Help

Need a hand?

We're a small, family-run workshop in Europe. We reply to every message within 24 hours.

How to reach us

• Email: support@liveframe.store
• Hours: Mon–Fri, 9:00–18:00 CET. Weekend replies within 48h.

Common questions

Where is my order?

You'll receive a tracking link the moment your frame ships from our workshop (usually 1–3 business days after you order).

How do I put my video on the frame?

You load it yourself in about 30 seconds: plug the frame into any laptop with the included USB-C cable, drag your video onto it, then unplug and connect the power adapter. Full guide on our How to load your video page.

Can I change my video later?

Yes — as often as you like, for free. Plug the frame back into your laptop, delete the old video, and drop a new one on.

My frame isn't working

Try a different USB-C cable or power adapter first. Still nothing? Email us — we ship a free replacement within 30 days of a defective frame.

I want to return it

We accept returns within 14 days, as long as the frame is unused and undamaged.