Home > Help Center > FAQ

Help & Resolution Center

Hi and welcome to our support page.

Here you should find plenty of up-to-date information regarding our services and website policies. If you still can't find what you're looking for, please feel free to reach out to our dedicated support team via :

User Account

Which parts of this site require a user account?

A user account is required to complete, track, return and cancel orders via the users section. It is also required for all custom frame orders. This is for data privacy and security reasons. If you have any trouble signing up, please feel free to reach out.

Why can I only create an account using my email address?

To reduce third party privacy policy hassles, we've disabled simplified account creation and login via Facebook and Google. However, we've also made it much faster and easier to sign up and login.

Should I choose to, can I delete my account?

You can delete your account and all of your accompanying data by simply clicking on "Delete My Account" in the Personal Details section of your user account. We can delete your account within a few minutes but deleting all accompanying data usually takes a short while longer.

I've changed email addresses and forgotten my password.

If you cannot access your account because your email address has changed and you no longer have access to the mailbox to retrieve the "Forgotten Password" link, then simply contact our customer support via email or via chat and we'll gladly assist.

Orders & Store Policy

What's the difference between products that are "Handcrafted to order" and others?

Products which have a hand icon associated with it are made to order and are subject to production time before the item ships. Products without this are typically ready to ship, either same day or within 1 business day.

Which payment methods do you accept?

We accept all major credit cards via our SSL-Encrypted payment gateway. We also accept debit cards via Klarna and Twint within Switzerland. Cash on collection is currently suspended but will be reintroduced shortly. Payment on invoice is possible on custom orders.

Can I cancel an order?

If you have ordered a product which is "Handcrafted to Order", then you modify or cancel your order up to 24 hours after placing it. For all other products, all order amendments should be made 90 minutes after placing. To change or cancel an order, please reach out to us via our chat.

I haven't received my refund yet!

Refunds are executed immediately on request by our support team but can take up to 14 days to be processed by our payment gateway partner and for the funds to reflect on your account. If it has been longer than 14 days and the funds have not reached you, please contact our customer support via email or via chat and we'll gladly assist.

Shipping & Returns

Where do you ship?

Flintstone Frames ships its products Europe-wide, including the United Kingdom and certain remote European territories such as the Canary Islands & Portuguese North Atlantic Islands. This is in addition to all over Switzerland, of course. We use Swiss Post AG/ Ascendia & DHL Express as logistics partners. Climate Compensation All shipping costs include carbon offset charges. We fund C02 offsetting initiatives all over the world, including tree planting and solar farming.

I've been asked to pay import duties, is this normal?

Typically, all import duties and taxes are charged to you, the buyer. These (if any) are to be paid upon delivery or collection. If a second shipment is agreed upon for reasons such as an incorrect product or damaged product, the second lot of duties can be claimed back via our Logistics Portal.

My package has arrived damaged.

All our packages are shipped with insurance and any package that arrives damaged needs to undergo investigation with our delivery partner. Not to worry though, all you have to do is open a ticket in our Logistics Portal and our team will get in touch with you to suggest some resolution options.

Can I return a product?

Returns with a full refund (minus shipping costs of the return) are possible within 30 days after receiving your products. We will organise the shipping label and process the refund once the items have been inspected and approved. If your item is broken, please contact our support as we typically will ask you to recycle the product rather than ship it back, depending on the severity of the damage.