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Contact information and Customer Support
For information or queries, you can contact us at FRENKEN via email to info@frenkenfashion.com or you can call, Monday to Friday from 9 a.m. to 6 p.m., to +31 (0) 20 262 2478.

Aim and scope of application
These General Sale Terms and Conditions exclusively regulate purchases and sales at/from the FRENKEN online store.

Browsing on and purchasing any product at https://frenkenfashion.com, implies the acceptance of the present general conditions of use and sale.

FRENKEN reserves the right to alter these conditions of use and sale without prior notice, and to modify at any time the information and commercial offer of its products, prices, promotions, commercial conditions and services. Any alteration will always be published on the https://frenkenfashion.com website.

FRENKEN reserves the right not to process any order from users who are not in accordance with the general sales conditions.

Ownership of FRENKEN online store https://frenkenfashion.com:

Dicasi - Brands, Lda with office at Estrada Nacional 106, nº 1132 – Lustosa, 4620-256 Lousada, Portugal, VAT number PT 504097717 is the legal owner of the FRENKEN website with the domain name at https://frenkenfashion.com.

Sales Policy
Prices and specifications of products are subject to alteration without prior notice.
Where information presented does not correspond to the product characteristics, the purchaser has the right to resolve the purchase and sales contract according to the terms of the law.

Photographs on the website are merely illustrative, so we recommend that you read the product description carefully for more information about the specific characteristics of the items you intend to purchase.

Validation of the purchase order of request presupposes that the “Purchaser” is aware of and accepts the General Sale Terms and Conditions from the site https://frenkenfashion.com

Customer and User Obligations
Any visitor to the website https://frenkenfashion.com is obligated to comply with and respect the present general conditions, namely to observe the following obligations:

  • Keep and do not divulge the password for logging-in the website in order to prevent third parties from gaining access to user account and personal details;
  • Do not use false identities;
  • Keep the personal details and addresses up-to-date ensuring FRENKEN may process any orders correctly;
  • The user is the sole responsible for the accuracy of the personal details given to FRENKEN and undertakes to communicate immediately any alteration via their Registration Account at https://frenkenfashion.com;
  • FRENKEN absolves itself of any responsibility for possible delay or inability to process an order as a result of error or incomplete data communicated by the user, particularly at the time of delivery.

Online ordering
Placing an order is easy and safe: select a product to order, choose the quantity and click on "Add to cart ". This will save the selected product in the cart. Once you have finished your selection of products, you can check out (press the cart or check out button) by filling your shipping address when requested. Click "continue" and fill in all the requested data, selecting the shipping method and payment method.

You will receive the order confirmation in your inbox. In case you do not receive the confirmation email, please check your spam folder / junk / electronic trash. If you don’t track the confirmation email or have any additional query regarding the described process, contact us at info@frenkenfashion.com. We suggest you download or print a copy of your order confirmation for future reference. If your details are not correct you may request their immediate correction by emailing our support at info@frenkenfashion.com or cancel your purchase.

Your order will be processed and shipped only after payment confirmation.

If the payment is not confirmed or if there is a non-compliance with the General Terms and Conditions, FRENKEN reserves the right not to accept your order or to cancel it, even after sending the automatic confirmation.

Availability of products and confirmation/cancellation of order
Fulfillment of all orders placed on the website is subject to availability. FRENKEN tries to ensure that all items sold on the website are in stock. However, FRENKEN reserves the right to refuse or cancel any orders, even if already confirmed, for products that no longer have stock. In such case FRENKEN support team will inform you by email or phone and will refund the paid amount.

You will find an estimated date for delivery of the purchased products on the confirmation email, which may be considered only after the payment is confirmed. The estimated time for delivery may vary according to courier chosen and the destination of your order.

FRENKEN will only ship orders during working days. To calculate the expected delivery time, weekends and public holidays will not be included. Any delay experienced with regards to estimated dates does not confer the right to compensation.

Order confirmation or cancellation
FRENKEN may not validate an order if no sufficient guarantee of payment is provided, if the order is incomplete or incorrect or if the products ordered are no longer available. In any of the above situations, FRENKEN shall inform the customer by email that the sale contract was not concluded and the order will not be processed, specifying the reasons for such action.

