Q: How can I track my order?

Shipments are made with DHL Express . Once your order is dispatched, the tracking details are sent to your e-mail address; you can follow your shipment on the carrier's website using them. If you have not received the tracking information, write to us at info@frameatolye.com .

Q: Which payment methods can I use?

You can pay by credit card or debit card . Depending on your card and bank, single-payment or instalment options are available. The order amount, VAT and shipping fee are shown separately in the order summary. Your invoice is issued electronically and sent to your e-mail address as a PDF.

Question 1

When is my order shipped?

Accepted Answer

Because every piece is made to order, the preparation time differs from standard products. The average production and shipping time is 3–5 business days. Weekends and public holidays are not included in this period.

When your order is handed over to the carrier, an automatic notification e-mail is sent to the address registered in your account. Product-specific preparation times are stated on the product page.

Question 2

How much is shipping?

Accepted Answer

The shipping fee depends on the volumetric weight (size and weight) of the package and is calculated automatically during checkout. You see the exact amount on the payment screen before completing your order.

Free shipping campaigns may be offered from time to time; unless otherwise stated, the shipping fee is borne by the customer. For details, see our Shipping Policy page.

Question 3

How can I track my order?

Accepted Answer

Shipments are made with DHL Express. Once your order is dispatched, the tracking details are sent to your e-mail address; you can follow your shipment on the carrier's website using them.

If you have not received the tracking information, write to us at info@frameatolye.com.

Question 4

Which payment methods can I use?

Accepted Answer

You can pay by credit card or debit card. Depending on your card and bank, single-payment or instalment options are available.

The order amount, VAT and shipping fee are shown separately in the order summary. Your invoice is issued electronically and sent to your e-mail address as a PDF.

Question 5

Where and how are your products made?

Accepted Answer

All of our pieces are made one by one, to order, in our own workshop in Kumluca/Antalya. We handle printing and framing in house and inspect every item by hand before dispatch.

Each piece is packed in protective packaging so that it is not damaged in transit. Product-specific material and size details can be found on the relevant product page.

Question 6

What are your return and exchange conditions?

Accepted Answer

Because our products are made to order using the images and instructions you provide, there is no right of withdrawal for personalized products under Article 15/1-ç of the Distance Contracts Regulation.

That said, if the product reaches you damaged, defective or incorrect:

You must contact us within 24 hours of the delivery date.
The product must be sent in its original packaging with the damage clearly visible.
The shipment must be made with the carrier we direct you to and with prior approval; shipments made without approval or with a different carrier are not accepted.

For details, see our Cancellation, Exchange and Return Conditions and Terms of Service pages.

Question 7

Can product prices change?

Accepted Answer

Yes. Our prices may be updated from time to time due to campaigns, discounts or changes in material costs.

However, the price valid at the moment you place your order is locked in for you; no change is made to your total after the order is placed.

Question 8

How can I cancel my order?

Accepted Answer

You may request cancellation before your order enters production. Please send your request as soon as possible to info@frameatolye.com or via our WhatsApp support line.

Depending on the stage of the process:

If design work has not started: a refund can be issued.
If the design is ready but has not been sent to print: the design can be changed.
Once printing has started: the product is made to order, so it cannot be cancelled or returned.

Question 9

What sizes are available, and can I order a custom size?

Accepted Answer

Each piece is offered in several sizes; you can see the available options on the product detail page.

If you need a size outside the listed options, send us your request. We will assess it according to production conditions and get back to you with pricing and timing.

Question 10

There is a mistake in my order — what should I do?

Accepted Answer

If you notice a wrong item, a missing part or incorrect information in your order, contact us as soon as possible. Reports after delivery must be made within 24 hours.

Send your order number and any photos to info@frameatolye.com and we will start the correction process for you.

Question 11

Do you deliver internationally?

Accepted Answer

No. Our orders are delivered only to addresses within Türkiye; international shipping is not available at this time.

Question 12

How is delivery carried out?

Accepted Answer

Your order is shipped to the address you provide at checkout. Delivery is made against presentation of identification and a signature. If you are not at the address, the carrier leaves a delivery note and the package is directed to the nearest branch.

Please make sure your address details are complete and correct; an incorrect address causes delays in delivery.

If your order cannot be delivered within 30 days, please contact us. If delivery does not take place within an additional period either, you may cancel your order and receive a refund of the amount you paid.

Question 13

What should I do if my product arrives damaged?

Accepted Answer

If you notice damage while receiving the package, be sure to have a report drawn up together with the courier. Without such a report, responsibility cannot be accepted for damage caused by external factors.

Then report the situation to us within 24 hours; an exchange is provided for the damaged product.

Get in touch: info@frameatolye.com · WhatsApp: +90 536 687 45 16 · Contact form

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