Returns & Exchanges

We hope every Blue Frame piece finds a lasting place in your home. On the rare occasion that something is not quite right, we will attend to it with the same care we gave to making it. This policy explains how returns and exchanges work, and how to reach us if you need us.

Effective year: 2026

The essentials. Ready-to-ship pieces may be returned within 7 days of delivery, unused and in their original packaging. Damaged, defective, or incorrect items are always put right — simply tell us within 48 hours of delivery, with a photograph. Personalised and made-to-order pieces cannot be returned unless they arrive flawed.

1. Our promise

Because our pieces are hand-painted and made in small batches, gentle variations in colour, texture, and brushwork are natural and are not considered defects. Where a genuine fault, damage, or error on our part occurs, we will gladly offer a replacement, an exchange, or a refund in line with this policy and your rights under the Consumer Protection Act, 2019.

2. Returning a ready-to-ship piece

Should you wish to return a ready-to-ship piece, you may do so within 7 days of delivery, provided it is:

Unused, unwashed, and undamaged;
In its original condition, with all tags, labels, and protective wrapping intact;
Returned in its original packaging.

Once we receive and inspect the piece — ordinarily within 3–5 business days — we will confirm your refund or exchange. Please retain your order confirmation as proof of purchase.

3. Pieces that cannot be returned

Some pieces are made especially for you or are unsuitable for return once opened. Unless they arrive damaged, defective, or incorrect, the following cannot be returned or exchanged:

Personalised, monogrammed, and made-to-order pieces;
Items marked as final sale or purchased during a clearance;
Gift cards;
Intimate or hygiene-sensitive items once unsealed.

This does not affect your statutory rights where a piece is genuinely faulty.

4. If your piece arrives damaged, defective, or incorrect

We inspect and wrap every order with great care, but should a piece reach you damaged, defective, or not as ordered, please tell us within 48 hours of delivery. To help us resolve it swiftly, kindly send:

Your order number;
A clear photograph or short video of the piece and the concern;
Where possible, an image of the outer packaging.

Once confirmed, we will arrange a replacement, an exchange, or a full refund — including any shipping cost — at no charge to you. An unboxing photograph or video is especially helpful for pieces that arrive damaged in transit.

5. Exchanges

If you would prefer a different piece, size, or colourway, we are glad to arrange an exchange where the item is eligible for return and stock allows. Where an exchange is not possible, we will offer store credit or a refund. If your chosen piece differs in price, any difference will be collected or refunded accordingly.

6. How to begin a return or exchange

Write to us at [SUPPORT EMAIL] with your order number and the reason for your return, within the applicable window.
We will confirm eligibility and share return instructions, including the return address.
Pack the piece securely in its original packaging and send it to us. Please do not return any piece before we have confirmed your request.

7. The cost of return shipping

Where a piece is damaged, defective, or incorrect, we bear the full cost of its return.
Where you return a piece for another reason — such as a change of mind on an eligible ready-to-ship item — the cost of return shipping is borne by you, unless we advise otherwise.
We recommend a tracked service for your return; we cannot take responsibility for returns lost in transit to us.

8. Once your return reaches us

Upon receiving your return, we inspect it within 3–5 business days. If it meets the conditions above, we will proceed with your exchange, store credit, or refund. Refunds are handled in line with our Refund Policy. Should a returned piece not meet the conditions, we will contact you and return it to you.