Frequently Asked Questions

Can't find the answer you're looking for? Contact our customer support team.

Framky Framed Photo Galleries

All information about our galleries - sizes, materials, installation methods, and technical specifications. Learn how to create the perfect gallery for your space.

How large a gallery can I design?: We suggest the following sizes for standard galleries: small (120x80 cm), medium (150x100 cm), large (250x150 cm). However, you can choose any size by entering the width and height of the available space yourself - the system will propose a gallery layout that fits those dimensions. The maximum size of the composition we can produce is 10x5 meters.
What frame sizes are available?: Framky offers frames in any size from 15x15 cm to 55x55 cm (in 5 cm increments). We also have frames in 50x70 and 55x70 cm.
What colors are the frames available in?: We currently produce frames from 15x16 mm MDF profiles available in 6 colors: black, white, rustic oak, beech, silver, gold.
What materials are the frames made of?: We handcraft the frames from MDF profiles. They come from renewable resources and have FSC MIX certification, meeting the criteria for responsible forest management.
Do the frames have glass?: We have developed our own solution for producing frames without glass, inspired by art galleries. In our opinion, glass in a frame dulls the colors of the photo, reflects ambient light, and a thin print covered with glass tends to wave and deform. Without glass, the colors remain clear and vivid, regardless of the ambient light.
What do your prints look like?: We print your photos in high-quality fine art, then glue them to a rigid cardboard plate. Thanks to this, they will remain perfectly flat and will not deform over the years, unlike ordinary frames with glass.
How many gallery layouts do we have to choose from?: We have hundreds of thousands of frame layouts. We enable convenient filtering by size, number of frames, or price. We are confident that you will find a setting that perfectly matches your vision.
Can I create a custom frame layout?: Yes, we offer the possibility to create custom layouts. Just press the layout edit button.
Can I order frames with standard mounting on screws/nails?: You can order frames without self-adhesive hangers. We do not include screws or nails. They should be selected for the specific material of the wall.
Do the hangers stick to every wall?: The hangers can be used on most walls, but they require a smooth surface. When will they not work? Old plaster - if you suspect that the plaster or paint may be peeling off the wall. Textured walls or brick - their porosity may be too high for the hangers to hold firmly enough. In such a situation, it is best to opt for a purchase with traditional mounting. The template that will be delivered with the gallery has holes where you need to drill to hang the frames straight and evenly.
Will the hangers damage my wall? Will there be a mark on the wall after the hangers?: They shouldn't. If the hangers are properly peeled off, they will not leave marks on the wall. If you have old plaster that may be weaker, be especially careful to peel off the hangers very slowly. The hangers may leave a minimal glue mark, visible only under light. Just wipe the wall in that spot with a damp cloth soaked in, for example, alcohol-based liquid to degrease the surface, or use a special sponge to wipe dirt off the wall.
Will the hangers peel off the wall over time?: No, as long as the wall to which they were glued was degreased with the included cloth before attaching the hangers. A lot also depends on the wall - if it has high porosity, is uneven, textured, it is possible that they will peel off after some time. On a sufficiently smooth surface, the hangers will hold for many years. Our frames are light, so they do not burden the hanging system too much.
How long does it take to hang the gallery using the Framky hanging system?: The whole process takes about 15 minutes.
How many people are needed to hang the Framky Gallery?: A smaller gallery with our hanging system can be installed by even one person. For wider layouts (over 1.5 m), you will need the help of a second person to stick the template to the wall. You can do the rest yourself, although it's always nicer with company.
What tools are needed to hang the Framky Gallery?: You don't need anything. We designed this solution for maximum simplicity and speed. If you want to be sure that the template is hanging perfectly straight, you may only need a measuring tape or a level.
How to remove the Gallery from the wall?: Just remove the frames from the hangers, then gently pull the protruding tape while holding the hanger from above.
In which rooms should the Framky Gallery not be hung?: It is very important that the Gallery is not hung in a place where there is a lot of moisture. Avoid walls where there is a risk of splashing and contact with water. For better photo quality - image reception, colors, no light reflections, our frames do not have glass, and the photos are not separated from the environment, so water drops and steam can damage them.
Can I order frames only without photos?: Framky Galleries are our own solution for printing photos and framing them without glass. This requires gluing the photo to a hard cardboard plate, which we do in the production process. Therefore, it is not possible to purchase frames only. However, we are not limited to photographic prints. You can send a scanned child's work or an artistic poster to the frame.
What are the requirements for uploaded photos?: We accept JPG, PNG, or HEIC (iPhone). Depending on the frame, we have different requirements for the resolution (size) of digital files. The largest frame (55×70) requires a file resolution of at least 3000 x 4000 px (12 Mpx). A 30×40 frame requires a 2000 x 3000 px (6 Mpx) file. Instagram files (1920 x 1440 px) can be enlarged up to a 30 x 20 cm frame. Framky Studio will tell you if the photo resolution matches the selected frame. However, remember not to send photos to each other via messengers, as they lose quality.
What types of paper do we use for printing photos?: We use 3 types of paper that you can choose when buying the Gallery: Standard Photographic Matt - deep colors on perfectly matte premium paper 230 g/m2. Fine Art - 100% cotton and anhydrous (270 g/m2), warmer with a smooth texture. It surpasses traditional paper in color saturation due to excellent ink absorption. Hahnemühle Photo Rag Bright White - top-class fine-art paper weighing 310 g/m2 with a sophisticated texture.
What are the passe-partout / photo margin options?: We offer 3 options: - photos without a margin that completely fill the frames, - photos with a margin (small, medium, large) + the possibility to print an inscription on the margin, - photos with passe-partout - this is a cardboard frame placed in the photo frame, covering its edges.

Orders

Information about the ordering process, payments, and invoices. Check available payment methods and learn how to place or modify an order.

