What can we do you for?
We at the support team at Frank Dandy are quite so sure that here, just above these lines, you will find all the help you can possibly imagine when finding a solution for your troubles or other issues.
Nevertheless, we believe as well that there are always exceptions. Therefore, you can as well click through to the solution below.
The third option is of course, that you are more than welcome to contact us by e-mail at [email protected] or by using the small box in the lower-right corner where you might read “support”, in dark grey (grey34). If you cannot see this symbol, please reload this page in your browser and it should get all visible.
If you want to contact us by telephone, please email us that request, and we will call you instead if we think we cannot answer your question by email.
That said – if you can’t find the help you are looking for here, you are more than welcome to contact us by email at [email protected].
We have a policy of trying to answer these questions within 48h (weekdays), but usually much faster than that. Count one day or so.
While contacting us, remember to carefully specify what your case is all about and always attach your order number if your case or request concerns an existing order. Remember to always attach clear photos if your case concerns a complaint or a claims issue.
How do I find my size?
Take a look at our [url=/info/customer-service#size-guide]care & size guide[/url] to find your own size. If you have any further questions, you are welcome to contact us [email protected] and we will assist you.
How do I return an item?
During the 30 days following the delivery of your order, you may request a refund of items, which you must return to us in perfect condition and accompanied by the original invoice. Shipping charges on returned merchandise are at the customer’s expense. [url=/info/customer-service#returns-and-refunds]Read more here.[/url]
How do I exchange an item?
During the 30 days following the delivery of your order, you may request an exchange of items, which you must return to us in perfect condition and accompanied by the original invoice. Shipping charges on the returned merchandise are at the customer’s expense. However, FRANKDANDY.COM will not charge additional shipping on exchanges.
For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. If you want to exchange an item for a more expensive item, the easiest and quickest way is to complete a new order in the shop for the product you wish to have instead. Then you use your right of returning the product you want to switch from and send it back to us as described [url=/info/customer-service#returns-and-refunds]here.[/url]
Note! The same rules apply to both Returns and Exchanges, bought underwear needs to be unused and still in the sealed package for us to accept it.
If you make an exchange for a less expensive item, you will receive a refund to the original purchaser’s credit card. Items bought on a sale will not be exchanged.
Will there be any additional costs to my order? We charge a shipping fee on orders below a certain sum. Read more below, at headline shipping and delivery, or go to checkout to check your shipping cost.
Orders to countries outside European may be subject to VAT, import duties and/or taxes. These additional charges must be rendered by you in order for your package to clear customs. Please contact your local customs office for more information.
Shopping & Payments
…just the normal way
Once you find a product you want to buy, please select the right size, quantity and then click the “Add to bag” button to move the product into the shopping cart. Now you can choose to continue shopping or proceed to the checkout.
You will always find the shopping cart at the top right of your screen. Make sure all the products you want to buy are included in your cart and in the correct size. If you want to change the quantity, size, or remove any product, you can do so in the cart or at the checkout. If you want to add a product to your shopping cart, please do it as usual and click to “Add to bag” to update the shopping cart, then click on “To checkout”. If you have one, please enter a valid discount code by using the “Add voucher” button and click Add voucher. & choose the payment method you wish to use. (Please read more about our different payment methods below.)
When all the information required is correct, click “Go to payment” and finish the purchase by following the further instructions. When you confirm your order, your payment is handled according to the terms of the payment method chosen. If, for any reason, the payment wouldn’t be approved, you will be sent back to the shopping cart and then you are able to choose a different payment method. Once the payment goes through the way it should, you will be sent to a page confirming that your order has been received. You will also receive an order confirmation via email confirming that we have received your order.
Frankdandy.com ships orders only to countries that are found in the list where you choose the country of delivery. We can unfortunately not make any exceptions on this.
CANCEL AN ORDER
If you happen to place an order which is incorrect, or you regret your purchase immediately after:
Email us as soon as you can at [email protected] and describe exactly what went wrong and if you want us to cancel your order.
Remember to enter the new order number and phrase “CANCEL” on the subject line. By doing so you can increase the opportunity to act before the pigeon flies, cannons fire or the mailman does his thing.
You can choose from the following payment methods: PayPal or Klarna
We find PayPal to be one of the safest ways to send money online. Unlike other financial institutions, payments via Paypal are sent without private financial information. Just create an account with PayPal and choose the payment option PayPal at the Checkout, and your money transfer from your PayPal account to us at Frankdandy.com will be a real thing.
- Payment with credit card
- Invoice/ partial payment via Klarna
- Direct payment (via your internet bank)
In cooperation with Klarna, we offer a payment with an invoice, partial payment, credit card payment and direct payment. They call this solution “Klarna Checkout”.