FRENKEN reserves the right to refuse any order, regardless of the reason and it’s free from liability for any damages or cost. FRENKEN reserves the right to cancel any purchase even when it has been accepted or confirmed by FRENKEN, if the following situations occurs:

  • The information contained on the billing details provided by customer is not correct or verifiable;
  • The order is flagged by the website Security Systems as an incorrect or irregular order, or an order likely to be fraudulent;
  • Payment was not received within 5 working days after the order acceptance;
  • It was not possible to deliver the order to the address supplied by the customer;
  • The Purchaser is deemed incapable of performing the purchase;
  • The price of the product(s) was incorrectly advertised.

Payment Condition
You can find the available payment methods during the buying process and check out. We do not accept any other payment methods other than those mentioned. Please do not try to pay by any other way than specified.

Doing so, we cannot be liable for loss of pay or any other damages that may result from this action.

Prices
Value Added Tax (VAT) is added over the displayed prices on the website when applicable. Shipping charges are per order. The exact price of the shipping fee depends on the country where your order will be delivered.

Please note that changing the delivery country may have an impact on prices due to transportation costs.

Total price specified in the final menu includes taxes and shipping costs.

Shipments to 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.

Prices are quoted upon order confirmation, which you can print or download for future use. Please pay only the exact amount specified in the order confirmation and make a single payment per order.

Prices Changes
Product prices displayed on the website are subject to change. FRENKEN reserves the right to change prices without notice. Prices displayed at the time of purchase are applied to that purchase.

Pricing errors
Please note that even though the website is carefully updated, it is possible that the price information contains errors. FRENKEN is not committed to the offer and reserves the right to cancel your order if such error occurs.

Order Security
Despite all the safety procedures performed by FRENKEN, security of information and payments transmitted via the Internet or through email cannot be guaranteed. FRENKEN is not liable for any damage suffered as a result of the use of electronic means of communication including, but not limited to, damages recurring failure or delay in delivery of electronic communications, interceptions or manipulation of electronic communications by third parties or computer programs used for communications or transmission of viruses.

Retention of Title
FRENKEN owns the products until the full payment for such products is received and completed.

Quality and Guarantee
FRENKEN will only sell on https://frenkenfashion.com items of the highest quality and will never sell second-hand products, defective products or products of a quality inferior to existing market standards.

Products for sale may not correspond exactly to the actual item with respect to the image and colors displayed, especially as a result of the Internet browser and monitor used.

Shipping and Delivery
Orders at FRENKEN 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 is a house or office located in one of the countries listed in the purchasing process.

A delivery is regarded as completed or a product considered delivered on signature of the delivery receipt at the agreed address.

Shipping Costs
Shipping costs relate to each order. The exact price of each shipment depends on the country of delivery. Shipping price by country is calculate 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. FRENKEN will refund the amount 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.

Delivery times
After your order has been registered, payment confirmed and all order items confirmed available, FRENKEN undertakes to dispatch the order and observe the following 3 to 7 working days. 

FRENKEN 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, Returns and Right of Withdrawal
The purchaser will have a period of 14 days from the date when the product is received to exchange/return. The above is not applicable to products within the concept of "Customized Products".

The costs to return or exchange will be borne by the customer, except for quality reasons.

All products are individually identified with a tag label which must remain unremoved in case of exchange/return a purchased product.

Once the returned products arrive at FRENKEN facilities, they will be handled within an average of a week. If the return is confirmed, the amount paid for the goods will be refunded through the same payment method used to place the order. Money back for returned goods is only done through the account/card used for the original purchase. In case of exchange for an identical item or for one of a different color or size, after checking product availability, it will be dispatched to the address indicated in the exchange process.

Cancellation of Orders
You may cancel any order as long it has not been sent. In the case of purchase through the online store, you must contact FRENKEN, send an email to info@frenkenfashion.com and request your order cancellation. If the cancelling request is accepted, you will be notified via email 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 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 compared to the product ordered.

Privacy Policy
We are committed to protecting your privacy. This Privacy Policy provides information on how we collect and use personal data and it applies to our partner boutiques. Dicasi - Brands, Lda operates https://frenkenfahsion.com, with office at Estrada Nacional 106, nº 1132 – Lustosa, 4620-256 Lousada, Portugal, VAT number PT 504097717.

About this Policy
This Privacy Policy (together with our Terms and Conditions applicable in your country and any other documents referred to in it) sets out the information that we collect, the reasons we collect that information and how we may use and share that information with our partners. By visiting our website, you are accepting and consenting the practices described in this Privacy Policy.

