it. By placing an order, you confirm that you have read and accepted these terms.

We Do Frames ApS

CVR: 45411540

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

[email protected]

+45 70 72 86 47

For enquiries, please contact us at [email protected]. We aim to respond within 48 hours on business days. You can also reach us by phone during office hours.

This store serves customers in all EU countries, excluding Denmark, which is served by our separate Danish store. These terms apply exclusively to the EU store.

2. Products

Every We Do Frames product is made to order in our own workshop. We do not hold stock. Each frame is individually manufactured, assembled, and quality-checked after your order is placed. This means that production begins immediately upon purchase, and each item is crafted specifically for you.

We offer both standard-sized frames and fully custom-sized frames. This distinction is relevant to your return rights — see Section 6 (Returns and Refunds) for details.

Product images, descriptions, and configurator previews on our website are as accurate as possible. Due to differences in screen calibration, actual colours may vary slightly from what is shown. If you have questions about a specific product before ordering, please contact us at [email protected].

3. Prices and Payment

Prices

All prices are displayed in Euros (€) and are inclusive of local VAT for your country, as determined by your delivery address. The applicable VAT rate is confirmed at checkout. No additional taxes or charges will be added after checkout.

The price of a frame depends on its size, profile, colour, glass type, and other configuration choices. The updated price is shown in real time as you configure your order.

Payment Methods

We accept the following payment methods:

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 Payment Is 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 and is governed by their respective terms, which are presented to you at checkout.

Payment Security

All payments are processed securely through Shopify Payments, which is certified to PCI-DSS Level 1 — the highest level of compliance in the payment industry. All data transmitted between your browser and our store is protected by TLS encryption. Where supported by your bank, 3D Secure authentication (such as Verified by Visa or Mastercard Identity Check) may be triggered to confirm your identity. We do not store your full card details on our servers.

Price Match Guarantee

We Do Frames offers a price match guarantee on comparable products made of equivalent materials. To request a price match, please contact us at [email protected] before placing your order, with a link or documentation of the lower price. The price match guarantee does not apply to discounted, promotional, or clearance prices.

4. Delivery

Production and Delivery Times

As all products are made to order, your delivery consists of two stages:

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.

Shipping Options and Costs

We ship to all EU countries. Shipping costs are calculated at checkout based on the size of your order and your delivery address. We do not offer free shipping. All shipments include a tracking link sent to your email address once your order has been dispatched.

Shipping options include GLS Parcel Shop, GLS Home Delivery, GLS Business Delivery, and FedEx. GLS shipments start from €9.99. FedEx standard shipments start from €14.99. A FedEx large-item surcharge starting from €109.00 applies to orders containing products that exceed GLS size limits — this fee is charged once per order. Full details are set out in our Delivery and Payment Policy.

Responsibility for Delivery

We Do Frames is responsible for your order from the moment of dispatch until it is delivered to you or made available for collection. If your order arrives damaged or is lost in transit, please contact us at [email protected]. We will arrange a replacement part or full replacement product at no cost to you. You are not required to return the original item unless we specifically request it.

Damage or loss occurring after delivery or collection is the customer’s responsibility.

Uncollected and Undelivered Packages

If a package is not collected from a parcel shop or cannot be delivered, it will be returned to us after 10 days. We will send you a reminder email before this window expires. Once returned, we will contact you to arrange re-delivery at a fee of €7.99 for standard packages or €89.00 for large-item orders. You have 14 days from our notification to respond. If we do not hear from you within this period, the order will be considered fulfilled. As all products are made to order, refunds are not issued for non-collection.

5. Right of Withdrawal and Returns

Right of Withdrawal

Under EU consumer law — specifically Article 16(c) of Directive 2011/83/EU — the statutory 14-day right of withdrawal does not apply to goods that are made to order or clearly personalised. As every We Do Frames product is manufactured individually to your specification, the right of withdrawal is excluded by law.

This means we are not legally required to accept returns. However, because we want to offer a competitive and trustworthy shopping experience, we voluntarily offer a 30-day return window on standard-sized frames, as described below.

Voluntary 30-Day Return Window

We voluntarily accept returns of standard-sized frames within 30 days of the date you receive your order. 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, returned items must be unused, in their original condition, and returned in their original packaging. If an item is returned in a used or damaged condition, the refund will be reduced to reflect the diminished value. Original outbound shipping costs are not refunded.

All returns must be initiated through our return portal at account.wedoframes.shop. Full details of the return process, shipping options, and applicable fees are set out in our Return Policy.

Quality Defects

If your order arrives with a manufacturing defect or quality issue, please contact us at [email protected] with a description and photographs. We will arrange a replacement of the defective part or a full replacement product at no cost to you. Our quality guarantee applies regardless of order type or return eligibility.

