SHIPPING, RETURNS, REFUNDS AND EXCHANGE POLICY.

1. RETURNS, EXCHANGES AND REFUNDS

1.1 Please phone our customer care line if you wish to return or exchange a faulty or damaged item (07) 5527 9224.

1.2. Alternatively, send us an email to customercare@dawsonsframing.com.au with your
a) order number,
b) “RETURN/ EXCHANGE” in the subject line and,
c) a description of the fault/ damage with photos attached. We will make the necessary shipping arrangements for the return of your item.

1.3 The following items will be considered for return, exchange, or refund. (Please note, it is always useful to take a photo or video of the opening of the closed packaged frames as evidence.)
a) Defective Framing
b) Broken Frames
c) Lost Frames during postage
d) Incorrect Frames: Frames that have not been framed as per your original order specifications. (Please Note that it is your responsibility to ensure that your online orders and specifications are placed correctly. If you have made a mistake, we require notice of this error within 24 hours of placing the order)

1.4 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

1.5 If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@dawsonsframing.com.au.

2. Exceptions / non-returnable items

2.1 Certain types of items cannot be returned, like custom products (such as special canvas orders or frames). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

2.2 We do not offer refunds on uncollected items. Due to storage limitations, all items must be collected within 10 working days.

2.3 Dawsons Framing does not accept change of mind returns or exchanges. We are unable to cancel or amend orders 24hrs after they’ve been placed. Once your order is in production we cannot cancel it.

2.4 Please contact us as soon as possible if you wish to amend or cancel your order. Our frames are made to order and completion times may vary, our production process generally begins within 24 hours of the order being placed. Please note that during busy periods, such as over Christmas, production times may extend – we will advise of any delays via text message or email.

3. Damages and issues

3.1 Dawsons Framing aims to minimise the risk of damage to our products in transit through wrapping and packing as securely as possible.

3.2 In the rare event that your product arrived damaged or faulty we will replace or correct them at no cost to you, so long as evidence of damage or proof of fault (usually in the form of a photo) can be supplied. Please contact us soon as possible if you notice damage or a fault with your product.

3.3 There are rare occurrences when damage takes places to orders during the delivery process. Care should be taken to inspect the package for signs of damage before opening, and care must always be taken to open packages to avoid damage to goods. Dawsons Framing will replace any goods damaged in transit but will not be held responsible for any secondary damage caused by those goods on arrival.

3.4 Damage caused as a result of ill considered parcel-opening methods, such as a long sharp blade, or scissors through the box packing tape that cuts internal goods, will not be compensated for by Dawsons Framing.

3.5 Damage caused as a result of weather damage / theft due to an improper “Authority to Leave Area” (see 5.2) will not be refunded or exchanged.

4. Shipping

4.1 Delivery methods depend on the delivery location and the size of the order, but a preference will always be placed on making sure your order gets to you as quickly and safely as possible.

4.2. Delivery for orders will only be made to ONE address in Australia.

4.3 We do not offer international shipping on online orders.

4.4 If your order is to be shipped with a courier, you will recieve a tracking notification as soon as it is shipped.

4.5 If your order is to be collected from our pick-up location in Ashmore, Gold Coast, you will receive a text on the day it is ready for collection.

4.6 Shipping cost is calculated at checkout (if ordered via our website). If placing an order via email or phone, one of our team will let you know the relevant shipping options and charges.

4.7 In the rare event that damage occurs during shipping, we will organise a replacement as soon as possible.

4.8 Couriers generally take 3-7 business days to deliver orders, however please consider factors outside of our control (such as weather events, lockdowns) when considering shipping times.

4.9 If you are within our local delivery area consider picking up your item instore.

 

5. Authority to Leave

5.1 The option to select “Authority to Leave” is available at checkout. If selected, your order will be delivered even if no one is home. You will receive a confirmation when your order is delivered.

5.2 Please ensure that you have a safe area to leave your items. Undercover, weather safe, hidden from the eyes of passers by. If you cannot meet these requirements, please do consider opting not to choose this option.

 

6. In-store Pickup

6.1 The option to select “In-store Pickup” is available at checkout. If selected, you will be notified when your order is compete and ready to collect form our store, Dawsons Framing, located at 175 Currumburra Road, Ashmore, Gold Coast, 4214.