What happens  if I am not at home at the time of delivery?

If you are not at home at the time of delivery, and the delivery to another person in your household or to a neighbour is not possible, the delivery person will leave a notification card. The parcel will be deposited at the next post office, where you can collect it within a maximum of 7 business days (the exact data can be seen on the respective notification card).

Are all items that I have chosen always available?

Usually our online store only shows items that are actually available. Although our data base is updated within very short intervals, it may, in very rare exceptional cases, occur that an item is already sold out at the time of ordering.

In the case that several persons order an item at the same time, of which only one is available, we can only see after the processing of your order if the desired item is available. If the order cannot be processed because the item is sold out, we will inform you as soon as possible.

Will sold-out items be available at a later date?

Yes, principally it is possible that an item that was sold out in a certain size and/or colour is available at a later date. So just drop in the Frank & Frank online store at regular intervals and check the availability of the desired item.

How do I get my money back?

We will refund your money as soon as we have received the returned item. Please fill in our return form completely, so that we can refund the amount as soon as possible. The return form is enclosed in each delivery.

If you chose payment in advance via PayPal or bank transfer, the credit for the return as well as the postage will be transferred to your bank account.

How long does it take until I receive the ordered item?

Delivery term for a parcel within Germany as a rule amounts to 48 hours, if no Sunday or public holiday is in between. For the case that you placed your order before 5PM and paid by credit card or PayPal, you will usually receive your parcel even within 24 hours.

In the case of payment by bank transfer (advance payment), the transfer as a rule takes 2-3 days. As soon as we have received the amount on our account, your order is processed and dispatched as soon as possible.

What do I do if the mail is damaged?

Should you receive the package in an obviously damaged condition, please refuse acceptance and let the deliverer confirm the damage. Please inform us immediately, and we will send you the item again immediately.

Why can’t I order by phone or email?

At present, we cannot offer order by phone or email for cost reasons.