Shipping, returns and refunds
Every Field Frames print is made to order. Nothing sits in a warehouse; when you buy, a professional print lab produces your print from the photographer's master file and ships it to you. That is what keeps the range wide and the waste low, and it shapes how cancellations and returns work.
Cancelling or changing an order
Your order is sent to the lab shortly after checkout, often within a few hours, and once it is in production it cannot be stopped. If you need to cancel, change the size or paper, or fix a shipping address, email [email protected] immediately with your order number. If we catch it before production starts, we will cancel or amend it and refund you in full. If it has already gone to print, we cannot cancel, but read on: we will still help if anything is wrong with what arrives.
Production and delivery times
Prints are normally produced within 2 to 5 business days of your order. Delivery time is on top of that and depends on where you are. Where the lab has a facility in your region, your print is made there, which shortens the journey and avoids customs.
- United States: roughly 3 to 7 business days after production.
- Canada: roughly 5 to 10 business days after production.
- United Kingdom and European Union: roughly 3 to 8 business days after production, printed locally where possible.
- Australia: roughly 5 to 10 business days after production.
- Everywhere else: roughly 10 to 20 business days after production.
These are estimates, not promises. Busy seasons, weather and carriers can add days. You will get a shipping notification with tracking when your print leaves the lab. If we learn that an order will take longer than the time stated when you bought, we will tell you and offer you the choice to wait or to cancel for a full refund.
Shipping is charged at checkout and shown before you pay. Orders shipped outside the United States may be subject to import duties, taxes or handling fees charged by your country; those are set by your government, not by us, and are your responsibility.
If your print arrives damaged, defective or wrong
This is the case we care about most, and it is simple. Within 14 days of delivery, email us with your order number and clear photos of the problem and of the packaging it came in. We will reprint and reship at no cost to you, or refund you in full if you prefer. You do not usually need to send the damaged print back; if the lab asks to inspect it, we will arrange and pay for the return.
"Wrong" includes the wrong photograph, the wrong size, or the wrong paper or finish compared with what you ordered. It does not include the normal, small differences between a screen and paper described below.
What we cannot take back
Because each print is custom made for you, we do not accept returns or offer refunds for correctly produced prints that you have changed your mind about, ordered in the wrong size, or that look different in your room than you imagined. Please check size, paper and shipping address carefully before you pay. If you are unsure which size suits a space, email us before ordering and we will help.
A note on colour
Our prints are produced on colour-managed equipment from files prepared by the photographer. Screens are backlit and vary widely; paper is not. Modest differences in brightness, contrast and colour between your display and the print are inherent to printing and are not a defect. A print that is clearly miscoloured, banded, scratched, creased or bent is, and we will replace it.
Lost or undelivered parcels
If tracking has not moved for 10 business days (US) or 20 business days (international), or shows delivered but nothing has arrived, email us. We will open a trace with the carrier and, if the parcel cannot be found, reship or refund.
If a parcel is returned to the lab because the address you entered was incomplete or incorrect, or because it was refused or not collected, we can reship it to a corrected address for the cost of postage. Parcels that carriers lose for this reason are not always recoverable, so please double-check your address at checkout.
How refunds are paid
Refunds go back to the card or payment method you used, through Stripe. We issue them within a few days of agreeing the refund; banks usually take a further 5 to 10 business days to show the credit.
Your legal rights
Nothing on this page reduces rights that consumer protection law gives you where you live, including your rights under California law regarding defective goods.