Frequently asked questions

 

Contacting Us

How do I contact UniversityFrames?

You can email us at using this form and our lovely people will answer your questions. No physical stores means better prices for you!

 

Ordering

How do I place an order if the product is out of stock?

If the item is out of stock, unfortunately that means we’re too popular and some other person in your cohort has ordered the last one. We suggest you track them down and demand an explanation for the heinous crime.

 

If the item is out of stock, unfortunately you won’t be able to buy until we make more. In most cases, on the product page you can sign up to receive an email when we re-stock.

I changed my mind about my order/ordered the wrong product – can I change my order?

If you ordered after 10:30am on a weekday, you can contact us before 5pm and typically we can change the details of an order before it leaves the next day.

If you ordered before 10:30am or on a weekend, you can contact us to request a swap, however there will be a small fee to cover additional postage costs.

Delivery

What methods of payment are available?

Credit card and PayPal are acceptable forms of payment on our website. Farm animals and your first-born child are not. (Credit card payments are securely processed by eWay).

How long will delivery take?

Delivery times vary by location. You can use our delivery time estimator at the top of this page (only available on desktop devices). Just enter your postcode for an estimate of both regular and express delivery times.

Like most companies, we do not dispatch orders on weekends or on public holidays. Weekend orders are processed first-thing Monday morning!

Why hasn’t my order arrived yet?

There are several reasons why your order might not have arrived in the time you expected:

  1. Pre-order item: if the product that you purchased was marked as 'pre-order', that means it is being made and normal delivery times to not apply until after manufacture is complete. Check the appropriate product page to remind yourself of the completion date.

  2. Post delay: there are rare instances where our courier service experiences delays. This happens from time to time and unfortunately we can’t do anything about it except be mad about it, too.

  3. Item lost: this is an extremely rare occurrence.

Do you deliver internationally?

Yes, international courier options are available in our checkout.

 

Returns and Refunds

Under what circumstances do we provide a return and refund?

We will provide a refund if your item(s) have a major fault or are incorrect. Refer to our Refunds and Returns Policy below. Please note that you must request a refund/return before attempting to post anything to us - items will not be received without a return authorisation code.

 

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