Frequently Asked Questions
Here are the answers to the questions we get asked most: delivery times, shipping, photos, changes and warranty. If yours is not here, write to geral@iframe.pt.
Personalisation
How does personalisation work?
Open the product page, choose the options and add what that piece allows: photos, names, dates, a phrase or a song. Check everything before adding it to the cart. Choosing only the colour or the size is not enough; the piece needs those details to be made.
Can I see how it looks before paying?
On most products, yes. The page shows a preview as you add the photo and the text, and what you see is what will be produced. Hand-drawn portraits and clothing have no preview: we create the drawing ourselves from your photo.
Can I give a personalised gift without a photo?
Yes. The plaque with the maps of two cities is personalised only with the places and your names, and the necklace with a dedication carries an engraved phrase or drawing. Each product page shows what you need to send before you choose.
Which photo should I send?
A sharp photo with the face visible and good light, without sunglasses or strong shadows. Avoid screenshots and photos of photos; the original file from your phone is best. For clothing, a plain background helps the drawing. Colours on the product may differ slightly from your screen.
If in doubt, send us the photo at geral@iframe.pt before ordering and we will tell you whether it works.
I made a mistake in a name or a date. Can I change my order?
You can change or cancel up to 60 minutes after confirming your purchase: write straight away to geral@iframe.pt with your order number. After that, production starts and, as each piece is unique, we can no longer change or refund it. Still, get in touch: we will look for a solution with special conditions for a new piece.
Delivery times and shipping
How long does it take to receive my order?
The times below for mainland Portugal already include production and shipping and count in working days from payment confirmation:
- Light plaques and lamps: 4 to 6 working days
- Tiles, mugs and necklaces: 5 to 7 working days
- Frames and maps: 6 to 8 working days
- Hand-drawn portraits and personalised clothing: 9 to 11 working days
Each product page shows the estimated delivery date for your purchase. Shipping abroad adds the transit time listed below.
I need the gift for a specific date. What should I do?
Check the estimated date on the product page before buying. Light plaques and lamps are the fastest pieces. We do not have an express service, but if you are in a hurry write to us before ordering: on request, we can often produce in 1 working day. Around festive dates (Christmas, Mother's Day, Father's Day, Valentine's Day) we announce on the site a deadline to order with guaranteed delivery in time: order by that date and it will arrive on time. The Christmas 2026 deadlines are already published.
How much is shipping? Is there free shipping?
In mainland Portugal shipping costs 3.90 € and is free from 59 €, as in Spain. All shipments include a tracking number.
- Madeira and Azores: 5.90 € by sea (add 9 to 15 working days) or 9.90 € by air (add 6 to 9 working days)
- Spain: 4.90 €, add 2 to 4 working days
- Other European Union countries: 9.90 €, add 4 to 8 working days, with no customs charges
The shipping cost is always shown in the cart before you pay. Details in our Shipping Policy.
Which countries do you ship to?
Portugal (mainland and islands), Spain and these European Union countries: Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Netherlands, Poland, Slovakia, Slovenia and Sweden. For now we do not ship to other destinations.
How do I track my order?
When your order ships, you receive an email with the tracking link. You can also use the Track Order page. Tracking can take up to 24 hours to show the first movement, and pauses of 1 to 2 working days between updates are normal.
If there is no movement for more than 10 working days (20 for international shipments), write to geral@iframe.pt with your order number and we will sort it out with the carrier.
Returns, problems and warranty
Can I return my order if I change my mind?
No. Each piece is made only for you, with your photo or your text, so we cannot accept returns for a change of mind, as the law provides for personalised products. That is why we ask you to check the names, dates and photo before completing your order.
What if my order arrives damaged or with an error?
We replace or reprint at no cost when there is a manufacturing defect, when the personalisation differs from what you asked for through our fault, or when the piece was damaged in transit. Send geral@iframe.pt your order number and clear photos of the product, the packaging and the shipping label. You do not need to return the piece.
For transit damage, please let us know within 48 hours of delivery if possible. Full conditions in our Returns Policy.
Do the products have a warranty?
Yes, all products are covered by the 3-year legal conformity warranty. It does not cover normal wear, misuse or damage after delivery. Small finishing variations and colour differences between screen and product are not defects.
Products and materials
What are the products made of?
Light plaques are acrylic with direct printing, with no vinyl or glued images. Frames have high-quality prints with a frame. Tiles are ceramic with a glossy white finish, in 15x15 cm or 20x20 cm. Necklaces are stainless steel and mugs are ceramic, made for everyday use. On clothing, the portrait is embroidered on hoodies and sweatshirts.
Does the Spotify code on the plaque really work?
Yes, the printed code is real. Open the Spotify app, tap search and then the camera icon, point it at the code and the song you chose plays on your phone. It stays on the piece forever.
How should I clean the plaque?
With a soft, slightly damp cloth, in short and gentle movements. Do not use alcohol or abrasive products: they can damage the print.
What clothing sizes do you have?
Hoodies and sweatshirts are unisex, from XS to XXL, and there are children's sizes from 4 to 10 years. The measurements for each size are in the size guide. We do not accept exchanges for a wrong size, so check the measurements before ordering.
Payment, businesses and contact
Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, American Express), MB Way, Multibanco, PayPal, Apple Pay and Google Pay. All transactions are secure and encrypted.
Are there discount codes?
Campaigns change throughout the year and current promotions are always announced on the site. The discount appears in the cart before you check out. If you subscribe to the newsletter, you hear about them first.
Do you take bulk orders for businesses or events?
Yes: corporate gifts and favours for weddings or christenings. Send geral@iframe.pt the product you want and the quantity, and we will reply with a quote.
Do you have a physical shop?
No, iFrame is an online-only shop. We produce in Portugal and ship from Portugal, with a tracking number on every order.
How can I contact you?
By email at geral@iframe.pt or through the contact form. We reply on working days, as quickly as we can. If you have already ordered, include your order number.
Updated on 24 September 2026.