Frequently Asked Questions (FAQ)

1. About Framio

Q: What is Framio?
Framio is an online art store based in Kenya that offers digital art downloads, print-only artwork, and custom framed pieces. We focus on quality craftsmanship and environmental sustainability — for every number of framed pieces sold, Framio contributes to tree-planting initiatives in Karura Forest and other reforestation projects across Kenya.

Q: Where is Framio located?
Framio operates online through https://framio.co.ke. We work with local printers and framers in Kenya to produce and deliver high-quality artwork nationwide.

Q: Does Framio have a physical store?
Not at the moment. All orders are processed and fulfilled through our website. You can contact us team anytime.

2. Orders & Payments

Q: How do I place an order?
Simply visit https://framio.co.ke, browse through our collection, select your preferred art type (digital, print, or framed), choose a size, and complete payment securely online.

Q: What payment methods do you accept?
We support MPesa, major bank cards, and other locally integrated payment options to ensure smooth transactions for customers in Kenya and beyond.

Q: Can I modify or cancel my order after placing it?
Yes, but only within 24 hours of placing your order, provided production hasn’t started. Once production begins, cancellations or changes are no longer possible.

3. Production & Shipping

Q: Why isn’t shipping charged at checkout?
At Framio, all physical products are made to order. We calculate shipping after production to ensure you’re charged based on your final, confirmed delivery address and the product’s actual size and weight. This helps us keep pricing transparent and fair.

Q: How will I know my shipping cost?
When your order is ready, we’ll contact you by email or phone to confirm your delivery details and share the exact shipping cost. You’ll then make a separate payment for shipping before dispatch.

Q: How long does it take to receive my order?
Estimated timelines are as follows:

• Digital Art: Instant download after payment.
• Prints: 3–5 business days for production + 1–3 days for delivery (within Kenya).
• Framed Art: 5–7 business days for production + 2–4 days for delivery (within Kenya). Timelines may vary slightly depending on customization and location.

Q: Do you deliver outside Kenya?
Currently, Framio delivers physical prints and frames within Kenya. For international customers, we recommend buying digital art, which you can download instantly and print or frame locally. However, we can help arrange international shipping on request — contact us for assistance.

Q: Can I change my delivery address?
Yes. Since shipping is confirmed after production, you can freely update your address when we contact you to arrange delivery.

4. Digital Art Downloads

Q: How do I receive digital art after purchase?
Once payment is confirmed, a download link will be sent to your email (and available in your account if you have one). You can then download and use the file immediately.

Q: What formats do you provide?
Digital artworks are delivered in high-resolution JPEG or PNG formats, suitable for printing in sizes up to A1 unless stated otherwise.

Q: Can I use the digital art for commercial purposes?
No. All digital art purchased from Framio is for personal use only, unless you’ve obtained written permission or a commercial license from us.

5. Refunds & Returns

Q: Can I get a refund for digital downloads?
Since digital products are delivered instantly, they are non-refundable once the download link has been sent. However, if you experience a technical issue (e.g., broken link or file error), contact us and we’ll resend or fix the file promptly.

Q: What if my print or framed art is damaged?
If your physical product arrives damaged or incorrect, contact us within 48 hours of delivery with photos of the issue. We’ll replace or refund the item after verification.

Q: Can I cancel an order after production starts?
Unfortunately, no. Once materials have been used or production has begun, cancellations are not possible.

Q: Will I be refunded for shipping?
Since shipping is handled after production, refunds for shipping only apply after it’s been paid and confirmed — and only if the issue was caused by Framio or our courier partner.

6. Environmental Commitment

Q: What does Framio do to support the environment?
Framio takes pride in operating responsibly. For every number of frames sold, we contribute to tree planting efforts in Karura Forest and other conservation sites in Kenya. When you buy from us, you help grow trees and support eco-conscious art production.

7. Customer Support

Q: How can I contact Framio?
You can reach us anytime at:
📧 Email: contact us
🌐 Website: https://framio.co.ke

We typically respond within 24 hours on business days.

Q: What if I need a custom order or corporate prints?
We accept bulk and custom framing requests for offices, hotels, and events. Please email us your requirements and we’ll prepare a tailored quote.