Third party websites
Our website may contain links to and from the websites of our partners, advertisers, and affiliates, amongst others. If you follow a link to any of these websites, please note that this Privacy Policy does not apply to those websites. We are not responsible or liable for the privacy policies or practices of those websites, so please check their policies before you submit any personal data to those websites.

What information do we collect and why?
When you interact with us, by using our website or communicating with us, we may collect some data from you. The following bullet points describe that information:

  • You may give us information about yourself if you sign up for an account in our website, place an order for products, complete any online forms (such as registration forms, competitions and surveys), subscribe to our newsletters and special offers, or to a competition or promotion, participate in social media functions with our website or correspond with us (by email, telephone, instant chat, social media or otherwise).
  • This information may include your name, address or location, phone number, email address, date of birth or age, gender, purchase information, images and financial information (including your credit or debit card details), amongst other information.
  • Information we receive from other accounts or sources: we may receive information about you from your other accounts, sources or other websites, including data brokers, social media providers like Facebook and Twitter, advertising networks, analytics partners, payment and delivery service providers, amongst others.
  • By logging in to our mobile applications via social media (i.e.: Facebook or Twitter) or linking your account in our website to your social media accounts, you are giving us permission to obtain certain information and content from these accounts. The specific types of information that we may obtain depends on your settings for that account or website and will be subject to their privacy policies.
  • We supplement the data you provide to us with append services data such as public or social graph data in order to better serve you with content or promotions. We will add this data to our existing customer account information to better understand your interests and to provide more relevant product recommendation and advertising. We may append information about you that is publicly available. This information may be associated with your personal information such as name, email address, physical address or phone number.
  • Each time you visit our website, certain information will be automatically recorded by our IT systems. That information includes:
  1. Cookies: we’ve set out more details about cookies below but this small text files can help us improve your experience at the website and make it easier to interact with us. This may include storing your location, language preferences, website information, amongst others. This prevents you from re-entering information between sessions or ensures that items you wish to order don’t disappear as you navigate between pages on our Website;
  2. Device information: the information provided by your device will differ depending on which type of device you are using and the settings on that device. The information your device may provide is your device’s IP address, the browser you are using, your network provider, the pages you have visited in our website, your time zone and country location, the type of device and operating system you are using, how you’ve reached our website, amongst others;
  3. Information we collect in store: Dicasi - Brands, Lda is always looking for new opportunities to improve your shopping experience and this extends to your experiences in our stores. We may correlate information you choose to provide in our stores with our IT systems information, in order to give you an improved shopping experience, and customer service.

What do we use your information for?
To make our website work, administer your account and to optimize your experience, including permissions to order and receive products from the website, we need to use the collected information. The key purposes we use your information are as follows:

