Final Sale:Up to 50% Off Select Styles. Free Shipping On All Orders.

Final Sale:Up to 50% Off Select Styles. Free Shipping On All Orders.

Customer Care

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FAQs

  1. 1. WHY SHOULD I SET UP AN ACCOUNT?
    You can shop at FRAME without creating an account.
    Register for an account and enjoy the following benefits:
    • Track your orders and review past purchases
    • Create a return for your order directly from your account
    • Save your address and payment details for quicker check out
    • Build a customized wish list and share with friends and family
    • Manage your account details, address book and email preferences
  2. 2. IS MY PERSONAL INFORMATION PRIVATE?
    We take data protection seriously. For more information, please read our Privacy Policy.
  3. 3. I FORGOT MY PASSWORD. HOW CAN I GET A NEW ONE?
    Go to our Forgot Your Password page to receive instructions on how to reset your password.
  4. 4. WHAT PAYMENT METHOD DOES FRAME ACCEPT?
    We accept Visa, MasterCard, American Express and Discover credit and debit cards. All payments are processed through a secured checkout. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly. If you would prefer to place an order by telephone, you can call Customer Care at +1 844.80.FRAME (+1 844.803.7263), Monday-Friday from 7AM-5PM PST.
  5. 5. HOW WILL I KNOW IF MY ORDER IS CONFIRMED?
    You will receive two emails after your order is placed. The first confirms the details of your order. The second email notifies you your order has shipped and contains your shipment tracking number.
  6. 6. CAN I MAKE CHANGES TO MY ONLINE ORDER?
    Unfortunately, once an order is placed we are unable to make any changes. This is so that we can get your order to you as quickly as possible.
  7. 7. HOW LONG DOES IT TAKE TO PROCESS MY ORDER?
    Orders are processed Monday - Friday, excluding federal holidays.
    • Orders placed by 2pm PST (Monday -Friday) are processed and shipped on the same day or within one business day.
    • Orders placed after 2pm PST (Monday-Friday) will ship the next business day.
    • Before we ship your order, we may need to confirm details with the card issuer. We will do our best to keep delays to a minimum.
    • Once an order has shipped, the delivery time depends on the chosen shipping method.
  8. 8. HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?
    For information on delivery and shipping charges to our destination, view our shipping section.
  9. 9. WHAT COUNTRIES DO YOU SHIP TO?
    Currently, we only ship within the United States. We hope to offer international shopping in the future. To stay abreast of any updates, we encourage you to subscribe to our email newsletter.
  10. 10. CAN I PLACE AN ORDER THROUGH TWITTER, FACEBOOK OR VIA EMAIL?
    For your protection and security, we do not take orders via Twitter, Facebook or email. Customer Care representatives will not request your credit card number or any other sensitive information via twitter, Facebook or email. Orders may be placed securely on our website frame-store.com or by calling our Customer Care department at +1 844.80.FRAME (+1 844.803.7263).
  11. 11. HOW DO I REDEEM MY VIRTUAL FRAME GIFT CARD?
    You can redeem on the payment page when making your purchase. Enter your gift card number, click “Apply”, and your gift card amount will be automatically deducted as payment on your order. If you'd like to check your balance, please email Customer Care at care@frame-store.com or by calling our CUSTOMER CARE department at +1 844.80.FRAME (+1 844.803.7263).

    Note: when using a gift card, please do not discard it after use. If you choose to return any of the merchandise purchased with it, the value of the merchandise will be credited back onto your gift card.

    If redeeming at a FRAME retail location, simply present the virtual card to any FRAME sales associate at checkout.
  12. 12. HOW CAN I FIND AN ITEM I SAW IN THE STORE?
    If you need assistance locating a FRAME style, please call +1 844.80.FRAME (+1 844.803.7263) or by email at care@frame-store.com
  13. 13. HOW SHOULD I CARE FOR MY FRAME PRODUCTS?
    To fully enjoy your new FRAME products, make sure you read the item's label and follow the care instructions. Here are a few more tips for keeping your items looking their very best.

    For Dark Denims: always wash denim inside out, zipper up, to prevent excess wear and delay fading.

    For Leather: always use a leather dry cleaning facility.
  14. 14. WHY ARE SOME ITEMS MARKED AS FINAL SALE?
    Products in our sale categories are final sale and cannot be returned or exchanged.