Reading Frames

We want every Reading Frames order to arrive as described and in good condition. If you need help with a cancellation, return, damaged item or refund, please use our contact form.

Nothing in this policy limits your statutory consumer rights. These include applicable rights of withdrawal, cancellation, refund and remedies for goods that are faulty, damaged or not as described. These rights also apply to handmade and made-to-order products.

Cancellations and the right of withdrawal

For eligible physical goods bought online, consumers in Poland and elsewhere in the EU, the EEA and the United Kingdom generally have 14 days after receiving the goods to notify us of withdrawal, without giving a reason. For items in one order delivered separately, the period generally starts when the last item is received. You may also notify us before delivery.

Making a standard design only after an order is placed does not automatically make it personalised or remove this right. Starting production does not by itself end an applicable statutory cancellation right.

If you would like to amend an order, use the link in your confirmation email or contact support promptly. Whether an amendment can be made depends on the order's progress; this does not affect your statutory rights.

Genuinely personalised goods

A statutory exception to change-of-mind withdrawal may apply where goods are genuinely made to your individual specifications or clearly personalised, such as your own image, custom wording or bespoke measurements. It does not apply merely because you select a standard design that is produced after ordering. Rights concerning faulty, damaged or misdescribed goods remain protected even where a withdrawal exception applies.

How to request a return

Use the contact form and select “Order I placed”. Include your order number and the email used at checkout. If you cannot find the number, the form provides an “I can’t find my order number” option. State clearly whether you wish to withdraw from the purchase or report a problem. A clear statement is sufficient to exercise a statutory withdrawal right; no special wording or prior approval is required.

Support will provide the appropriate return address and instructions for your order. Please request the address promptly rather than assuming the dispatch address is the return address. A request for instructions does not replace a withdrawal notice, and you do not need to wait for a reply to notify withdrawal within the applicable period.

For statutory withdrawal, goods should be sent back without undue delay and within 14 days after you notify withdrawal, unless support confirms that a return is unnecessary. Keep evidence of dispatch. Responsibility for return postage follows the information disclosed before purchase and applicable law; this page does not impose a new charge on an existing order. Necessary return costs for faulty or non-conforming goods are covered as required by law.

Faulty goods, quality issues and damage in transit

If an item arrives damaged, is faulty or does not match its description, contact support with your order details and a description of the problem. Photos of the item and packaging, where available, help support assess damage or a quality issue. Contact us even if you cannot provide photos; they are not a blanket condition for exercising statutory rights.

Available remedies may include repair, replacement, a price reduction or a refund, as required by applicable law. Handmade variations do not excuse faults or a material difference from the product description. You are not required to resolve a claim directly with the carrier instead of exercising your rights against the seller.

Please report problems promptly so they can be addressed. There is no blanket 30-day cutoff for statutory claims: the relevant legal rights and time limits remain applicable.

Refunds

For a valid statutory withdrawal, the refund includes the purchase price and the standard outbound delivery cost where required by law. Any extra cost of an upgraded delivery option is treated according to applicable law.

Refunds are made without undue delay and within the applicable statutory deadline, generally within 14 days of receiving your withdrawal notice. Where the law allows, reimbursement may be withheld until the goods are received back or you provide evidence of sending them back, whichever happens first.

Refunds use the original payment method unless you expressly agree otherwise without a refund fee. Bank and payment-provider processing times may vary; they do not replace statutory refund obligations. Refunds for faulty or non-conforming goods follow the applicable legal remedy.

Digital content, donations and tips

Any restriction on cancelling or refunding digital content, including locked messages, donations or tips is subject to applicable law and Fourthwall's terms. For digital content, an applicable statutory withdrawal right is lost on immediate supply only where the required express consent and acknowledgment have been obtained. If you have a payment or access issue, use the contact form. Nothing here excludes rights that cannot legally be waived.

Accepted Payment Methods

We accept payments via credit/debit cards, PayPal, Google Pay, Apple Pay, and depending on your location, we also accept Klarna/AfterPay and local payment methods. 

International Orders

International orders may be subject to import taxes, duties, and other customs charges. If your order includes any international shipments, you’ll see either a pre-collected duty amount or a notice about potential import fees at checkout, depending on your location and the items ordered. You are responsible for any applicable import duties or fees, whether collected at checkout or upon delivery. For more information regarding your country’s customs policies, please contact your local customs office.

Merchant of record

Orders are handled by our Merchant of Record and merchandising partner, Fourthwall.com, who handle order-related inquiries and returns. Privacy Policy Terms of Service.