Here For You

Is the Bezel I want to buy compatible with my TV?
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Currently, the bezels are only compatible with the 32" The Frame or 2021 and 2022 The Frame TVs (LS03AAUXXU or LS03BAUXXU).

You can find your model code on the back of the TV, or in the system options

How long will it take for my Bezel to be delivered?
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UK SHIPPING ONLY

Modern and Bevelled Samsung Bezels

If you’ve ordered a Modern or Bevelled Samsung Bezel, your order will be dispatched within days. You can expect to receive your Frame within 2-4 working days after dispatch.

You’ll be able to keep track of your order once you receive an email from the courier letting you know that your bezel has been dispatched and is on its way to you.

Custom Aluminum Premium and Deluxe Bezels

These bezels are made to order, so they can take up to 28 days to customise. Once your order is dispatched, we’ll email you to let you know and you can expect your product to be delivered within 2-4 working days.

Please note: Orders that have reached one week into production cannot be cancelled.

What if I want to Return or Exchange my Bezel?
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Refund

After requesting your refund, you must return your Frame to us within 14 days. See below for how to return your bezel.

Faulty Product

All of our products are closely inspected before we send them out for delivery. Rarely, issues happen, so if your product is faulty notify us within 14 days of delivery by calling our support team on 033 0545 022.

You will be asked to provide images of the fault or damage. Once this is verified we will send out a replacement bezel to you free of charge.

Please note you need to obtain and keep your proof of return from the carrier you use to return the bezel, should your delivery get lost in transit, you will need to provide this to process a refund.

How do I return my Bezel?
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To return your product(s), please use the contact form on the SUPPORT page, or call our Customer Service Team directly.

Please provide us with your order number, the details of the product that you want to return and the reason for your return.

You will need to do this within 1 days of receiving your unwanted product(s). Once we have received your returned order, we will process a refund or exchange as set out on the Terms and Conditions. Any postage fees that are incurred when returning the product must be paid by the customer.

Please obtain and retain your proof of return receipt, if your return is lost in transit we can use this as prrof and process your refund. If you do not have this a bank statement showing proof of payment can be used. NO proof will result in no refund being processed.

If I return an item, when will I receive my refund?
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Please arrange to return your bezel within 14 days of delivery.

Once we have received your return your refund will be actioned within days.

Please allow 5-7 working days for your card issuer to return the funds to your account.

Do I have to pay for the postage if I return my Bezel?
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Customers will need to pay any postage charges when returning a frame.

Please obtain and retain proof of your postage, should an issue arise with the delivery we can use this to process your payment.
Without proof we cannot process your refund.

Can I change my order?
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All orders will be processed at 5pm on a daily bases, if you wish to change your order, please call our customer support team who will be able to amend your order.

Any changes requests after 5pm will not be able to be actioned and you will have to wait for the order to be delivered to instigate a return.


Please note:

Customised orders once placed can not be able to be changed.

All orders that are one week into production can not able to be cancelled.

Can I cancel my order
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To cancel your order, please contact our Customer Care Team on 0330 0545 022 who can support you.

PLEASE NOTE:

Plastic Bezel Orders are processed after 5pm everyday, if your order has already been processed and dispatched you will need to wait for it the be delivered and then start a return claim via our support team.

Customised orders that are one week into production cannot be cancelled and must follow the same returns process once delivered.

I'm having issues making my payment
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If your card is declined or you're having trouble making your payment, try using a different card or contact your payment provider.