FAQ's

How long will it take to receive my order?
Making your frame takes a little time and a lot of love. Please allow up to 7 days for your proof to be sent out to you if (it is a custom order). Once it is approved, you should receive your frame up to 5 business days later. During busy periods this might be longer. So, if you need a frame by a certain date, lease let us know in the NOTES section with the rest of your details!

Can I pick up my frame?
Of course! Pick up is available from TAYLORS HILL or THOMASTOWN in MELBOURNE. If this works for you, use the code PICKUP at checkout. You will be notified of the address once your order is available for collection.

I'd like a specific background that doesn't appear on your page.
If you are after a specific colour/pattern background in mind for your frame, please email us prior to placing your order and we will do our best to accommodate your request.

Can I see the layout before my order is completed?
Yes, of course. Your proof will be emailed to you in the 7 days after an order is made. Once spelling is checked and approved by you, your order will be finalised. We want you to be completely happy with your frame.

Can I change or cancel my order?
Please contact us via email/ Facebook or on the website contact form if you need to change or cancel your order. If your frame has already been completed, unfortunately we cannot give a refund.

Can I include a date in my frame?
You sure can! Just chose ADD DATE in the drop-down menu when picking your frame size.

What happens if all my words don’t work as a crossword design?
This can happen! Sometimes the words just don’t fit together no matter how many different ways we try. If this is the case, you will be contacted with some options. Sometimes it can be as simple as adding another word in or taking some words out. We haven’t met a frame we were yet to complete!

My frame hasn't arrived yet?
If your frame has been shipped, please allow up to 3-4 business days for the delivery. Tracking should be emailed to you through our courier service. Please contact us if you have not received a tracking notification and we will sort it out.

My frame is damaged.
We take extreme care when wrapping all our frames, however, shipping and handling is outside of our control. If your frame arrives damaged, please contact us.

I love your stuff and want to order multiple frames.
Yay! Shipping costs are a flat rate. If you order multiple frames, you only have to pay for shipping once.

Do you ship internationally?
Not at the current time,sorry.

We hope we have covered all your questions. If not, please feel free to email us or send a message on our contact page. ~I HEART LETTERS team!