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Return Policy

At Hope and Feathers Framing, we want you to love your order. Because many of our pieces are made to order, please review the policy below before purchasing.

Return Window

  • Standard (non-custom) items may be returned within 14 days of delivery.
  • The return request must be initiated within this window; items received back after 30 days from delivery will not be accepted.

Custom & Made-to-Order Exclusions

  • Custom framing, made-to-measure frames, custom mat cutting, and any order built to your specific dimensions, materials, or design specifications are final sale and not eligible for return, refund, or exchange, except in cases of manufacturing defect or shipping damage (see below).
  • If you’re unsure whether your order qualifies as custom, contact us before purchasing.

Item Condition Requirements

To qualify for a return, items must be:

  • Unused, unassembled, and undamaged
  • In their original packaging, including all inserts, hardware, and protective materials
  • Free of scratches, fingerprints, or glass/acrylic damage
  • Accompanied by proof of purchase (order number or receipt)

Items that show signs of use, assembly, or damage not caused by shipping will be denied a refund or subject to a restocking fee at our discretion.

Return Methods

  1. Contact us (see below) with your order number and reason for return to receive a Return Authorization (RA) number.
  2. Pack the item securely in its original packaging — glass and framed pieces are fragile and improperly packed returns may be damaged in transit.
  3. Ship the item back using a trackable method, with the RA number clearly marked on the outside of the box.
  4. Returns sent without an RA number may be refused or delayed.

Shipping Fees

  • Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped) or a defective/damaged product.
  • Original shipping and handling fees are non-refundable.
  • We are not responsible for items lost or damaged in transit back to us.

Refund Timelines

  • Once your return is received and inspected, you’ll receive an email confirming approval or denial.
  • Approved refunds are processed within 5–7 business days to your original payment method.
  • Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement.

Final Sale Exceptions

The following are always final sale and cannot be returned or refunded:

  • Custom  orders (as noted above)
  • Clearance, sale, or “as-is” marked items
  • Gift cards
  • Items damaged after delivery due to improper handling, hanging, or care

Exception: Defective items or orders damaged in transit are eligible for a replacement or refund regardless of the above, provided you contact us within 7 days of delivery with photos of the damage.

Contact Us

Questions about your return or order? We’re happy to help.

  • Email: contact@hopeandfeathersframing.com
  • Phone: (413) 835-0197
  • Hours: Monday–Friday, 10am–6pm Saturday 10am-6pm

Hope and Feathers Framing reserves the right to update this policy at any time. The policy in effect at the time of your purchase will apply to your order.