Frequently Asked Questions

WARRANTY

All Fraenck products come with a one-year warranty. If there are any damages caused by a manufacturing defect in the product, we will ensure that it is repaired or replaced. The shipping costs in this case will be on us. We will not reimburse for damage due to usage such as wear and tear. We will however be willing to take a look and see if repairs are possible for a reasonable fee, since we don’t like create unnecessary waste. After all, we love to:

RECYCLE

We would love all Fraenck items that have reached the end of their life to be send back to us, so that we can properly recycle all the different parts and materials. Every customer who returns their used Fraenck items to us will receive a 10% discount on their next purchase. If you want to do so, send us an email at contact@fraenck.com and we’ll make it happen.

RETURNS

At Fraenck, we stand behind all the products we sell. If you are dissatisfied with your Fraenck purchase for whatever reason, you may return it to us within 14 days with the receipt. The costs for shipment returns will be on your own account. After receiving your returned shipment, we will refund the purchase amount within 14 days.

HOW CAN I RETURN AN ORDER?

  • Before you return one or more products to us, it is important to contact us to register your returned shipment. You can do this through contact@fraenck.com
  • Do you want to make an exchange? Follow these steps: return the original product and place your new order. Please note: the cost to return products are on your own account.
  • If we have not received a return notification, we unfortunately cannot process a return shipment and you will not be eligible for a refund.
  • In your return notification, state the order number with the name of the product or products that you wish to return.
  • Products should be shipped back in proper packaging so they are not damaged before return. Attach the invoice or packing slip, if you no longer have these, write down your details, the order number and the product name on a separate note and return it with item.
  • You will not receive a return label with your order.
  • Save the proof of shipment after you return an item at the post office or service point. Without this proof of shipment, we may not be able to refund the purchase amount for the products in the event that the item is unexpectedly lost during transport.
  • If you received a free gift or product with your order due to a promotion and you would like to return your entire order, we ask that you return the free gift or product with your return. If you return your entire order but would like to keep the free gift or product, the value of the free gift or product will be deducted from the refund from the returned order.
  • Purchase Amounts from returns are refunded to the (Paypal) account that was used at the time of the original transaction.
  • If you notify us on a return after the legal deadline of 14 days, we unfortunately will not accept it.

HOW TO FILE A COMPLAINT?

  • If you have a complaint about a product or service from our shop, please send them via the contact page on our website or contact@fraenck.com.
  • You will receive a reply as soon as possible. Responses are normally within a day of the complaint, but no later than seven days of receiving it.
  • If the processing of your complaint takes longer, you will receive a confirmation within the period of 7 days and an indication when you can expect a more detailed response.
  • If your complaint cannot be resolved within a reasonable time after submission, you can then submit your complaint to the dispute committee.

HOW LONG DOES DELIVERY TAKE?

  • For shipping within the Netherlands: if the payment of your order is successful on a working day before 3:00 PM, you will receive your package the next business day. Monday being the exception.
  • Orders being shipped to Belgium will be received within 2 working days as long as your payment has been processed before 3:00 PM.
  • Shipping to other parts of the world will take up to 5 business days. As a general rule: the further away from The Netherlands it needs to go, the longer it takes.
  • We cannot however guarantee delivery times; these are indicative and only for information purposes.
  • We do not offer express delivery at this time.

SHIPPING FEES

  • Shipping within the Netherlands are free of charge
  • Shipping to Belgium is €5 per order
  • Shipping to other parts of the world depends on your location. When checking out you can see these displayed.

HOW IS MY ORDER SHIPPED?

With great care and attention, because we want your products to arrive in perfect condition! In The Netherlands and Belgium we send our packages with PostNL. To other countries we use other services – this depends on the country.

HOW CAN I PAY?

You can pay with iDeal, PayPal, or if you’re from Belgium with Bancontact /Mister Cash.

CAN I CANCEL OR MODIFY MY ORDER AFTER I HAVE PLACED IT?

No, unfortunately you cannot cancel or change your order once it has been placed. You do however always have the option to return a delivered order of products within 14 days if you do not want to keep them.

TO WHICH COUNTRiES DOES FRAENCK SHIP?

Fraenck sends orders all over the world, with a few exceptions. This is still in development, we’ll update this FAQ frequently.

CAN I ORDER AND PAY ON DELIVERY?

Placing an order to be purchased on delivery, only applies within the Netherlands. You will pay for your order at the time of delivery. Before you order, you have to pay a COD fee of €20.

  • You must do the following:
    Send an email to contact@fraenck.com and clearly indicate which products you would like to order, as well that you would like to pay cash on delivery. Indicate your name, address, zip code, city and phone number as well.
  • Once your order has been processed, you will receive an email. You will also receive a second email when your order has been shipped. The package will be delivered to you about 4 to 5 days later.
  • If you are not at home during the first delivery attempt, another attempt will be made at a later time. If delivery to the door is not possible, your package will be available for pick up within 3 weeks at a post office. Cash deliveries cannot be delivered to neighbours.
  • Your order invoice will be sent with your package.

HOW DO I KNOW THAT THIS SITE IS SECURE?

Once you have confirmed your order, you will receive a message that you are transferring to the secure server of Mollie payments. With Mollie payments you can make secure payments in different ways. You only enter your bank account details on their website, not ours.

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