FAQ

GENERAL

What is the FrameLuv design studio?

Our first job is to make this as easy for you as possible. You do not need to know anything about art, design, decorating, or anything of the sort to be able to create a unique and personalized gift. Our FrameLuv Design Studio makes it as easy as can be. In the studio we have what we call a configurator that does all of the work for you; so, there’s no need to stress or worry you won’t get it right. We’ve made sure you will. So, let’s break the process down for each product so you can get to work creating gifts that will bring smiles to the faces of those you love.

 

Is there a retail store?

No. Because every FrameLuv is 100% customizable they are made unique for each special event or special person.

 

PRODUCT

Where are the products for FrameLuv made?

All Frameluv products are made in the USA.

 

What printing process to you use?

In printing, we use top of the line Epson 9900 professional equipment to print your photos.   Our printing method is the best in the industry. There are lots of cheap paper and we chose something that reflects your photos very well.

 

What type of paper do you use?

We use a satin 10 mill 250gram satin resin coated paper, printed on an Epson 990 large format printer.

 

What frames do you use?

Our frames are beautiful and all made in America by one of the leaders in framing materials production – Framerica. Each frame is made to ensure it will not warp. Each frame is custom cut to order at our factory.

 

What about mattes?

Our Matte boards create a beautiful visual boarder around your photos and art. We  frame up your art with the beauty and character using 4 ply, acid & lignin free board. This conservation quality board is perfect for framing.

 

What type of Glass does Frameluv offer?

To protect each piece from fading, discoloration and deterioration, we use UV glass on all pieces smaller than 20×30.  For pieces 20×30 and larger we use acrylic to ensure protection of your art and safe arrival.  Both work well in protecting your piece with clarity, beauty and distinction.

 

 

Why do we use acrylic on larger pieces? Isn’t it cheaper material?

Actually acrylic is more expensive than glass but necessary for larger pieces because it is lighter and more durable over larger dimensions.

 

How do we finish the back of your FrameLuv Art?

We seal the back of each Frameluv piece with brown frame paper and install  gallery-­strength piano wire to ensure it is easy for our customers to hang their beautiful piece without any additional steps.

 

 

Are there custom frame options?

All sizes are listed on the products page. If you need a different size than shown, just let us know and we will make it work for you.

 

 

IMAGES

Can I print a large image from a picture taken with my smart phone (iPhone or Android)?

Many of the today’s phones take HD photos and / or just good high resolution images. We have printed photos large pieces 24×36 and higher for clients with images taken with a smart phone. The key is to ensure when you prompted by your phone to send the largest size available. Many phones offer you the opportunity to send small, medium, large or actual size. When possible, use Actual size which will have the highest resolution.

 

I have an image file type not supported by your uploader (i.e PDF, RAW). What do I do?

Contact us for alternate instructions, we can provide you with a link to send it to.

 

What is the maximum file size you can accept through your website?

Our website uploader supports files up to 100 MB, if you have a larger file contact us and we’ll provide you with a link to our site.

 

What is the best size image file for prints?

While we specialize in working with images of all sizes, typically a file size of 2 MB or greater is enough for us to work with without needing to apply a low resolution filter.

 

Are there any restrictions on what type of photos can be printed?

You can print any digital image with us whether it be a photograph, painting or digital art. There are no restrictions on what subjects can be printed. FrameLuv does reserve the right to refuse orders with questionable content. You must however be the copyright owner of the image or have obtained permission for reproduction from the copyright owner.

 

Will my finished art look like the image on my computer screen?

Every computer screen displays images differently. Unless you have a profiled monitor, it may not display accurate colors. Every computer screen displays images differently and may differ from what the final printed product looks like. If your image needs dramatic color adjustments, please select our Major Retouching and let us know you would like color correction.

 

I’m not sure if my image is copyrighted or not, what happens if it is? Will you inform me?

We take copyright seriously and we know sometimes violations are unintentional. If there is a copyright issue with your image one of our customer service reps will contact you to come up with a solution.

 

What is your privacy policy with regards to the use of my images?

Check out our terms of use, but the short version is we’ll never use your images in any manner other than to print them for you.

 

ORDERING

How do I change the shipping or billing address on my order?

Contact us at 1­800­419­7685 or help@FrameLuv.com to change your shipping or billing address.

 

What payment methods are accepted?

We accept Visa, MasterCard, Discover, and American Express. All prices are in US dollars.

 

Is online ordering safe?

All credit card transactions are 100% safe. FrameLuv uses Secure Sockets Layer (SSL) which encrypts all of your credit card information.

 

How do I know my order went through?

Shortly after submitting your order, you will receive an order confirmation email confirming our receipt of your order.

 

RETURNS

I’m not happy with the FrameLuv piece I received, how do I go about returning it?

Before you return it, let us reprint it for you. We’re 100% committed to making you happy. If you absolutely want a refund, contact us.

 

My piece has been damaged upon arrival. What do I do?

While we make every effort to ensure your Framed art arrives in perfect condition, sometimes things happen. Hold on to packaging, take pictures of damage if possible and contact us. We will ship out a reprint ASAP.

 

What is your returns process?

We are confident in the quality of our products and your satisfaction is 100% guaranteed. If for any reason you are not satisfied with your purchase, you may return it within 30 days of receipt for a full refund on the price of the item. To return it to us, please pack it in the original packaging and include the completed Return Form. Shipping charges will not be refunded.

