Orders from the F R E N K E N online store will be shipped and delivered on working days from Monday to Friday.
We can only guarantee safe delivery of an order if the shipping address for the products is correctly entered by the User, and the address is a home or office located in one of the countries listed in the “Delivery Information” menu.
A delivery is regarded as completed or a product considered delivered on signature of the delivery receipt at the address agreed.
Shipping costs relate to each order. The exact price of each shipment depends on the country of delivery. Shipping price by country is estimated on the purchase process and displayed for your information and agreement.
Shipments for foreign countries: International shipments may be subject to customs duties and import taxes upon entry into the country of destination over which we are unaware. You should contact your local authorities to take notice of these fees and the respective values that differ from country to country and over which we have no knowledge.
Upon delivery, you must inspect the package in order to check for possible damages. If you consider the products to be damaged, you shall not accept delivery, which will be returned. F R E N K E N will refund the amounts paid for the order and transport as soon as the return is received and the return process is complete.
The order is regarded accepted if, after receiving the order, the Purchaser does not return the order within the next 14 days.
After your order has been registered, payment confirmed and all order items are available, F R E N K E N undertakes to dispatch the order and observe the following delivery times:
3 to 5 days anywhere in the world.
F R E N K E N shall not be responsible for non-compliance, or delay in compliance, of any delivery obligation caused by force majeure, that is an event, act or omission, out of its reasonable control.
Product Exchanges and Returns
All products are individually identified with a security tag. If you wish to return a purchased product, do not remove the security tag or seal from the product.
If you decide to return the purchased products, F R E N K E N has the right not to accept their return if the security tag or seal is missing, or if the tags have been altered in relation to their original state, or damaged.
After receiving the order, the Purchaser has 14 days in which to return or exchange the items, If defects or others irregularities are found in the products ordered.
The costs of the first return or exchange will be borne by the customer, except for quality reasons.
After receiving all the returned products, or only a part of them, at our facilities, we will deal with them within an average of a week. If the return is confirmed, you will be refunded the amount of the goods using the same payment method. Money back for returned goods is only done through the account/card used for the original purchase. In the case of a simple exchange of an identical item, or for one of a different color or size, after checking product availability, it will be dispatched to the address you have indicated in the exchange process.
Cancellation of Orders
You may cancel any order, since this has not yet been sent, in the case of purchase through the online store, you must contact F R E N K E N, send an email to email@example.com and request your order cancellation. If the cancelling request is accepted, you will be notified via e-mail on this decision and cancellation will be processed with no cost to you. If the cancellation request is not possible because the order has already been dispatched, the products will be shipped to you.
Orders for exclusive custom made online products cannot be cancelled or returned as the production process is started immediately on receipt of the order. This type of item can only be returned if it is faulty or irregular in relation to the product ordered.