Frequently asked questions
Straight answers about sizes, lead times, safety and delivery. Can't find yours? Call us on 02 9690 2311 — we answer the phone ourselves.
Do you cut to size?
Yes, we are happy to make mirrors of any size you like.
What is the lead time on custom mirrors?
We manufacture to order, so please allow approximately 2–3 weeks, plus 1–3 business days in transit. We can often turn around emergency orders faster when necessary — call us on 02 9690 2311 before you order. See Shipping & delivery.
Are your products safety glass?
Yes, we use the safest products available when creating your mirrors and framing your prints.
What is the deepest item you can frame?
For best results we'd recommend not framing items more than 12cm deep — however, we can suggest a range of other display options for bigger items. Please contact us to discuss.
Do you deliver and install?
We have partnered with some of Sydney's best delivery and installation teams to ensure your item arrives in great shape and is hung safely.
Do you ship internationally?
We will try to help if possible. Please contact us to discuss your needs.
Do you offer refunds?
Ready-made items can be returned within 30 days of delivery — unused, in original packaging and with proof of purchase. Custom-made and made-to-order pieces can't be returned for change of mind — this includes custom mirrors, custom framing and catalogue mirrors made to a size you chose. Nothing here limits your rights under the Australian Consumer Law, and if you're not happy with the result we want to work with you to get it right. Full detail: Returns policy.
My order arrived damaged — what do I do?
Photograph it and contact us within 48 hours of delivery at sales@theframingproject.com.au — that's what our courier's insurance requires. This is a separate, shorter window than the 30-day change-of-mind return above, and it doesn't limit your rights under the Australian Consumer Law. See Returns policy.
Can I pick up my order?
Yes — pick up from our Matraville workshop at no extra charge. Pickup hours are Mon–Fri 9am–5pm and Sat 11am–2pm. We'll let you know as soon as your order is ready to collect.
Do you offer a student discount?
Yes, we offer a 20% discount to HSC students for their portfolios.
Can I recycle the product packaging?
We aim to use as much recyclable packaging as possible. Please remove sticky tape and bubble wrap, and recycle the cardboard.