Refund policy

Every Phoenix Framers frame is made to order in our workshop at 3A Seafort Avenue, Sandymount, Dublin 4, to the size and details you choose. Please read this policy before you order.

Made-to-order frames

Frames made to your measurements, and frames personalised with names, times or other lettering, are made to your specification. Under Irish and EU consumer law, goods made to the customer's specifications or clearly personalised are not covered by the 14-day right to cancel that applies to most online purchases. Once we have started making your frame, we can't accept a cancellation or a change-of-mind return.

Before we start

Every online order is checked by our team before anything is made. If something in your order doesn't look right, such as a size or a spelling, we'll contact you first. If you need to change or cancel an order, email framing@phoenixframers.ie or call 01 230 9115 straight away. If we haven't started work, we'll make the change or give you a full refund.

Damaged or faulty frames

Your statutory rights are not affected. If your frame is damaged or faulty, or isn't what you ordered, contact us within 14 days of collection or delivery with your order number and photos. We'll repair it, remake it or refund you, as appropriate.

Your measurements

We frame to the sizes entered at checkout, so a frame made to an incorrect measurement isn't a fault. If you're unsure, bring your piece into the studio and we'll measure it with you.

Refunds

Approved refunds are made to your original payment method. Your bank may take a few working days to show the refund.

Phoenix Framers, 3A Seafort Avenue, Sandymount, Dublin 4. Phone 01 230 9115. Email framing@phoenixframers.ie.