Customer Service
Need Help?
You will find the answers to commonly asked questions detailed below for your convenience.
To initiate a conversation with our Customer Service team, simply click on the chat icon located in the lower-right corner of your screen. You will also have the ability to attach files such as photos if needed. While we strive to respond promptly, there may be times when we cannot provide an immediate response. However, you will have the option to leave your contact information, and we will reach out to you as soon as possible.
You are more than welcome to email us if that suits you better than using our chat feature.
Chat: Lower-right corner of your screen
Email: help@vossington.com
Your order
You are eligible to return or exchange any item you ordered within 100 days of receiving it.
To initiate a return or exchange, please send us a message and we will get back to you as soon as possible with further instructions.
The timeframe for a refund to appear in your bank account largely depends on your bank's policies. While it can potentially take up to 10 business days, refunds typically show up in just a few days. For a more accurate timeline, we recommend reaching out to your bank or credit card company to understand their specific refund processing times.
Experiencing the disappointment of receiving damaged or wrong items is certainly never enjoyable. But rest assured, we are here to assist you in resolving this issue.
To begin your claim, we need four specific photos from you:
- A photo of the package
- A photo of the shipping label on the package
- A photo of the entire product
- A photo that clearly shows the damage on the product (or clearly shows that it is the wrong item)
Once you have captured those four images, please forward them to us in a message. Include your order number in the message, and specify which item was either damaged or not as ordered.
Moreover, do let us know if you want a replacement sent, or if you would rather have a refund.
We are committed to replying to your query as soon as we can.
We understand how frustrating it can be waiting for a shipment that seems to be lost. Here is what you can do as initial steps to find your package:
- Refer to the tracking number we sent in the shipment confirmation email. Check the carrier's website and confirm whether the package is marked as 'delivered'.
- Cross-check the shipping address in the order confirmation email to ensure it matches your intended delivery location.
- Look around your property, and ask anyone you share your address with (like a leasing office or a neighbour) if they have received the package on your behalf. It might also be helpful to check around the entrances of your residence for the package, particularly on back porches, bushes, garages, grills, or other places that might protect your package from theft or weather. Keep in mind, the delivery person might have also used plastic bags for weather protection.
If you are unable to find your package after these steps, please send us a message so we can start a trace process with the carrier.
Sure, you have the option to request order cancellation by sending us a message. However, please note that this does not assure that your order will be cancelled. In case your order has already been forwarded to the final stages of the order process at the warehouse, it will be out of our reach to cancel it. Rest assured, we will get back to you as fast as possible to confirm whether your cancellation request was successful or not.
Our products
Absolutely, all of our products will return to stock. We are currently growing at a rapid pace and are unfortunately selling out quicker than we can produce. Consequently, specific restock dates can sometimes be unclear, for which we sincerely apologise. While we do not offer preorders at this time, we encourage you to join our waitlist by clicking on the notification button on the sold-out item's product page. This way, you will be notified as soon as the item you want is back in our inventory.
We utilise plexiglass in our frames as it resembles traditional glass but offers added benefits. It's not only lighter, making it safer for hanging but also resistant to shattering. Furthermore, its greater impact resistance safeguards the frames during delivery, minimising any potential damage during shipment.
No, the plexiglass in our frames does exhibit some level of reflection and is not classified as glare-free.
No, we currently do not have mounts available for purchase, and our frames are not provided with picture mounts. That said, you can certainly fit a mount along with your chosen print or photo in our frames.
No, our frames are not acid-free. Nonetheless, to create an acid-free setup for your artwork with our frames, we suggest inserting an acid-free barrier paper between your piece and the backboard, and using an acid-free mount between the plexiglass and your artwork. These measures will provide your precious pieces with additional protection. At present, we do not have any picture mounts or barrier papers available for purchase in our store.
Our frames have pre-attached hangers on the back for vertical or horizontal wall hanging. However, you will need to provide the hook, nail, or screw for the actual wall attachment. The specific hardware required will vary based on your wall type. At the moment, we do not have any hooks, nails or screws available for purchase in our store.
No, custom-sized frames are not part of our current offering. Instead, our focus is on providing ready-made frames in a wide selection of standard sizes.
