At Frame Clothing Store, our philosophy of intentional design extends to every facet of your journey with us. We are committed to providing a seamless, secure, and considered experience—from the moment you place your order to the care we take in handling a return. Our policies are crafted with clarity and respect for both your time and the integrity of our craftsmanship.

Shipping Policy

We deliver our curated collections worldwide (excluding Asia and select remote areas). Our goal is to ensure your order arrives with the same care with which it was made.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order has shipped.

Shipping Methods & Timelines

We offer two shipping options to suit your needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment.
  • Free Shipping: Available on orders over $50, shipped via EMS. Delivery typically occurs within 15-25 business days after shipment.

Please note that these timelines are estimates and may be affected by factors outside our control, such as customs processing.

International Orders

As a global brand, we welcome international customers. Please be aware that you, as the recipient, are responsible for any applicable customs duties, taxes, or import fees imposed by your country. These charges are not included in the item price or shipping cost and are collected by your local carrier upon delivery.

Return & Exchange Policy

We want you to be completely satisfied with your Frame purchase. Our return policy reflects our dedication to quality, sustainability, and the considered nature of our pieces.

Policy Overview

We gladly accept returns and exchanges for eligible items within 15 days of the date you receive your order. To be eligible, all items must be in their original, unworn, unwashed, and undamaged condition, with all tags attached and in the original packaging.

Final Sale & Non-Returnable Items

In alignment with our focus on seasonless staples and the intimate nature of certain materials, the following items are considered final sale and cannot be returned or exchanged:

  • Leather & Suede items, due to the natural characteristics and custom care requirements of these precious materials.
  • Denim that has been tried on or fitted in a way that may affect its condition, acknowledging the personal nature of denim wear.
  • Any item marked as “Final Sale” at the time of purchase.

This policy helps us maintain the integrity of these special pieces for future wardrobe journeys.

How to Initiate a Return or Exchange

To begin, please contact our customer service team within the 15-day window. Follow these steps for a smooth process:

  1. Contact Us: Email our service team at [email protected] with your order number and details about the item(s). Using the template below ensures we have all necessary information.
  2. Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
  3. Ship Your Return: Securely package the item(s) in their original packaging, clearly mark the RMA number on the outside, and ship to the address we provide. We strongly recommend using a trackable shipping service.
  4. Inspection & Processing: Once received at our warehouse, our team will inspect the item(s) (typically within 3-5 business days). We will notify you via email once the process is complete.

Return & Exchange Request Email Template

To streamline your request, please use the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Frame Customer Service Team,

I would like to initiate a return/exchange for my recent order. My details are as follows:

  • Order Number: [Please insert]
  • Full Name: [Please insert]
  • Email Address on Account: [Please insert]
  • Item(s) for Return/Exchange: [e.g., Denim Bootcut, Size 28]
  • Reason for Return/Exchange: [e.g., Size Exchange, Color Change, etc.]

Please advise on the next steps, including the return address and any specific instructions.

Thank you,[Your Name]

Refunds & Credits

Upon approval of your return:

  • Refund Method: Refunds will be issued to the original payment method used during purchase (VISA, MasterCard, JCB, or PayPal). We process all transactions securely through our trusted partners and do not store your full card details.
  • Timeline: Please allow:
    • 3-5 business days for the refund to be processed from our end after inspection approval.
    • An additional 5-10 business days for the refund to appear in your account, depending on your financial institution’s policies.
  • Shipping Costs: The original shipping fee ($12.95 for Standard Shipping) is non-refundable. For exchanges, we will cover the cost of re-shipping the new item to you.
  • Free Shipping Orders: If you used the free shipping option on an order over $50 and are returning the entire order, the calculated standard shipping cost may be deducted from your refund.

Exchanges

For size or style exchanges (subject to availability), we will ship the new item once your return is received and approved. We will notify you with the tracking details for your exchange shipment, which will follow our standard delivery timelines (10-25 days depending on the service).

International Returns

International customers are responsible for any return shipping costs and applicable customs duties or taxes incurred when sending items back to our US facility. We are unable to process returns to alternative addresses.

Need Further Assistance?

Our dedicated team is here to provide a considered and transparent resolution. For any questions regarding shipping, returns, or exchanges, please contact us.

Frame Clothing Store
Attn: Returns Department
Email: [email protected]
Postal Address: 3610 Brighton Circle Road, St Martin, US 56376

We aim to respond to all inquiries within 1-2 business days.