Customer policy

Refunds and Returns Policy

Last updated: 10 May 2026

This Refunds and Returns Policy explains how refunds, replacements and returns are handled for purchases made through FlightToFrame.com.

1. Made-to-order products

Most products sold through FlightToFrame are made to order, custom printed, or produced specifically using the photograph and product option selected by the customer.

Because of this, we do not offer returns or refunds simply because you changed your mind, no longer want the item, selected the wrong photograph, ordered the wrong size or product, or entered incorrect delivery details.

2. Damaged, faulty or incorrect items

We will review refund or replacement requests where an item arrives damaged in transit, faulty, materially different from what was ordered, or incorrectly produced or sent in error.

You must contact us at support@flighttoframe.com within 30 days of receiving your order.

Please include your order number, full name, email address used to order, a description of the issue, and clear photographs of the item and packaging where relevant.

3. Returns

If we ask you to return the item, it must be returned within 30 days of receiving your order, unless we agree otherwise in writing.

Please do not return any item without contacting us first. We will tell you where to send the return after your request has been reviewed.

4. Refunds or replacements

If we accept your claim, we may offer a replacement item, repair where appropriate, full or partial refund, or another suitable resolution.

Refunds will usually be made to the original payment method used at checkout. Refund timing may depend on Stripe, your bank, card provider, or payment provider.

5. Customer error

We are not responsible for errors made by the customer during ordering, including choosing the wrong photograph, size, product type, delivery address, or failing to check order details before payment.

If you notice an error shortly after ordering, contact us immediately. We cannot guarantee changes can be made once production has started.

6. Delivery issues

If an order is delayed, lost, or marked as delivered but not received, contact us and we will review the issue with the relevant fulfilment or delivery partner where possible.

We are not responsible for failed delivery caused by incorrect or incomplete delivery details supplied by the customer.

7. Statutory rights

Nothing in this policy affects your statutory rights. This policy explains FlightToFrame's returns process for made-to-order photographic products while still protecting customers where goods are damaged, faulty, incorrect, or not as described.

8. Contact

For refund, return or replacement requests, contact support@flighttoframe.com.