Delivery & Orders

DELIVERY & ORDERS

SHIPPING

FRAME provides deliveries worldwide. UAE orders are processed through Quiqup and international orders are shipped from DHL. Shipping costs will vary by your order size, weight, and destination. Depending on the shipping address, the time of the delivery will vary as well. Working days in the UAE are from Monday to Friday and the weekends are on Saturday & Sunday. Orders placed after Friday 4PM (GST) will be processed on the following Sunday.

  • Domestic Delivery (UAE): 2 - 3 working days
  • Same day Domestic Delivery (Dubai only): In 4 hours if ordered before 18:00
  • Express Shipping (International): 4 - 7 working days

ORDER TRACKING

After placing an order, you will receive an email from us containing all the details of your purchase. Once your order is prepared and ready to be dispatched, you will receive a Shipping Confirmation email which will contain the tracking number. By clicking on the “Track Package”, you will be redirected to our delivery partner’s website where you can use the generated tracking code to follow the live status of your order.

For unforeseen circumstances, if your order is taking beyond the expected time frame, please contact us at [email protected].

DUTIES & TAXES

Delivery charges do not include any import fees (duties and taxes), which may be applicable depending on the destination of your order.

CANCELLATIONS

If for any reason you wish to cancel your order before the shipping confirmation, please contact us at [email protected] with your order number. However, if you have already received a shipping confirmation, this means your order is out for delivery. You can process the return of the items in its original condition for a refund or exchange.

RETURNS POLICY

If you are not satisfied with your order, you may return for your item(s) within 7 calendar days after the purchase. Returned items must comply with our returns policy.

  • Items must be returned unworn, undamaged, and unused, with all tags attached and the original packaging included.
  • Items cannot be exchanged more than once (nor can they be returned after they've been exchanged).
  • Intimate apparel and swimwear (including but not limited to: lingerie, boxers, briefs, swimsuits and bikini bottoms) must be returned with the original hygienic protective strip still intact.
  • Face masks and socks cannot be returned.
  • Shipping costs for returns are not covered by Frame.
  • Any duties and taxes that may occur will be deducted from your refund amount.
  • If you cancel your order due to a simple change of mind, a fee from your bank and payment gateway will be charged (5% of the total payment amount).

Please return the items in the same condition you received them. Any returns that do not meet our policy will not be accepted.

RETURN PROCESS

To initiate the return process of your order, please follow the following steps.

  1. Send us an email at [email protected] with the following details:
            - Original order number
            - Reason for return
            - Return for a refund or exchange

  2. Once the return is confirmed from our side, please send the shipment to the address and details provided below.

    •         DUBAI DESIGN DISTRICT
              BUILDING 7, R03, G FLOOR
              Dubai, United Arab Emirates
              SHOP FRAME FZ LLC
              +971 4 243 4258

  3. Once the return shipment is dispatched, please provide us with the tracking number.

REFUNDS

Once we have received and accepted the returned items, your refund will be processed. Your refund will be credited to the original payment method, excluding any duties and taxes. Please note that the refund may take 15 working days or more to show on your account, due to varying processing times between payment providers.

FAULTY ITEMS

In the unlikely case that the items have arrived damaged or incorrect items have been delivered, please immediately contact us at [email protected]. Delivery charges and duties will be covered by us.

SALE ITEMS

The prices of sale items are final and cannot be refunded. Items can only be exchanged within 7 days for other products of equal or greater value (with the difference paid, if applicable).