Shipping policy

Shipping area

We ship within Germany and to the member states of the European Union (EU).

Processing time

Since every frame is made individually, we need a processing time of up to 7 business days before shipping. This processing time is separate from the subsequent delivery time.

During periods of high order volume (e.g. around public holidays), the processing time may be longer; in that case we will let you know on the website or by email.

Delivery time

Once processing is complete, we ship via DHL.

The delivery time within Germany is usually up to 5 business days from dispatch. In total, for deliveries within Germany you should allow a processing and delivery time of 7 to 12 business days from receipt of your order.

For deliveries to other EU countries, the delivery time may vary depending on the destination country and may take correspondingly longer.

Shipping costs

For deliveries within Germany, shipping costs are a flat €3.90 per order, regardless of the number of items ordered. For orders of €50 or more, we ship free of charge within Germany.

For deliveries to other EU countries, shipping costs are a flat €12.90 per order. We do not offer free shipping for deliveries outside Germany.

The shipping costs applicable to your order are shown during the checkout process before you complete your order.

Order tracking

As soon as your order has shipped, you will receive a shipping confirmation with a tracking number that lets you track your delivery online.

Packaging

Your items are carefully packaged to prevent damage in transit.

Damaged or lost shipments

If you receive a damaged shipment or your order does not arrive, please contact us within 7 days of the expected delivery date at hello@framedex.de or via our contact form so we can resolve the issue together. You can also find more information in our Right of withdrawal under "Damage and problems".

The passing of risk is governed by our Terms of Service – until the goods are handed over to you, we, not you, bear the transport risk.

Incorrect delivery address

Please check your delivery address carefully before completing your order. We cannot accept responsibility for delays or additional costs resulting from an address you entered incorrectly.

Questions

If you have any questions about your delivery, you can reach us at any time at hello@framedex.de or via our contact form.