6. Warranty

As a consumer purchasing from an EU-based seller, you are entitled to a statutory 2-year legal guarantee under EU Directive 2019/771/EU on the sale of goods. This guarantee covers defects in conformity that exist at the time of delivery, including:

Products that do not match the description or sample shown at the time of purchase.
Products that are not fit for the purpose for which they are ordinarily used.
Products that are not of the quality and performance expected for goods of the same type.

Under this guarantee, you are entitled to request repair or replacement of the defective product. If repair or replacement is not possible or not carried out within a reasonable time, you may be entitled to a price reduction or a full refund.

To make a warranty claim, please contact us at [email protected] within a reasonable time of discovering the defect, and no later than 2 years from the date of delivery. Please include a description of the defect and photographs where possible. If the claim is valid, we will cover reasonable return shipping costs.

Items must be returned securely packaged to our returns address: We Do Frames, Pilevej 14, 8850 Bjerringbro, Denmark. We do not accept shipments sent without pre-arrangement, cash on delivery, or without adequate packaging.

7. Intellectual Property

All content on the We Do Frames website — including but not limited to product designs, photographs, graphics, text, logos, and configurator tools — is the property of We Do Frames ApS or its licensors and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, publish, or otherwise use any content from our website for commercial purposes without our prior written consent. Personal, non-commercial use is permitted provided that content is not altered and all proprietary notices are retained.

8. Limitation of Liability

To the fullest extent permitted by applicable law, We Do Frames ApS shall not be liable for any indirect, incidental, consequential, or special damages arising from your use of our website or products, including but not limited to loss of profit, loss of data, or business interruption.

Our total liability to you in connection with any order shall not exceed the total amount paid by you for that order.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law. Your statutory rights as a consumer are not affected by these terms.

9. Force Majeure

We Do Frames ApS shall not be liable for any delay or failure to perform our obligations under these terms where such delay or failure results from circumstances beyond our reasonable control. This includes, but is not limited to, supply chain disruptions, carrier delays, natural disasters, pandemics, strikes, or acts of government.

In the event of a force majeure situation affecting your order, we will notify you as soon as reasonably practicable and keep you informed of the expected impact on your delivery. You will not be charged for delays caused by force majeure events, and if fulfilment becomes impossible, you will be entitled to a full refund.

10. Privacy and Data Protection

To process your order and arrange delivery, we collect and process the following personal data: your name, delivery address, email address, and phone number. This data is processed on the basis of contractual necessity (Article 6(1)(b) GDPR) and is retained for five years in compliance with applicable tax and accounting obligations.

Your data is shared only with the carriers we use for delivery (GLS, FedEx) for the purpose of fulfilling your order. We do not sell your personal data to third parties.

We use server-side tracking for analytics and marketing purposes. Data collected through these tools is processed on our own EU-based servers before being forwarded to third-party platforms including Google Analytics, Meta, Google Ads, and Klaviyo. All transfers to platforms outside the European Economic Area are governed by Standard Contractual Clauses (SCCs).

Payments are processed securely through Shopify Payments. We do not store card or payment details on our servers.

For full details of how we collect, use, and protect your personal data — including your rights under GDPR and how to exercise them — please refer to our Privacy and Cookie Policy.

For data-related enquiries, contact us at [email protected].

11. Complaints and Dispute Resolution

Contacting Us

If you are dissatisfied with your order or our service, please contact us in the first instance at [email protected]. We aim to resolve all complaints promptly and fairly. Most issues can be resolved quickly through direct communication with our team.

Formal Complaints Escalation

If we are unable to resolve your complaint to your satisfaction, you have the right to escalate to an alternative dispute resolution (ADR) body. As a Danish company operating across the EU, we are subject to the following escalation routes:

For customers in all EU countries:

Complaints can be submitted to the European Commission’s Online Dispute Resolution (ODR) platform, which provides access to certified ADR bodies across the EU:

https://ec.europa.eu/consumers/odr

For customers in Denmark:

Complaints can be submitted to the Danish Dispute Resolution Foundation (Nævnenes Hus):

Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark

https://naevneneshus.dk

Please note that the Danish store operates under separate terms. EU store customers are encouraged to use the ODR platform in the first instance.

Governing Law and Jurisdiction

These terms are governed by Danish law, except where mandatory consumer protection provisions of your country of residence provide you with greater protection — in which case those provisions apply. Any disputes that cannot be resolved through ADR may be referred to the courts of Denmark, without prejudice to your right as a consumer to bring proceedings in the courts of your country of habitual residence.

12. Changes to These Terms

We Do Frames ApS reserves the right to update or amend these Terms of Service at any time. Changes will be published on this page with an updated “Last Updated” date. Updated terms apply only to orders placed after the date of the change. We encourage you to review these terms periodically.

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