By providing information at the checkout, you agree to the terms & conditions of Klarna. By finishing the purchase, you agree as well to Frank Dandy’s Terms and Conditions.
Klarna Checkout might prefill some information of you as soon as you are identified. The information you need to enter to identify may vary between different countries and customers.
Read more about the Terms and Conditions of Klarna here.
FAST & SAFE DELIVERY
We do all the shipments within Sweden with the local Post or DHL. As it is today, we ship overseas with FedEx. In case the package cannot be delivered directly into your mailbox, you will receive a notification from the courier, or via SMS, which you then can use in favour to redeem your package at the specified delivery point.
The sizes/ items available in our webshop are on-the-stock-items for immediate delivery. Sometimes we can even offer an opportunity to pre-order an item, but if so, that’s clearly indicated. All orders placed before 3pm will normally be shipped the same day. The delivery time is usually 1-3 days in Sweden and elsewhere ca. 2-5 days depending on where about on the globe you live. (You might get more information about that from your local FedEx. We ship with FedEx Economy service)
From our experience we propose our customers to expect following delivery times:
Nordic Countries: 1-5 days Europe: 2-7 days US/Canada: 5-12 days Others: 5-15 days
Occasionally, the customs agencies within the destination country may choose to delay random shipments as a random security/inspection measure, these delays can be between 4-6 weeks except for Belgium, Italy and the Netherlands which can be up to 8 weeks on very rare occasions.
ALTERNATIVE ADDRESS OF DELIVERY
If you choose to you pay by credit card or by direct payment, you have the opportunity to choose a different delivery address than your own home address. This is perfect if your purchase is to go as a gift or to some other temporary home. Your delivery specification/ order confirmation will be sent to your registered address. This is so that it’s only you who can see what it cost, for example…
Frankdandy.com is responsible for a fully reimbursement in the event of damage or loss of the order on its way to you. You must, in that case, contact our customer service as soon as possible, but within 60 days at the latest. If the item is lost or damaged if you choose to return the item, it is you who is liable for payment.
TRACKING OF SHIPMENT
In Sweden, your order is shipped by DHL or Postnord, abroad using FedEx Economy.
You will receive a tracking link where you can follow the delivery within the delivery confirmation email.
If you do not find the link for any reason whatsoever, or if the link attached does not work, you can get it from us by requesting that at: [email protected].
Remember that it may take a couple of hours from the order is sent from the warehouse before the link is activated!
Returns & Exchanges
THE RIGHT TO RETURNS – FOR SAFE SHOPPING
According to the Swedish Consumer Law, as a consumer, you have always 14 days to cancel the purchase. We at Frankdandy.com obviously want you to be happy with your product and service, so we always give you the right to cancel your order for 30 days. Please remind that after you have notified us of the repentance, you have 14 days to return the item.
Since underwear (underwear, panties & swimwear) is a hygiene product, you may use your right of withdrawal of the purchase if the item has not been unpacked and tried on. So please remember, that before opening the package, check that the size is the same as you ordered, that the colour is the same as you wanted and that it is the same model you ordered. Also, be sure to choose the right size while ordering! Our sizes are perceived as normal or slightly smaller, so please choose a larger size if the choice is between two sizes. If you return goods that are used more than necessary, so that they are returned in deteriorated condition, to investigate its function and properties, we deduct the refund by 100%.
When you buy our other garments – such as t-shirts, tank tops or loungewear – you can naturally also change once opened and/ or tried on products. The importnant condition here is that the item returned is in its original condition, i.e. that it is not used more than perhaps tried on and it’s clean and well kept (you can try the size at home without losing the right of withdrawal, think the same than trying the clothes as in a physical store).
Always return the original packaging and tags as well. Of course, if an item is incorrectly dispatched or incorrect, we are responsible for the return postage.
Follow steps 1 and 2 below to return your purchase to us.
If you wish to change an item, the easiest, fastest and the only way to do this is to place a new order in the shop. Then you use your right of withdrawal for the item you wish to exchange and return it to us according to the instructions below. Please note that the same rules apply to a product that you want to exchange as in the case of a withdrawal of a purchase, i.e. that the packaging must be unbroken and non-tried on considering underwear and swimwear.
1) Please contact our customer service at [email protected] as soon as possible after the delivery. Please indicate whether it concerns a return, exchange or a complaint. It is important that you also enter the order number and/ or the same email address you specified while ordering the goods so that we can easily find your order.
2) You will then receive an address from us where you can send the item/ item. As a consumer you are responsible for the return shipping. Once we have received the return, exchange or complaint, we will send a new item or refund what you paid for.
