FAQs
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Frequently Asked Questions:
What are your Picture Frames and Mirrors made of?
All our photo frames are hand made in Australia from 100% Eco friendly recycled timbers.
Where do you source your Timbers?
The recycled timbers are locally sourced from builders and demolition sites within and around the Southern Highland region, south of Sydney, and from Sydney, NSW.
Most timbers originate from old houses in Sydney and the Southern Highlands area, NSW.
The timber was part of someone’s house, shed, deck etc. for 20 to 50 years or more beforehand.
Is it possible to get frames matching exactly?
The timbers will have old nail holes and recycling marks so each one is a unique feature frame. The timbers vary in colour from light to dark; there are no two pieces the same. We do make orders from the same batch of timber.
Do the picture frames vary from the photographs on the website?
We try to get as close as we can when we match up the timber. If you're concerned about it please ask us to send you a photo of the frame you've ordered. We will do this on our mobile device and text or email it to you.
Can you tell us a little bit about the framing process?
The frames are made in a series of steps.
The timber is sourced, sorted and stored for over a year (or more) before it is used.
This allows the timbers to settle and air dry.
So, your frame has been over a year in the making.
We then reprocess the timber where neccesary to create the right look.
After this the frame is put together in the workshop, with glass and backing board and strong nylon cord for hanging.
Professional picture frame machinery allows us to produce a high quality picture frame or mirror. There will be no gaps in the mitre joints. There is nothing flimsy or wobbly about our photo frames and mirrors. They are hand made individually with great care by a master craftsman. Our recycled timber picture frames and mirrors are made to last a long time.
Do you use glass or Perspex in your Picture Frames?
The frames all have glass, not Perspex.
This gives a better look and does not distort or discolour over time.
We can supply non reflective glass as an added extra. Just contact us.
We have used Perspex occasionally when we have had a customer who asked for it specifially. The requests were for Perspex as the custom picture frames were exceptionally large.
Can you make my custom framing order with non-reflective glass?
Yes we can, but we do have to order it in especially and it does cost more. For some images it is better to use non reflective glass, the choice is yours.
We would like to replace the photos on a regular basis as our family changes and new events happen, such as birthdays, weddings, and holidays. Is this easy to do with your Large Multi Photo Collage Frames?
The metal easy open flexi tabs hold in the pictures. They are designed to bend so you can replace the photos many times if you want. We use them in every one of our Picture frames.
Do you have Ready Made Picture Frames?
We have a limited selection of ready made picture frames.The most popular designs are stocked in our small showroom.
How long does it take to get my frame?
Depending on where you live the courier or Australia post might take several days to deliver your frame. Remote areas can be up to 14 business days to arrive.
Please allow up to 15 days for your frame to be made. the busy Christmas season is even longer. We send an email with the tracking number when it's sent out. Each frame is handcrafted individually after you order it. We usually have a long list of orders to make. We choose our timber carefully and our frames are made to last a long time and to look amazing.There are no containers full of stock imported from overseas.
But what if I need a custom picture frame or custom made mirror in a hurry?
If you need a frame in a hurry please let us know straight away, and we'll do what we can to accommodate you.
Can you tell us about your packaging?
All the packaging we use is made of recycled materials. We take great care in the wrapping and very rarely have a frame that is delivered with a piece of broken glass. An extra effort in the wrapping versus a customer with a broken piece of glass that needs replacing. We chooses extra care every time!
Are the Parcels Insured?
Our delivery has insurance, so, if something is broken, just contact us to replace it.
Are your Recycled Timber Picture Frames and Mirrors Guaranteed?
Our frames have a guarantee.
If you don’t like them or are unhappy with them, just contact us to replace or refund.
We inspect all our timbers and there are no bugs growing in them.
How do I care for my Photo Frames or Mirrors?
The timber is sealed with a furniture oil, to show the grains, colours and textures.
You can apply more furniture polish, furniture oil or furniture wax, if you like.
More coats of polish or wax will build up a luster or sheen on the timber.
All supermarkets or hardware shops have a shelf of different furniture oils or waxes.
They are all suitable so use what you want.
You do not need to add any more finish if you don’t want to.
We have 20 year old frames at home, never touched, and they still look fine.
Do you make Custom orders in your recycled timber picture frames and mirrors?
Yes, we make custom orders and do custom framing.
Just email or text or call our mobile to chat.
We can send you photos of a frame for you to check if you want. This means that we make can make your custom order and text or email a photo to you. In this way you can see it before we send it to you.
Can I order in bulk?
Yes, we can supply bulk orders for anyone.
Artists, Photographers, Shops, Government Departments, Corporate, Awards, Exhibitions etc.
Can I visit you and shop in person?
You are most welcome to shop in person if you're in the area or enjoy a drive to the picturesque Southern Highlands where we live and work. We don't have time to be in a showroom full time as we're busy making frames or working on the property. So please make an appointment to visit the showroom.
Where do you sell your work?
We mostly sell through our website, emails and social media.
Feedback, reviews, testimonials from our customers.
We love to hear from you!
We love emails or texts.
We love to get social media clicks, likes or comments.
Tell your friends about the frames and mirrors as word of mouth is our best recommendation.
Your testimonials will help other people know about Wombat Frames. And we love feedback. It is quite satisfying to get your comments, so thanks in advance for taking the time to send us a review.
We really like it when you share photographs of the picture frames with your photos in them. We take great care in making each unique frame so we love seeing the end result. Seeing and sharing pics of our Picture Frames hanging on your wall with your personalised photos in them helps everyone else understand that Wombat Frames really are great!
Do you have more questions?
Please email or call us if you have any more questions. We look forward to hearing from you.
Returns and Exchanges Questions and Answers.
How long does your Returns Policy last?
Our policy lasts 14 days. You have 14 days to open your order and to get around to contacting us if you are unhappy in any way.
Can you tell me more about Refunds or Exchanges?
If your order is really not as nice as our website shows, you can ask for a refund or an exchange. We chat over email, mobile or text to work it all out. We are a small craftsman business so are happy to work things out.
If you want a refund and have contacted us, your refund will be processed. A credit will be applied to your credit card, PayPal or Bank Deposit.
If you want to exchange , an exchange frame will be sent out and a photo of the frame will be sent before hand.
Late or missing orders (if applicable)
If you haven’t received your order.
We take a photo of all parcels and tracking numbers and have had many take longer than expected to arrive .We have only had 2 orders actually get lost in over 10 years.
We can check with the couriers and lodge an online search. This can be same day or take several days if they are busy. We will keep in touch to update you when we hear back.
If the courier were to confirm it is lost, we will make and send a new order asap and work out the insurance later.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
To return your order, you should send your order to: 54 Railway Parade, Balmoral, 2571, NSW Ph. 0413187495
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.