Made just for you. Made right, guaranteed.
Every Madewall frame is custom-crafted around the photo or artwork you send us. Because each order is personalized, we keep our return policy limited and fair — but if anything arrives damaged, incorrect, or defective, we make it right at no extra cost to you.
Custom Orders
No returns for change of mind
Damaged or Incorrect
Report within 48 hours
Replacement
Recreated and reshipped, fast
Refunds
5–7 business days
Custom Orders
Since every frame is made specifically for you — built around your exact photo, size, and material choices — custom orders can’t be returned or exchanged for a change of mind. We’re unable to resell a piece made for someone else’s memory. The one exception: if your order arrives damaged or with a manufacturing defect, we cover it in full — see below.
Damaged or Incorrect Items
If your frame arrives damaged, or you receive the wrong item, please contact us within 48 hours of delivery. To help us resolve it quickly, email us with:
Your order number
Clear photos of the damaged product
Photos of the packaging
Once we’ve verified the issue, we’ll arrange a replacement or refund at no additional cost to you.
Replacement Process
If a replacement is approved, our team gets straight to work — your frame is recreated from scratch with the same photo, frame, and mat you originally chose, and shipped to you as quickly as possible.
Refunds
If a refund is approved instead, it’s processed back to your original payment method within 5–7 business days.
Bank processing times can occasionally add a few extra days before it reflects in your account.
We’ll make it right
Reach our team Monday to Saturday, 10 AM–6 PM, with your order number and we’ll sort it out quickly.