NOTE! It usually takes about a week from the time we receive your return to us before you receive a refund. In highly exceptional cases, it can take up to 30 days for a refund, which is the maximum time allowed by law.
Choosing the right size
Our goal is to make it the easiest ever possible for you to choose the right size. Therefore, we have chosen to follow the market and adapt our sizes to other European based brands selling underwear. So, our sizes can easily be perceived as ‘normal’. Nevertheless, our idea of a good fit for underwear is more well sitting and perhaps not hanging that much, so in case of desired “loosefit”, or if you are choosing between two sizes, we recommend that you choose the larger size.
If you are still unsure which size you want to choose, you can get help with our size tables available at each product page. All units shown are centimeters (cm).
And – keep in mind that we all have different preferences; one wants a really tight fit (sometimes even really really, really tight fit), while the other might prefer more leisure-fit.
Take care of your garments – please
How to wash your underwear (and other clothes) is often one of the most important things to keep in mind to keep your clothes good-looking and fresh for a long time. If you wash incorrectly, your underwear can quickly lose colour, get shabby, and in the worst case even be destroyed. All laundry is wearing, but the way how different materials react to different types of laundry varies. The best way to make sure you do your laundry correctly, please look at the underwear’s washing instruction label and follow it.
Sort your laundry by temperature and colour; the dark clothes, slightly coloured and completely whites separated. Prints and strong colours on the white bottom are often particularly sensitive to washing and should therefore be handled extra carefully. Do not use bleach detergent. Remember that the elastic in Frank Dandy’s underwear is made of a fine microfiber, which can get damaged by the heat and friction if you tumble dry them or use a high-heat-drying-box. Please dose the detergent according to the instructions on the package. Overdosing do not give better washing results. Overdosing is also not that good for the nature.
In case of a …
We guarantee, that the goods you order from us are free from any errors at the delivery. Should you get a defective item, you have a right of complaint for 3 years from the time you received the item, if the defect can be originated to our production, stocking or transport related fails. If you have received a defective or incorrectly delivered product, please contact our customer service as soon as possible, but no later than 60 days after you have detected the error. And of course, we are responsible for reasonable shipping costs considering deliveries and complaints. You can send your complaint or misdelivered item back to us by following the instructions below.
NOTE! In case of a complaint, an investigation is made of the product. Your opinions as a customer are highly valued, so please contact us if you have any opinions or concerns. If a product is claimed false or defective after six months from the purchase, the proofing of that the error was original, lies on you as a consumer. In the event of a dispute, Frank Dandy AB will comply with the recommendations of the “Allmänna Reklamationsnämnd”/ the Swedish General Complaints Board. Of course, with an approved complaint, you will be reimbursed for any reasonable shipping costs and other costs that may have arisen in connection with the complaint.
Always contact our customer service at [email protected] when you suspect or want to report a complaint as soon as possible after the delivery. And please, enter always the order number and/ or the e-mail address provided when ordering the goods, so that we can easily find your order and provide faster service for you.
FRANK DANDY’S TERMS AND CONDITIONS
TERMS of SALES
These terms of sales (the Contract) are adapted for sales on the Internet (distance trading). Frank Dandy AB (Organizational Number: SE 556779-8284) is the selling party. You (the Customer), are the buying party. The terms of this Agreement are adapted for sale to private individuals who are 18 years of age or older and to businesses in Sweden and internationally and to the sale of goods (products). You as a customer can easily place an order here at Frankdandy.com. If you are buying in as a business and would like to place an order, please contact Frankdandy.com before purchasing.
These Terms, or parts thereof in this Agreement that deviate from mandatory legislation are without effect to the extent that the deviation is not in the customer’s favour. This provision only applies if the customer is a private person and that the purchase refers to private consumption.
All products sold on Frankdandy.com are adapted for use in the Swedish market. This means, among other things, that the products meet Swedish environmental requirements and other safety regulations.
PLACING AN ORDER
To place an order for buying Products is done through Frank Dandy’s web shop, here at: www.frankdandy.com. When you place an order, you will receive an order confirmation email as the receipt for your order: this email is only a confirmation and will not constitute acceptance of your order. When placing an order, a purchase agreement is only made once Frankdandy.com has confirmed the order through a delivery confirmation via email. Frankdandy.com does not enter into agreements with minors (under the age of 18) without the approval of the guardian. Frankdandy.com reserves the right for errors in information and in specifications, on all of Frankdandy.com’s range of products and services. All image information must be seen as illustrative and cannot be guaranteed to reproduce the exact appearance and nature of the product in real life. If you, as a consumer, consider that the product you ordered differs from the images displayed on Frankdandy.com, you are welcome to make a claim. In the event of any errors or faults in specifying stock status, Frankdandy.com reserves the right to correct this in retrospect. This means, among other things, that if a product in Frankdandy.com’s range has expired or is otherwise unavailable, with due regard to reasonable efforts, Frankdandy.com is not required to provide such product despite the fact that the customer ordered the same as above.
