Shipping & Delivery
All purchases, except if otherwise indicated on the product detail page or by specific indication of FRANKA to the Client, will be sent upon receipt of payment.
The products are properly packed for delivery, in order to be received in a safe way and in the best possible conditions.
FRANKA does not make deliveries at post office boxes.
The request will be delivered at the address indicated and confirmed by the Client at the moment of the purchase. The same address will be included in the confirmation e-mail sent to the Client, after the on-line transaction is concluded.
Each expedition includes waybill and invoice.
The delivery times are merely indicative, however, FRANKA makes an effort to collaborate with the most efficient transportation companies in order to assure the total satisfaction of the Client.
In case an order is not delivered in the specified deadline, we will conduct an investigation to the transportation company for quality control purposes. This procedure may take some days and therefore we ask the Client for his total collaboration at this stage. No refund may be made during this period until the causes for the non-delivery are established and the loss of the order is, or is not, confirmed.
The shipping costs are automatically calculated by the system, in accordance with the volume of the order made by the Client. The Client will be informed of the value during the order.
In case the product does not correspond to the original request and/or presents visible defects, the Client should make its return, within a period of 14 days, for the return address included on the Website. Simultaneously, within that same period of 14 days, the Client should notify FRANKA, by e-mail to the Client Support Services, duly describing and/or identifying the problem.
Once the Client accepts the order delivered by the transportation company, FRANKA does not take any responsibility for: (i) possible problems caused by transport, (ii) complaints, refund requests or requests for the replacement of products that present external defects.
The right to return remains valid for the cases of technical problems detected by the Client after delivery and under the terms set out in the law.
Procedures at the time of delivery:
- Check if the package is in perfect condition;
- Open the package asking the transportation company to wait for verification (this is a Client's right);
- Determine if the product is in accordance with the request and if it does not present visible defects;
- In case there is any error on the requested product and/or a visible defect, you should refuse to accept the order and fill in the existing form for this purpose, pointing out the problem;
- Return the package(s) and all the correspondent content to the transportation company;
- Send an e-mail within 24 hours, stating the situation to the Client Support Service.