Shipping & Return Policy

Free shipping on orders within the EU

We offer free shipping with DHL within the EU for all orders. As soon as we have received your order we will send it to you as soon as possible. In general, the delivery term is 1 day for the Netherlands, Germany and Belgium and 2-3 days for the rest of the EU. Shipping time to outside the EU will be between 3-7 business days. If we are unable to deliver the products within the agreed term, we will notify you accordingly.

Orders that are placed before 4 pm CET will be shipped the very same day. Please note that orders do not ship on Saturdays, Sundays and holidays.

All orders will be provided with a tracking number and insurance for the cost of your package.

Please allow at least one business day after your order is shipped for the tracking information to appear online. If the tracking information does not update online, and the expected delivery date has passed, please contact our customer service at myfranks@fairfrank.com so that we can assist you further.

We reserve the right to refuse free shipping for any customer returns.

International Shipments outside the EU

All international orders are shipped with DHL. All customers get a tracking number so they can follow their package during the whole transit time. All packages are fully insured for your security. DHL does not deliver on weekends or local holidays.

DHL will deliver the package to the address that you’ve registered during checkout. We are not able to deliver to post-office boxes. Please note that custom and VAT fees may be added when importing goods to your country of delivery from the European Union.

International shipping costs outside of the EU are not covered by Fair Frank.

Ship To Locations

We ship to the following locations:

Asia

Bahrain, Mainland China, India, Indonesia, Israel, Japan, Macao, Qatar, Saudi Arabia,

Singapore, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates.

Australia and Oceania

Australia, New Zeeland

European Union

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland,

France, Great Britain, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lituania, Luxembourg,

Malta, Netherlands, Poland, Portugal, Rumania, Slovakia, Slovenia, Spain, Sweden.

EEA

Norway, Switzerland

North America

Bermuda, Canada, Greenland, Mexico, USA

South America

Argentina, Bahamas, Brazil, Chile, Colombia, Ecuador, El Salvador.

If your country is not listed above and you would like to place an order, please contact:

myfranks@fairfrank.com.

Customs

Please note that all goods are shipped from Rotterdam, the Netherlands and any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. Please note that we cannot undervalue orders, or mark them as a gift. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.

Unclaimed orders

If a package is unclaimed and returned to us we have the possibility to charge you for the cost of the return delivery. An invoice will be sent within 3 days of us registering the returned item/s.

If a customer has more than 2 unclaimed packages they will be banned from shopping.

Insurance

We insure that each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

Misdirected goods

This should of course not happen – but if we were to send you wrong item – or that the package gets stuck somewhere along the way between us and you we will do our utmost to resolve the situation as quickly and smoothly as possible. However, we reserve the right that during weekends or holidays we cannot fix any errors that lies with one of our partners. Please include your order reference at all times when e-mailing customer services.

Return Policy

We want to love your new Fair Frank shoes. If not, you can exchange or return items up to 30 days after receiving your original order. Items must be unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles) and in their original packaging and without previously used shipping labels. Please remember that the shoebox is part of the goods. In case of a return you pay for shipping to us. In case you want to exchange something we will pay for shipping the exchanged item you back to you.

If you return used or damaged good, we cannot accept your return. We reserve the right to refuse returns that do not meet these criteria.

To get started on a shoes exchange or return, send us an email at myfranks@fairfrank.com

All goods will be inspected and the return shall be processed within 14 working days. It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer.

International Returns outside of the Netherlands

Your order comes with a return form when you receive your goods. Fill it out with the information needed. Would there be no return form included, you can write down your order number, what you want to exchange/return and your contact information. Wrap your goods so that they are protected.

Send to:

Fair Frank

c/o Kolibri Logistiek

Industrie Terrein Tiendweg

Tiendweg 45K

2931 LC Krimpen a/d Lek

THE NETHERLANDS

In case of a return you pay for shipping to us. And in case you want to exchange something, we will pay for shipping the exchanged item back to you. Remember that the shoebox is part of the goods. If you return used or damaged goods, we cannot accept your return. We will send you an email when we receive your return and refund has been made, or when we have shipped your exchange order.

Once our warehouse has received your return it will be inspected and then please allow 14 days for a refund or store credit to be issued. If it has been longer than two weeks, please contact us at myfranks@fairfrank.com.

It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer. Please remember that we are not replacing any shipping charges or bill charges.

Complaints

We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please contact us so that our customer support team can assist at myfranks@fairfrank.com.

You have the right to file a complaint against manufacturing defects for 3 years. However, it is not always easy to determine what is a manufacturing defect and what is wear and tear. We need to see your merchandise in order to determine whether there is a complaint or not and in some cases we will send your complaint for further investigation to the supplier.

Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for yourself.

We follow Hong Kong laws and regulations. If you would like to learn more about that, visit www.consumer.org.hk. We will comply with the Small Claims Tribunal’s recommendations in case of a dispute.

We need to see your item in order to determine whether there is a complaint or not. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for.

All goods will be inspected and the return shall be processed within 30 working days. It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer. Remember that we are not replacing any shipping charges or bill charges.