Please send all returns to:

 

Soulful Creations LLC

6841 Virginia Parkway

Suite 103­174

McKinney TX. 75071

 

CARE AND USE

Are there any special mounting instructions I should follow when hanging my piece?

All framed prints come ready­to­hang out of the box with gallery­strength piano wire. All you need is a hook/nail in the wall. When hanging art, the general rule of thumb is to have the center of the piece at the average persons eye–level. Galleries will often hang the center of the art from 60″ – 66″. If your Frameluv art  will hang over a piece of furniture just take that into consideration when hanging.

 

How do I clean/maintain my art?

The best way to clean each Frameluv piece is with a soft duster. You can also use a damp cloth on the glass and frame.

 

SHIPPING

How long does it take to receive my Frameluv print?

From the time you place your order, it takes 4­ business days for production and then 3­-5 days for standard shipping. Rush shipping takes 1­-3 days depending on your proximity to Dallas, Texas.

 

I need my Frameluv by a certain date, what do I do? (Rush shipping)

If you need your framed piece  by a certain date, please indicate it in the notes section of your order and add rush shipping to ensure it arrives in time. You may also contact us at support@FrameLuv.com with your order number after you place your order to confirm details.

 

Will you send me tracking information once my Frameluv has shipped?

Yes, we will email you once your order has shipped with your UPS tracking number.

 

What are your shipping options?

Ground Shipping takes 3­-7 business days.  We ship 1 or more pieces to the same address for our flat rate price of $14.  Rush Shipping takes 1­-3 business days and the costs are dependent on the frame size and your location.

 

Who do you ship with?

We use UPS.

 

Can I ship to a P.O. box?

Not at this time. Our carrier requires a physical street address.

 

How are prints packaged and shipped?

Check out an illustration of our packaging here. We package all prints carefully protecting them with corrugated sheets, plastic or foam sleeves and craft paper. Prints which are 20×30 or larger will be shipped rolled in a tube unless it is mounted. Otherwise all prints are shipped flat.

 

BILLING

Why do you charge my credit card before my product has been produced?

Because everything we make is custom and produced on­ demand.  Your piece will actually be printed within 8 hours of your order.   We must bill you in advance before beginning work. Don’t worry we offer a Luv­Guarantee. There is no risk.

 

I cancelled my order, why haven’t I seen a refund on my credit card?

It can take up to 7­-10 business days for a refund to process through your credit card company.Contact us for an ETA.

 

Post­Release Content

Where do I input my promotional code voucher?

Place your order as usual by adding your artwork to your shopping cart. Once you begin the checkout process you can enter your promotional code in the box labeled

 

How can you print images from Facebook and Instagram if they have lower resolutions?

We use different filters to help a low resolution image with some restrictions.

 

What image file types does FrameLuv accept through its site?

Our website uploader accepts JPEG, TIFF or PNG.

 

General Ordering

How do I place an order?

After you have selected your size, uploaded your photo, selected either Rolled or Framed options, and added any image customizations, just click on the Add to Cart button. You can finish the ordering process by clicking on the Checkout button, or you may continue shopping by clicking on the I’ll Keep Shopping link. You may return to your shopping cart at anytime to checkout by clicking on Cart in the upper right hand corner of the header. During the checkout process you can modify a selection at any time by clicking on the Cart tab and clicking the modify link under the item you would like to change.

 

Can I send in a picture, negative of slide for you to scan instead?

Coming soon!

We don’t have it yet, but will by December 15. Contact us  at support@frameluv.com so that we can tell you what to do until then.

 

Can you fix my image if it is pixelated?

No problem, we have a variety of effects and filters we can use to reduce the look of pixelation on your image.

 

What type of enhancements do you offer?

The enhancements available to add to your order online are Black & White or Sepia Conversion, Retouching.

You can have us print your image in Black & White or an antique Sepia tone and we will make sure your image converts to that color with the proper contrast and exposure. If you have already done the conversion yourself and are happy with it as is, leave the order as “Full Color” and we will print the image as it is received, but please note that the output may differ from what you see on your screen. Our Black & White and Sepia filters ensure these colors will print well.

Minor retouching. Please specify in the comments box provided what specific items you would like corrected.

– Remove red eye

– Dust Removal

– Remove date stamp

– Remove small scratches and imperfections

– Re–sizing to improve image resolution for printing

Major retouching would include more in depth correction or restoration. Please specify in the comments box what specific items you would like retouched. If you aren’t sure which option to choose for your image please contact us. We call each customer directly for image consultation on every order with major retouching.

– Teeth whitening

– Wrinkle removal

– Skin smoothing to minimize imperfections

– Remove moles, scars and facial blemishes

– Isolate color (make the shirt red) look for an action/filter for this

– Removal of large objects (wires, poles, etc)

– Add/Remove people from group shots

– Restore torn, stained or faded photographs

– Oil Painting Effects

– Other difficult requests

 

I would like to change the image that I originally submitted with my order. How do I do this?

Contact us as soon as possible via phone, email or chat and we’ll provide you with instructions on how to send us a new image. We usually complete printing within 8 hours to begin the framing process.

 

Can I add text to my image?

Yes! Simply select Text to words to create a piece with text. Our new state of the art system enables you to add text, logos and other images in the size and color you wish.

 

Can I see what my image will look like before printing?

Our online design tool shows you exactly what the final print will look like and this is the best digital proof that can be provided regarding the size and cropping of the finished piece.

Other enhancements do not automatically include a proof in the process and if you have concerns or would like to see the results before printing please make a comment to that effect when ordering.