FREQUENTLY ASKED QUESTIONS

We know that purchasing memorabilia or exploring the custom framing process, can be a little overwhelming or even daunting at times. So, to make the process easier, we have shared our frequently asked questions and answers below.

These questions take you through our key policies for lay-by, deliveries, returns, refunds and exchanges. We also explore memorabilia, product availability and evaluations.

If you find your question hasn’t been answered, or want to know more, please don’t hesitate to contact us and we would be happy to help.

Do you supply items for fundraisers?

Yes, as a local, family business we have a fundraising program to support community initiatives.

We can supply a range of custom designed and framed items, on consignment for auctions, raffles, prizes and fundraisers.

We provide you with the item’s reserve price, and any money you raise above that price, you keep. If you don’t meet the reserve, you simply the return the item to us, and don’t pay a cent!

Find out more on our Fundraising & Auctions page.

Do you provide refunds?

If your product is faulty, has become unavailable, or the quoted time for delivery has elapsed, we are happy to grant a refund on these grounds.

However, it is important that you choose your items carefully as we do NOT provide refunds if you have received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

Can items be returned?

If you receive incorrect or faulty goods, you must lodge a request for return within seven (7) days of receipt of the goods. We will then arrange for a refund or replacement. All goods remain the property of the sender until received by Superstars Framing & Memorabilia.  Please quote your invoice number in all correspondence.

However if you received what you asked for, but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it you are not entitled to return the item.

General info on requests to repair, replace or refund

You can ask a business for your preference of a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund.

When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

Would you be interesting in buying my memorabilia?

Unfortunately, we can not buy your memorabilia items. If you are looking to move your unwanted items, we suggest exploring platforms like Gumtree, Facebook, Ebay or local auction houses however we do not take responsibility for this advice.

Can you evaluate my piece?

No, we do not offer an evaluation service.

Do you deliver?

Yes. Superstars Framing & Memorabilia delivers items in Australia and overseas. Please allow up to 14 working days from receipt of payment. Delivery will be calculated at checkout or upon request. Local duty or taxes on goods delivered outside Australia are the responsibility of the purchaser.

What is your lay-by policy?

A lay-by is a written agreement that binds both parties. It means we cannot sell the item to anyone else during the agreed payment period because you have entered into an agreement to purchase the product.

Please note: If you cancel this lay-by, within the due date, all monies paid except the Termination Charge (A termination fee of $200 or 20% applies (whichever is less)) will be refunded. 

When placing an item on Lay-by the following conditions apply:

  • We require a deposit of 30% of the value of the sale item (minimum)
  • The lay-by period must be no longer than 8 weeks (this can be extended on some items, please ask our staff for details)
  • Regular payments must be made every fortnight
  • Lay-bys not collected by the due date will be returned to stock and no refunds will be given
  • A termination fee of $200 or 20% applies (whichever is less)
  • Lay-bys can only be arranged in person at our Morley store (lay-bys are not available for internet customers)
What currency does this website use?

All prices on this website are in Australian Dollars (AUD).

 

I am looking for a certain product...

All products are subject to availability and may be withdrawn at any time. As many of our suppliers are independent designers and craftspeople there may be occasional delays.

Please ask our staff and we will do our best to find your preferred item.

Privacy & Security Details

We do not share your details with any third parties other than those required to deliver the product to you, such as the freight company.

  • Security

This website uses an E-way payment gateway and a 128 bit SSL certificate. For more information refer to: www.paypal.com.

What are you doing during the Covid - 19 health crisis?

Access to our showroom

To ensure the safety of our team and our valued customers, we are currently open on a by appointment basis to ensure we can encourage social distancing whilst in our showroom.

Please contact us and we can arrange your visit – you will have the showroom to yourself to explore and enjoy at your leisure.

Our friendly team have increased our already strict hygiene practices and the showroom is a welcome escape from the ‘real’ world.

Need to collect a completed job?

No worries! We are still here! We have heightened our hygiene practices to ensure we can continue framing your treasures.

We will notify you when your job is complete and arrange a time for you to collect it at your convenience. We accept all card payments to ensure payment is completely contactless. We practice social distancing and will ensure a 1.5m distance is kept between us and you.

Want something framed?

Perfect timing! Please ring us to arrange a time to come in. We can then welcome you into our showroom and show you through the custom framing corner. We will practice social distancing and our cleaning process to ensure the space is as safe as possible.

Please note…

We would appreciate that if you are unwell or have recently travelled, that you do not visit us and instead contact us by phone or email and we can assist you accordingly.

 

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