Shipping & Return Policy

Free shipping on orders within the EU

We offer free shipping with DHL within the EU for all orders. As soon as we have received your order we will send it to you as soon as possible. In general, the delivery term is 1 day for the Netherlands, Germany and Belgium and 2-3 days for the rest of the EU. Shipping time to outside the EU will be between 3-7 business days. If we are unable to deliver the products within the agreed term, we will notify you accordingly.

Orders that are placed before 4 pm CET will be shipped the very same day. Please note that orders do not ship on Saturdays, Sundays and holidays.

All orders will be provided with a tracking number and insurance for the cost of your package.

Please allow at least one business day after your order is shipped for the tracking information to appear online. If the tracking information does not update online, and the expected delivery date has passed, please contact our customer service at myfranks@fairfrank.com so that we can assist you further.

We reserve the right to refuse free shipping for any customer returns.

International Shipments outside the EU

All international orders are shipped with DHL. All customers get a tracking number so they can follow their package during the whole transit time. All packages are fully insured for your security. DHL does not deliver on weekends or local holidays.

DHL will deliver the package to the address that you’ve registered during checkout. We are not able to deliver to post-office boxes. Please note that custom and VAT fees may be added when importing goods to your country of delivery from the European Union.

International shipping costs outside of the EU are not covered by Fair Frank.

Ship To Locations

We ship to the following locations:

Asia

Bahrain, Mainland China, India, Indonesia, Israel, Japan, Macao, Qatar, Saudi Arabia,

Singapore, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates.

Australia and Oceania

Australia, New Zeeland

European Union

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland,

France, Great Britain, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lituania, Luxembourg,

Malta, Netherlands, Poland, Portugal, Rumania, Slovakia, Slovenia, Spain, Sweden.

EEA

Norway, Switzerland

North America

Bermuda, Canada, Greenland, Mexico, USA

South America

Argentina, Bahamas, Brazil, Chile, Colombia, Ecuador, El Salvador.

If your country is not listed above and you would like to place an order, please contact:

myfranks@fairfrank.com.

Customs

Please note that all goods are shipped from Rotterdam, the Netherlands and any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. Please note that we cannot undervalue orders, or mark them as a gift. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.

Unclaimed orders

If a package is unclaimed and returned to us we have the possibility to charge you for the cost of the return delivery. An invoice will be sent within 3 days of us registering the returned item/s.

If a customer has more than 2 unclaimed packages they will be banned from shopping.

Insurance

We insure that each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

Misdirected goods

This should of course not happen – but if we were to send you wrong item – or that the package gets stuck somewhere along the way between us and you we will do our utmost to resolve the situation as quickly and smoothly as possible. However, we reserve the right that during weekends or holidays we cannot fix any errors that lies with one of our partners. Please include your order reference at all times when e-mailing customer services.

Return Policy

We want to love your new Fair Frank shoes. If not, you can exchange or return items up to 30 days after receiving your original order. Items must be unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles) and in their original packaging and without previously used shipping labels. Please remember that the shoebox is part of the goods. In case of a return you pay for shipping to us. In case you want to exchange something we will pay for shipping the exchanged item you back to you.

If you return used or damaged good, we cannot accept your return. We reserve the right to refuse returns that do not meet these criteria.

To get started on a shoes exchange or return, send us an email at myfranks@fairfrank.com

All goods will be inspected and the return shall be processed within 14 working days. It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer.

International Returns outside of the Netherlands

Your order comes with a return form when you receive your goods. Fill it out with the information needed. Would there be no return form included, you can write down your order number, what you want to exchange/return and your contact information. Wrap your goods so that they are protected.

Send to:

Fair Frank

c/o Kolibri Logistiek

Industrie Terrein Tiendweg

Tiendweg 45K

2931 LC Krimpen a/d Lek

THE NETHERLANDS

In case of a return you pay for shipping to us. And in case you want to exchange something, we will pay for shipping the exchanged item back to you. Remember that the shoebox is part of the goods. If you return used or damaged goods, we cannot accept your return. We will send you an email when we receive your return and refund has been made, or when we have shipped your exchange order.

Once our warehouse has received your return it will be inspected and then please allow 14 days for a refund or store credit to be issued. If it has been longer than two weeks, please contact us at customer@fairfrank.com.

It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer. Please remember that we are not replacing any shipping charges or bill charges.

Complaints

We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please contact us so that our customer support team can assist at myfranks@fairfrank.com.

You have the right to file a complaint against manufacturing defects for 3 years. However, it is not always easy to determine what is a manufacturing defect and what is wear and tear. We need to see your merchandise in order to determine whether there is a complaint or not and in some cases we will send your complaint for further investigation to the supplier.

Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for yourself.

We follow Hong Kong laws and regulations. If you would like to learn more about that, visit www.consumer.org.hk. We will comply with the Small Claims Tribunal’s recommendations in case of a dispute.

We need to see your item in order to determine whether there is a complaint or not. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for.

All goods will be inspected and the return shall be processed within 30 working days. It may take up to 10 working days for the funds to be credited into your bank account, depending on your bank or card issuer. Remember that we are not replacing any shipping charges or bill charges.