  • To provide you with the products you have ordered: to order products, you need to register an account in our website (which you may edit at any time). Your information (including name, address, phone number, email address, and financial information (such as debit or credit card details) will be used towards order submission, process and fulfilment. We may also use your information to communicate with you about your order and account so we can provide you with an improved customer support and properly maintain our website and services accurate. This may require us to provide your information to third parties including our delivery partners;
  • To administer, maintain and optimize our website, our services and your experience: we want you to have the best possible experience whilst interacting with us, when you use our website, our services or when you visit our stores. To do this, we use your information (including log data, statistical information, and device information) to ensure that the website and its features are functioning correctly, to adapt and customize it to better suit your preferences and to provide pages according to your language or location. We may also work with selected third parties to enrich, match or combine some of your information to provide you with customized offers and services;
  • To provide you with customer services: if you contact our customer support team feedback for any reason, whether by email, phone, chat or otherwise, we will use your information (including your name, phone number and email address) to help us categorize the communication, to answer you and, where appropriate, to investigate and resolve any issue or incident that you may have. We may also use your phone number or email address to let you know the status of your order;
  • For advertising and marketing purposes;
  • Unless you express it otherwise, your data will be used whenever you consent or subscribed our marketing communications or when you have made a purchase from our products and/or services. Dicasi - Brands, Lda will use your personal information (including your name, email address and address) to occasionally send you updates, news and offers via email, post, or other forms of media. We may use your information (including supplemental information received from partners that we append to our existing customer information), to customize these messages to you. You may unsubscribe from email marketing communications by modifying your preferences in your account’s profile or by following the opt out instructions in the promotional emails we send you;
  • We use the information we collect plus third party service provider data, including other websites and mobile applications, to adjust advertisements in a more relevant way to your use across your different devices. In addition to the information about your visits to our website or usage of our mobile application, our service providers may also use the information about your interactions with other websites or applications to target advertisements featuring available products from Dicasi - Brands, lda. We do not share your personal information with any third party advertisers or networks for the provision of third party advertising on our services. For more information about how to discard targeted advertising and to control the usage of cookies, please see the cookies section of this Privacy Policy;
  • To advertise and promote our website, products, services and brand: whenever you give consent, we may use images of you in our website, social media (e.g. Instagram) to promote our products, services and brand;
  • To carry-out research, analysis and surveys in our website: when you have chosen to receive communications from us, we may use your personal details (including your name, address, email address and phone number) to send you polls and surveys to find out your views of our website and services. We may also carry-out analysis of, and research into, the ways that you use our website so we can optimize it and improve your experience. We may use third parties to carry-out any research, analysis and surveys or to deliver any incentives in return of your collaboration in polls, as set out below;
  • For yours and our financial security: for everyone’s safety, we need to ensure that our customers are genuine. To do this, we may use your personal data (including your name, address and financial information such as credit or debit card details) to confirm your identity and perform credit check or anti-fraud analysis. We may use third party credit reference or fraud prevention agencies to perform these checks, however no formal credit check is performed and your credit rating will not be affected. Please note that we do not sell your information without your consent (whether your name, address, emails address, financial information or otherwise) to any third party. Data from the credit cards and debit cards are protected by the privacy policy of payment platforms hired by us. At no time we will have access to this information. You can consult the privacy policies of hired platforms in: https://www.paypal.com.

These privacy policies and their enforcement are not the responsibility of Dicasi - Brands, Lda.

Who do we share your information with?
To provide the website and our services, we work with a number of carefully selected third parties and so we may share your information with these third parties, following the limited circumstances:

  • Third party service providers for business purposes: to properly function, we rely on a number of carefully selected third parties that provide us services and/or products. These include courier companies to deliver products, anti-fraud and credit check providers to keep us and you secure, analytics companies to enable our marketing, research companies to help us carry-out surveys, IT/technology providers to support, maintain and provide our technology and IT infrastructure amongst others. We able these companies to use your personal information within the necessary extent to provide us with their services and products; we do not allow these third parties to disclose or use your information for any other purposes. We have high expectations and requirements in their handling of your personal data, as you do in ours, so your information is always handled in your best interest and privacy;
  • Advertisers for marketing purposes: we may provide your information to our advertising and social media partners (including Facebook, Twitter and Mailchimp) when they require the data to select and serve relevant ads about our products and services to you and others;
  • Third party service providers to enrich data: we may also enrich, match or combine information we hold about you with data from other sources, for instance by sharing some of your personal data with selected business partners. We do this to better understand your customer profile and interests so we can deliver customized offers and other personalized services;
  • To comply with legal requests: on occasion, we may be required to liaise with various regulators and law enforcement agencies in a number of different countries, whether as a result of law, a court order or another legal process. Although we dispute requests wherever suitable, in some cases we may have to share your information with the regulators or law enforcement agencies. Where we consider it appropriate, and provided we are not prohibited from doing so by law or court order, we will attempt to notify you of these legal demands;
  • Aggregated information with third parties: we may aggregate your information with the information of other customers, creating a dataset of information about the usage of our website, purchase of our products and other general, grouped, information about our customers. Although this dataset is aggregated and anonymized, meaning it cannot identify you as an individual, it provides a valuable insight into the use of our website and we may therefore share it with selected third parties. These parties may include providers of plugins or similar technologies to help measure traffic and our investors. Please note that we do not share your information with any third party advertisers or networks for the provision of third party advertising in our website.

Transfers of your personal data
We may transfer and store the personal information that we collect from you to a destination outside of the European Economic Area (“EEA”) in order to provide our website and services. We may need to do this to fulfil your order, process your payment details, to provide support or hosting services. We will take all steps reasonably necessary to ensure your personal information is treated securely and in accordance with this Privacy Policy.

