Return Policy
At iFrame, every piece is made from what you send us and is unique to you. If something doesn't arrive as it should, we'll put it right. No fuss.
When we reprint or replace (free of charge)
We replace or reprint free of charge whenever:
- There is a manufacturing defect*;
- The personalisation is wrong through our fault (text, photo, size or print different from what you ordered);
- The product was damaged in transit.
How it works: email geral@iframe.pt with your order number and clear photos of the product, the packaging and the shipping label. You don't need to send the item back: in most cases the photos are enough for us to assess it (occasionally we may ask to collect the item). The replacement is on us and comes with a new tracking number.
Damage in transit: ideally, let us know within 48 hours of delivery. That window is what allows us to file a claim with the courier. If you only spot the problem later (for example, a gift that stayed wrapped until the party), get in touch anyway: we always look into your case.
Guarantee
All iFrame products are covered by the 3-year legal guarantee of conformity (Portuguese Decree-Law No. 84/2021). If you find a lack of conformity, contact us with photos and we will assess a replacement, repair or refund, in accordance with the law. The guarantee does not cover normal wear and tear, misuse or damage caused after delivery.
*What is (and isn't) a manufacturing defect
A defect is any clear production or finishing fault that affects function or appearance (for example, a print that is noticeably cut off or misaligned, illegible or smudged text, or damage caused during manufacture). The following are not defects: small variations in finish or alignment that do not affect the overall look, colour differences between the screen and the product or between batches, and a dimensional tolerance of ±3 mm (measurements on the website are approximate).
Returns for a change of mind
Because every product is personalised and made just for you, we cannot accept returns for a change of mind, as provided for in Article 17(c) of Portuguese Decree-Law No. 24/2014 (which transposes Article 16(c) of Directive 2011/83/EU).
Errors in the personalisation sent by the customer
The text you write is printed exactly as you submit it. Before checking out, double-check names, dates, accents and the photo you've chosen. If the error lies in the details you sent (a typo in the text, a low-quality photo), free replacement does not apply. Even so, talk to us: we always do our best to find a solution that leaves you happy.
Clothing sizes
The measurements in the tables are of the garment, not the body, and are for reference. We do not accept exchanges or returns due to size choice. If in doubt, measure a garment that fits you well and compare it with the table before ordering.
Cancellations and changes
You can change or cancel your order within 60 minutes of your purchase being confirmed. After that, the order goes into production. If you still need to change something, contact us as soon as possible: if production hasn't started yet, we'll do our best to help.
Refunds
Where a refund is due, it is processed within 5 to 10 working days, using the original payment method (MB WAY included).
Original shipping costs are non-refundable, except where the error is ours. In those cases, the new shipment is always on us.
Alternative dispute resolution
In the event of a consumer dispute, you may turn to an alternative dispute resolution body (Portuguese Law No. 144/2015). National body: CNIACC, the Portuguese National Centre for Consumer Information and Arbitration, www.cniacc.pt. More information on the Portuguese Consumer Portal: www.consumidor.gov.pt.
Still need help?
The satisfaction of everyone who trusts us is what drives us. If something didn't go right, write to us at geral@iframe.pt and we'll sort it out together.
Last updated: 18/08/2026