Email is our support channel and the proprietor answers it — normally within one working day. Include the order number and say what is wrong; that is usually enough to solve it in one reply. If a pane arrived cracked, attach the unboxing video and we will not ask you for anything else.
Where to reach us
- Trading name
- Photo Frame Factory (photoframefactory.shop)
- Business type
- Sole proprietorship
- Registered address
- Shop no. 4, Animesh Apartments, Lohar Ali Rd, near karnavat classes, Jambli Naka, Thane West, Thane, Maharashtra, 400601, India
- Phone
- +91 90040 79575
- [email protected]
- Hours
- Customer service: 10:00 AM – 8:30 PM IST, daily
- Dispatch point
- Thane, Maharashtra — orders confirmed before 3:00 PM IST join the same working day queue
We are online only. The address above is where orders are packed and dispatched — it is not a shop or a framing counter, so please do not travel to it to view or collect an order.
Before you write
Four lines save an exchange of five emails:
- Your order number, and the tracking number if it has shipped.
- What is wrong, in a sentence.
- Photographs of the carton and of the frame.
- The unboxing video for anything cracked, wrong or missing — within 48 hours of delivery.
Subject lines that route straight through
- Order cancellation — before dispatch, inside the 1 to 2 business days handling window
- Order modification — address, quantity, size or finish change before dispatch
- Return request — within 10 days of delivery
- Cracked glass — within 48 hours, with the unboxing video
- Missing part — a hook, a backing board; we ship the part rather than the whole frame
- Which size fits my photo — send the print measurement and we will tell you
- Payment issue — with the UTR reference from your bank
- Grievance — to escalate a case ordinary support did not resolve
Response times
| First reply to an email | Within one working day, during Customer service: 10:00 AM – 8:30 PM IST, daily |
|---|---|
| Cancellation confirmed | Within one working day — refund released within 5 to 7 business days |
| Breakage decision | Same working day once the video reaches us |
| Return decision | Within one working day of your photographs reaching us |
| Refund after an approved return | 5-7 business days from the frame reaching us |
| Grievance acknowledged | Within 24 hours, resolved within 15 days |
Sizing help, before you order
Measure the printed photograph, not the old frame, and tell us the two figures in centimetres or inches. We will tell you which frame size takes it with the mat and which takes it without. This is the question we are asked most and the one that prevents most returns.
What we cannot help with
We are not a framing workshop: we do not cut mats to custom openings, re-glaze, or repair frames. We do not fit frames to walls, and we cannot advise on a specific wall we have not seen. Unless a product page lists it, we also do not supply photographs, printing, mats in non-standard cuts, wall plugs, or hanging tools.
Grievance Officer
Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, a complaint that ordinary support did not resolve may be escalated to our Grievance Officer, the proprietor of Photo Frame Factory, at the address and email above. Please put Grievance in the subject line.
Send us a message
This form reaches the same inbox as the address above.