Question 1

Why did I get a charge from Format Framing on my card or bank statement?

Accepted Answer

Charges from Format Framing typically occur when you place an order for custom framing, printing, or both on formatframing.com.au. You may also see a charge if you recently approved a quote, reordered a past project, purchased a gift card, or if someone in your household used your card to order a frame or print. Review recent emails from Format Framing and your order history on their website to match the charge with a specific order.

Question 2

Does Format Framing use subscriptions or recurring billing?

Accepted Answer

Format Framing generally operates on a per-order basis and does not function as a subscription service. You are usually charged once for each custom frame or print job you place, including materials, printing, and shipping where applicable. If you see more than one charge, it is likely from multiple separate orders or adjustments (such as split shipments or updated quotes), not from automatic renewals.

Question 3

Why do I see a small or pending Format Framing charge on my account?

Accepted Answer

A small or pending charge may be an authorization hold placed by your bank or payment processor when you submit your payment details or when Format Framing confirms your order. This is a common security step to verify that the card is valid and has sufficient funds. Authorization holds usually drop off automatically after a few business days, leaving only the final order amount as the posted transaction.

Question 4

What are typical charge amounts for Format Framing orders?

Accepted Answer

Format Framing orders can vary widely in cost depending on frame size, materials, whether printing is included, and shipping destination within Australia. Smaller prints or frames may result in lower charges, while large, gallery-style frames or multiple items in one order will appear as higher single transactions. To see the breakdown for a specific charge, check the detailed invoice in your order confirmation email or by logging into your account on formatframing.com.au.

Question 5

How can I cancel or change a Format Framing order after being charged?

Accepted Answer

Because Format Framing products are custom-made, cancellations and changes are usually only possible within a short window after placing your order, before production begins. If you need to cancel or modify your order, contact Format Framing immediately through the support or contact form on their website and include your order number and the exact changes requested. They will confirm whether production has started and advise what is possible under their current policies.

Question 6

How do refunds and returns work for Format Framing charges?

Accepted Answer

Custom frames and prints are typically made to your specifications, so refunds and returns are often limited to cases of damage, defects, or errors compared with the approved order details. If your framed item arrived damaged or significantly different from what you ordered, take clear photos and contact Format Framing via their website promptly, referencing your order number. Their team will advise whether a replacement, repair, or partial/full refund is available based on their returns and warranty policy.

Question 7

How can I get a copy of my Format Framing receipt or invoice?

Accepted Answer

Your receipt or tax invoice is usually sent automatically to the email address you used at checkout when the order is confirmed. If you can’t find it, search your inbox (and spam folder) for “Format Framing” or “formatframing.com.au” around the transaction date. You can also log into your Format Framing account to download past invoices, or contact their support through the website to request a copy, providing your name, email, and approximate order date.

Question 8

How do I contact Format Framing about an unknown or incorrect charge?

Accepted Answer

Visit formatframing.com.au and use the contact or support page to reach their customer service team, including as much detail as possible: your full name, email, billing address, last four digits of the card charged, the transaction date, and amount. Attaching a screenshot of the statement line can help them locate the transaction faster. If they confirm that no order exists under your details, you may then wish to contact your bank for further investigation.

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