FAQ

How to Measure Your Artwork

Q: How do I measure my artwork for a custom frame?
A: Measure the width and height of the artwork itself (not including any existing border or mat), in millimetres. Measure from edge to edge at the widest points. If your piece is an odd shape or you're unsure, bring it in and we'll measure it for you at no charge.

Please note that if you're including a mat, it will overlap approximately 2mm of your artwork on all sides.

Q: What if my artwork is an unusual size or shape?
A: All our frames are custom-cut to order, so unusual sizes, panoramics, and circular or oval pieces are no problem. Get in touch to discuss your specific piece.

Frame & Material Options

Q: What frame materials do you offer?
A: We work with a wide range of mouldings including timber, metal, and composite profiles, in hundreds of styles and finishes — from sleek contemporary trims to ornate gilded classicals.

Q: What glazing options are available?
A: We offer standard clear glass, UV-protective glass (which blocks up to 79% of UV light to prevent fading), and conservation-grade Museum Glass® for the clearest, most reflection-free finish. We can advise on the best option for your piece and budget.

Q: Do you offer conservation or archival framing?
A: Yes. We use acid-free mat boards, UV-protective glazing, and archival backing materials to ensure your artwork is preserved for generations. This is recommended for original artworks, photographs, and heirloom pieces.

Turnaround & Lead Times

Q: How long does custom framing take?
A: Our standard turnaround is approximately 2 - 3 weeks from the time we receive your artwork. More complex jobs or special-order mouldings may take a little longer — we'll always give you an estimate upfront.

Q: How long does it take to receive my online order?
A: For local delivery in Brisbane, we aim to get them delivered within 5 - 10 days from the day you place your order.

Q: Do you offer a rush service?
A: Rush orders may be available depending on workload. Please contact us directly to discuss your deadline and we'll do our best to accommodate you.

Q: Will I be notified when my frame is ready?
A: Yes — we'll text or email as soon as your order is complete and ready for collection or dispatch.

Shipping Fragile Artwork

Q: What should I do if my frame arrives damaged?
A: Please photograph the packaging and the damage before opening fully, and contact us within 48 hours of receiving your order. We'll arrange a replacement or repair as quickly as possible.

Returns on Custom Work

Q: Can I return a custom-framed piece?
A: Because each frame is made specifically for your artwork, we're unable to accept returns on custom orders unless the piece is faulty or damaged. If you're unhappy with any aspect of your frame, please get in touch.

Q: What if the frame is not what I expected?
A: We encourage you to review your frame sample choices carefully before confirming your order. If something doesn't look right when you receive it, contact us and we'll discuss the best resolution.

Care of Finished Frames

Q: How do I clean my framed artwork?
A: For the frame moulding, use a soft dry cloth to remove dust. Avoid water or chemical cleaners on timber frames. For glass, use a small amount of glass cleaner on a cloth — never spray directly onto the glass, as liquid can seep behind and damage the artwork or mat.

Q: How should I hang my framed artwork?
A: Hang frames away from direct sunlight, heat sources, and high-humidity areas (such as directly above a stove or in a bathroom). We use quality hanging hardware, but for large or heavy pieces, always use a wall stud or appropriate wall anchor.

Q: Can frames be repaired or reglazed?
A: Yes. Bring your frame in and we can assess it. We regularly re-glaze, re-mat, and repair existing frames — even ones we didn't make originally.