FAQ

Our headquarters are in New York, while our production centers are strategically situated accross the globe. Orders are shipped from one of our production centers based on the shipping address provided and the availability of frames inventory.

We offer free worldwide delivery for all orders with no minimum spend requirement.

Orders are generally processed and fulfilled within 3-4 business days after placement. Please note that the processing time for orders is distinct from the delivery duration. Once your order is shipped, you can expect delivery within approximately 2-5 business days.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@designity.art just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@designity.art, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

If your tracking information reflects that your package has been delivered but you haven't received it, we recommend taking a few steps:

1. Confirm the Delivery Address: Ensure that the address provided at the time of purchase matches where the package was delivered. Sometimes, carriers might leave packages with neighbors or in a secure location nearby.
2. Check for Delivery Notes: Carrier services often leave notes or updates regarding the package's location or any special instructions for delivery. Look for any notifications left by the delivery service.
3. Contact the Carrier: Reach out to the carrier service directly. Sometimes, they can provide additional details about the delivery or investigate further to locate your package.
4. Wait a Bit Longer: In some cases, tracking systems may indicate a package as delivered before it actually arrives. Sometimes, there might be delays or errors in updating the status. Give it a day or two to see if the package arrives.
5. Contact Us: If the issue persists or if you're unable to locate the package, please get in touch with our support team at hello@designity.art. We'll assist you in resolving the matter and ensuring you receive your order.

We accept the following credit cards: MasterCard, Visa, American Express, Discover, PayPal, and Shop Pay. We also offer installement payments via Shop Pay Installements.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. 

Please contact our customer service team via hello@designity.art. Providing the return is within the 14-day period and meets our return criteria, we will send you the return instructions. We do not offer pre-paid shipping labels. 

In the rare event that your order arrives damaged or faulty, please take photos of the product, package and shipping labels and email our customer service team via hello@designity.art with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.