Cookies
We use cookies to collect information and store your online preferences. A cookie is a small text file that is saved (or retrieved) and can be re-used in your next sessions. When you use our services, we will assume that you agree to the use of cookies.

Privacy setting options in most modern browsers allow you to block some of these cookies but remember that it may affect the performance of our services.

There are different types of cookies. The following paragraphs clarify the purpose of our cookies.

Most of our cookies are essential in order to enable you to move around the website and use its features. Without these cookies, services you have asked for such as remembering your login details or shopping basket items cannot be provided.

We use session cookies, for example, to maintain your session open between pages/tabs. This occurs when you log in with your account. In conjunction with other type of cookies, these are used to provide you with a more appropriate experience and to make the website navigation more custom-made and pleasant.

Persistent cookies are stored until its expiration date ends. Some options, functions or preferences can be stored in these types of cookies. When you use filter functions to see specific products or categories for example, this information can be stored in persistent cookies, so that when you return to the website some of those preferences are still active.

Our services contain both first and third party cookies to collect statistics and user data in aggregated and individual form in analysis tools to optimize our site and to present you with relevant marketing material. As an example, we use Google Analytics cookies to help us understand how customers arrive at our site.

Our third party cookies also include marketing cookies or advertising cookies. These are used to track visitors across websites and/or marketing channels. The intention is to display ads that are relevant and engaging for the individual user and therefore more valuable for publishers and third party advertisers.

Social media cookies can allow you to share what you’ve been doing on the website on social media such as Facebook and Twitter.

Security and access to your personal data
Keeping you and your personal information secure is very important to us. We use SSL certificate powered by Shopify, all pages, content, credit card and transaction information are protected by the same level of security used by banks. It is also level-1 PCI compliant.

We use email contacts that contain our domain name, so they are easily recognized.

Some data may be forwarded to third parties only to provide you with services of relevant material or to be used by analytic tools in order to collect statistics and to optimize our website. Your personal data will only be connected with your cookies if you are logged in with your website account, for the purposes explained above.

Contacting us and accessing personal information?
All the collected or provided information is controlled by Dicasi - Brands, Lda for the purposes of the General Data Protection Regulation (the “GDPR”) and other applicable local laws, under which you have various rights, including the right to see all of the personal information we hold about you, to require that we correct any inaccuracies in your personal information or to object to certain information being stored or used (including the request to stop sending you any marketing communications). If you would like to exercise any of your rights or if you have any questions or concerns about this Privacy Policy, please contact us using one of the following channels:

  • Use the online contact form;
  • Call us on: +31 (0) 20 262 2478 (available Monday to Friday from 9 a.m. to 6 p.m. UTC/GMT +1);
  • Email us on info@frenkenfashion.com;
  • Write us to Dicasi - Brands, Lda, Estrada Nacional 106, nº 1132 – Lustosa, 4620-256 Lousada, Portugal.

Updates to this Policy
This Privacy Policy was last updated in August 2023. Any changes to this Privacy Policy in the future will be posted on this page and, whenever appropriate, we will notify you by email. Please check regularly to be informed of any updates or changes to this Privacy Policy.

Intellectual Property
Intellectual property rights over the website and its content (such as design, text, graphics, logos, button icons, images, audio clips, digital downloads and data compilations including the presentation and compilation of the same) are fully owned by Dicasi - Brands, Lda with registered address at Estrada Nacional 106, nº 1132 – Lustosa, 4620-256 Lousada, Portugal and VAT number PT 504097717. The rights over the website and its content are protected by international copyright laws as well as by any relevant national law concerning copyright, authors' rights and database right laws. All rights are reserved.

Except where expressly stated to the contrary, all persons (including their names and images), third party trademarks, images of third party products or services and/or locations featured in the website are in no way associated, linked or affiliated with us. Any trademarks/names featured in the website are owned by the respective trademark owners.

Applicable law
These general conditions and all disputes arising related to these General Terms, including its validity, the use of the website or any purchases hereby placed shall be governed by Portuguese law.

The Online Dispute Resolution website is an official website managed by the European Commission dedicated to helping consumers and traders resolve their disputes out-of-court. https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage. More information about the Online Dispute Resolution can be accessed at http://cec.consumidor.pt. Further information can be accessed at “Portal do Consumidor” www.consumidor.pt.

Suggestions or claims
Any suggestions or complaints may be addressed by email to info@frenkenfashion.com.

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