How to pay with a voucher/gift card?: The gift card has a discount code printed on it, which should be entered at the very end of the ordering process - when choosing payment. The price for the Framky Gallery will then be reduced by the amount assigned to the gift card.
Can I get a VAT invoice for my company?: Yes, just enter the company name and provide a valid VAT number in the order form.
Can I pay on delivery?: We do not offer cash on delivery. Payment can only be made through the Framky store at the time of ordering.

Shipping

Details about delivery, processing times, and package handling. Check where we ship and how to track your order status.

What is the delivery time?: Packages are delivered by courier. The average delivery time (within the EU) is 2-3 business days from the date of shipment. The total waiting time for delivery is approximately 7 business days from the date of placing the order.
What are the delivery methods and costs?: Delivery throughout the European Union is free. Poland – we offer delivery by InPost, DPD, UPS. Other EU countries – packages are delivered by DPD or UPS. You can also pick up your order in person at our headquarters at 29 Heliotropów Street in Warsaw. In this case, please contact us by phone in advance to arrange a pickup time.
Why don't we use parcel lockers?: Our packages can be large, so due to size restrictions, we do not use parcel lockers.
Where is my package?: You can check each stage of order fulfillment and track the package in your User Account. Additionally, we send emails with information about order status changes and the tracking number for the carrier.
To which countries do you ship orders?: We currently ship throughout the European Union. We plan to gradually expand the list of countries.
Why is my order delayed?: Occasionally, there may be delays in order production – in such a situation, we inform the customer by email. If you have not received a message from us and the shipment is delayed, the reason is probably delivery problems on the part of the courier company. Then contact us by phone or email.
I did not receive my order, but the status indicates that the package was delivered.: This is probably an error on the part of the carrier. In this situation, contact the selected courier company to clarify the cause of the problem.
The box with my package is damaged.: Upon receiving the shipment, inspect it carefully. Check for damage, dents, or signs of opening. If you notice anything suspicious, open the package in the presence of the courier. If the product inside is damaged, the courier should prepare a damage report on the spot, in which you describe exactly what and how it was damaged. If you notice the damage only after the courier has left, contact the carrier to prepare a damage report. This must be done within 7 days of receiving the shipment. Until the courier arrives, the recipient should leave the shipment with the packaging for inspection.

Returns

Comprehensive information about the return process, including packing and shipping instructions. Learn about our return policy and how to safely return the product.

What is the return policy?: From the moment you receive the order, you have up to 100 days to return the purchased gallery, provided it has not been installed. Shipping costs are borne by the customer. The shipment must be sent by registered mail so that the customer can receive a shipping confirmation and package number. Keep them until the payment is refunded to your account. Your return will be processed within 14 business days after the package is delivered to us. The money will be refunded to your account using the same method you chose when placing the order. However, if, in our opinion, the gallery shows signs of use, in such a situation, we will not refund the payment, and the package will be sent back to you. You will be informed about this by email.
How to return the gallery?: Send an email to hello@framky.com with the order number requesting a return. We would appreciate it if you provide a reason. Pack and secure the package with the return form inside. Send the package to one of the return addresses provided on our contact page. You will receive an email notification when we receive your package. We will process your return within 14 business days and refund the money to your account. You will be notified by email after the refund is completed.
How to prepare and pack the product for return?: The customer is responsible for the condition of the returned product, so it is best if you securely pack the gallery in the original box and seal it with tape, as our packaging is designed in such a way that it does not need additional fillers inside for the frames to be stable. If you no longer have this box, find a replacement box that will ensure that the gallery is properly transported. Fill the spaces, for example, with crumpled newspapers, pieces of paper, or pieces of other cardboard, so that the frames do not move during transport.
To which address should I send the return?: Framky sp. z o.o., 29 Heliotropów Street, 04-796 Warsaw

Complaints

Guidelines for submitting complaints and resolving product issues. Learn what to do in case of damaged or incomplete shipments.

What to do if my shipment is incomplete?: If this situation occurs, please send a message to hello@framky.com with your first and last name and order number. We will try to respond as soon as possible with a proposal to solve this problem.
My frames arrived damaged, what should I do?: If this situation occurs, please send a message to hello@framky.com, providing your first and last name, order number, and attaching photos showing the damage. We will try to respond as soon as possible with a proposal to solve the problem.
How can I file a product complaint?: Framky is obliged to deliver a product free from defects. If the sold product is defective or has defects, the customer, by filing a complaint, can request the removal of the defect, replacement of the product with a new one, make a statement about reducing the price, or a statement about withdrawing from the contract (you cannot withdraw from the contract if the product defect is insignificant). In a situation where the Framky gallery has defects that are not caused by damage to the package by the courier, send us a message to hello@framky.com, attaching photos showing the defects. We will try to respond as soon as possible with a proposal to solve the problem.

I Already Have Framky, What Next?

Tips on maintenance, photo replacement, and expanding your existing gallery. Everything you need to know after purchasing your Framky product.

Cleanliness and care of frames: Care is very simple - dust only settles on the edges of the frames, which can be quickly wiped with a dry cloth.
Can I buy or replace photos for the gallery I already have?: Yes, we have taken care of the future of your gallery. You can easily replace and buy new photos. This is possible through your user account in our store. After logging in, you have access to your gallery that you once ordered. As part of the "Framky Lives With You" service, you can edit it and click on the individual frames in which you want to replace the photos. They will be printed on the same paper, with the same printer, and glued to the same cardboard, so they will match the entire composition.
Can I expand my gallery with new frames?: Yes, you can also expand your gallery with new frames - by logging in, just edit the previous order and set new frames as you wish in the places you want. You can purchase a template covering your entire gallery to simply and quickly hang the new frames and match them to your gallery.