FAQs (Frequently Asked Questions)
DELIVERY
Where do you ship?
We ship worldwide.
How long does shipping take?
Here is an overview of estimated shipping times. Shipping duration
Are your products in stock?
Every model is handmade and produced individually. To reduce waiting times all CityCubes are usually in stock. The production time for a CityFrame can be found on each product page.
How much does shipping cost?
Shipping fees depend on the shipping destination, the weight and the selected courier service. The amount will be calculated during checkout.
We offer free standard shipping on all orders over 249€.
How do I know when my order will arrive?
All orders shipped with UPS will receive an estimated delivery date after the order is shipped.
Does the shipping cost include import duties or any other fees?
CITYFRAMES is based in Germany. International shipments outside the EU may be subject to import taxes and duties. These fees need to be payed by the customer. International shipments returned due to a refusal to pay customs duties are subject to a handling fee of 20€ for a CITYCUBE and 50€ for a CITYFRAME. This amount will be deducted from your refund.
Where is my order?
After the order is shipped you will receive a shipping notification with a tracking link. If you can’t find the e-mail you can track your order here: Track my order
PRODUCT
What is the city made of?
Our models are made of a biodegradable plastic based on natural corn starch. The material has a matte, slightly rough finish resulting in a plaster-like surface. The frame is made from solid, black painted wood and includes a wall mounting bracket.
What are the dimensions of the products?
Here is an overview of all sizes: Dimensions
Is every city available in every size?
No, only selected cities are available in every size. Here is an overview: Dimensions and sizes
Do I need to assemble the product?
No, every CityCube and every CityFrame comes fully assembled.
Can I hang my city on the wall?
Yes, every model comes with a pre-mounted wall mounting bracket for an easy wall installation.
Can I hang my city on the wall with the CUBUS?
No, the CUBUS can only be placed horizontally on a frame.
How do I clean the model?
The models can easily be cleaned. See our Cleaning Guide for more tips.
How can I remove the dust from my model?
We recommend using a blow-dryer every 3 months. See our Cleaning Guide for more tips.
Do I need to protect the model from UV rays?
No, the city material is UV resistant.
The antenna of one of the buildings in my model broke, what can I do?
We offer a wide variety of exchange antennas. Leave us a message at mail@cityframes.de in case you need one.
Can I change the area of my model?
No, unfortunately that is not possible but we do offer custom areas and models. Find out more: Custom models
Do you do custom orders?
Yes we do custom cities and custom models. Discover some of our recent projects and find out more: Custom models
How do you get your 3D data?
Basically it's handmade. We generate our base dataset by combining up to 15 different data layers and post-process them by hand. Learn more: About our 3D Data
Can I buy your 3D data?
No, unfortunately our digital 3D data is not for sale.
ORDER
Can I change my order?
Contact us at mail@cityframes.de. Please make sure to include your order number.
How can I choose the cities for my bundle?
Add all cities of your choice to the cart and apply the bundle coupon code during checkout.
Can I purchase for my company?
Find out everything about corporate orders here: CITYFRAMES Corporate or contact us directly at b2b@cityframes.de
RETURN
How can I return my order?
Send us a message directly to mail@cityframes.de and we will send you the instructions for your return.
How much time do I have to return my order?
Returns need to be made within 14 days after delivery.
When do I get my money back after a return?
We will issue a refund to the original payment method as soon as the package has been returned to us. Please note that the refund can only be processed after we received the goods.
OTHER
Where are you based?
Our production and office are based in Germany near Frankfurt in the landmarked Heyne Fabrik (Offenbach am Main).
Do you have a showroom?
Yes, you can visit our studio. Please get in touch with us to set an appointment.
Where can I find your products?
We work with a number of partners around the world. Where to find us
How do I sign up to CITYFRAMES Newsletter?
You can sign up here. You can choose your interests including our main newsletter, new city notifications and updates about BLOK.
How do I unsubscribe from your Newsletter?
In every Newsletter we send, you will find an unsubscribe button to unsubscribe.
How can I become a reseller?
Here you can find all details on how to Become a Reseller.