We do not accept returns simply for change of mind, particularly with customised products. If your order has been damaged in transit, please contact us within 7 days and provide a photo of the damaged goods. We will replace or provide a local source for replacement glass. Out of hundreds and hundreds of frames we have only ever had a couple break. In these cases I have sourced a replacement glass panel from a local framer/glazier in your town.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions on next steps.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
A4 and A3 prints are mailed flat via Australia Post. They are placed in a cello sleeve with rigid protective card to prevent bending. A2 and larger prints are rolled and sent in a postage tube. All frames are sent via courier. We have custom made boxes perfectly designed for our frames to ensure a nice snug fit. Please note, that once the items leave our hands, the delivery time is out of our hands, however we can give you a quote and will provide tracking information where relevant. For those in regional areas or western states, please allow extra time. Bespoke Moments can provide Express Post shipping if required. Please contact us to arrange this option.
Unframed Prints -
A4 & A3 prints are place in a cello sleeve with protective box board to prevent bending. They are then mailed in a rigid mailer with do not bend/fragile labeling.
A2 and larger are mailed in a rigid mailing tube. We recommend flattening for an extended period before attempting to frame. We would always recommend getting prints of this size professionally framed for best results. Framers have special presses and will ensure a stellar finish to a print of this size.
Framed Prints - We have custom made boxes to suit our frame sizes. Your frame will be prepped with corner protectors, wrapped in bubble wrap, placed in our custom boxes and void fill will be used to protect and also stop your frame from moving around. All frames are heavily marked with Fragile labels.