Shipping policy
Shipping Policy
A Live Frame
Last updated: 28 October 2026
1. General Information
A Live Frame provides digital products, including personalised videos created using photographs, materials and instructions supplied by customers.
We do not ship physical products. All completed products are delivered digitally to the email address provided by the customer when placing the order.
2. Production Timeframes
When placing an order, customers select one of the available production timeframes displayed on the relevant product page.
Depending on the product, production options ranging from 1 to 14 days may be available. The specific timeframes and corresponding prices are displayed on the product page when selecting the service.
Production begins according to the option selected and the conditions set out in our Refund and Cancellation Policy.
The production timeframe is calculated taking into account receipt of payment and all materials required from the customer. If additional information, photographs or clarification are needed to complete the order, production may be delayed until the necessary materials have been received.
3. Digital Delivery Method
Once production is complete, the finished video will be sent to the email address provided by the customer when placing the order.
Customers are responsible for ensuring that their email address is correct and that they can receive emails and attachments.
If the email containing the finished product does not arrive within the expected timeframe, we recommend checking the Spam, Junk Mail and other filtered email folders.
4. Delays and Delivery Issues
We aim to complete production and send finished products within the timeframe selected by the customer.
In certain circumstances, delays may occur due to technical issues, email delivery problems or other circumstances affecting the production process.
If a customer has not received the finished product within the agreed timeframe, they should contact us. We will check the order status and, if necessary, resend the finished file or provide further instructions.
Nothing in this policy limits the customer’s statutory rights in the event of a delay or failure to fulfil an order.
5. Delivery Costs
All A Live Frame products are supplied digitally, so there are no physical shipping costs.
The order price depends on the product selected and the chosen production timeframe. The final price is displayed at checkout before payment is made.
6. Contact Information
If you have any questions about your order status, production timeframe or receipt of your finished video, please contact A Live Frame using the contact details published on our website.
A Live Frame