PRICING and AVAILABILITY
While we try to make sure that all the details, specifications and prices displayed on this site are correct, errors can occur. If we find an error in the price of the goods you ordered, we will inform you as soon as possible and give you the opportunity to confirm your order at the right price or cancel it. If we are unable to contact you, we keep the right to treat your order as cancelled. If your order will be cancelled and you have already paid for the goods, you will of course receive a full refund.
TERMS of DELIVERY
Delivery times may vary depending on availability and the customer’s country of delivery and address. The delivery times presented on this site should therefore be considered indicative. Frank Dandy cannot take responsibility for delays caused by the carrier or by force majeure.
For orders within the EU, prices on the site do include the Swedish VAT (VAT), currently 25%.
For orders outside the EU, prices are reduced and exclude all taxes and any fees associated with the import of the products. An international order can thus be subject to tax and customs duties, although this is not always the case, as this varies with the value of the goods and the tax-free customs boundaries decided by each country. These fees are beyond Frank Dandy’s control and it is up to the importing customer to control and to pay those fees.
For orders to Norway, we do have an exeption here.
All the prices for our orders to Norway does include VAT and import taxes, meaning that you as a customer can easily see the total and final cost for your purchase at the check out.
In case of a delivery delay, Frankdandy.com notifies the customer via email. The customer is always entitled to cancel the purchase in case of delivery delays. Cancellation of purchases must be made in writing via letter or by email.
Frankdandy.com will refund the purchase price once we handled an approved return. A refund can take a few business days before it appears on your account. If you submit a written reference, we reserve the right for it to take up to 30 days after written cancellation note has been received by us. There may be times when it might be impossible for us to fulfil a placed order, for example if Frankdandy.com’s one or more suppliers cannot fulfil its commitment to Frankdandy.com. Therefore, Frankdandy.com reserves the right to exempt from all claims for compensation from the customer regarding delivery delays.
Frankdandy.com is responsible for the risk due the transportation of the goods, i.e. the risk of a product being damaged or lost during the transport to the customer. The customer is liable for the same risk, when returning any products to Frankdandy.com.
The customer must report any damage caused by the transport to Frankdandy.com’s customer service within a reasonable time, but no later than 60 days from the time the delivery was received. The customer is therefore responsible for unpacking and inspecting the Products’ condition as soon as possible after receiving the order.
If the customer detects or suspects a possible transport damage, the customer should always contact our Customer Service at: [email protected]. Please note that the product must not be used by the customer and that the Customer must also keep the product’s packaging, so that this can be inspected when handling claims.
PRICES and PAYMENT
The prices and fees listed on Frankdandy.com’s website include VAT (not applicable for orders outside the EU – applicable for orders to Norway though). At the checkout, the shipping fee is added for orders below SEK 599, within Sweden. The order value limit for free shipping for orders outside Sweden are subject to change and will always be visible during the checkout, and, is dependent of the country of delivery.
Please note! that for orders outside the EU (minus Norway – we have a special deal here for our dear neighbours), prices are reduced and exclude all taxes and any fees associated with the import of the products. An international order can thus be subject to tax and customs duties, which depends on the value of the goods and the tax-free customs boundaries decided by each country. These fees are beyond Frank Dandy’s control and it is up to the importing customer to control and to pay those fees. Please find more information about these expenses and fees from your local customs department.
Currently, the customer can pay the purchase with us either through Paypal or Klarna.
See the terms of Paypal here.
See the terms of Klarna here.here.
In connection with Customer’s order, Customer agrees that Frankdandy.com stores and uses Customer’s information to fulfil its obligations towards Customer. Frankdandy.com also documents certain communications that Frankdandy.com has with the Customer by telephone or by email, in order to provide the service that the Customer expects of Frankdandy.com.
According to the General Data Protection Regulation (GDPR), the Customer is entitled to obtain the information that the company has registered. If the information is incorrect, incomplete or irrelevant, the Customer may request this information to be corrected or deleted.
Frank Dandy provides information about a customer or account holder to a third party solely for the purpose of administering the order and fulfilling our contractual obligations to you as a customer, and providing the service we provide including third party payment solutions and shipping companies, as well as for the sales and marketing purposes of Frank Dandy’s and Frank Dandy’s partners and group companies’ services and products.
THE RIGHT of WITHDRAWAL
The customer always has a 14-day-right of withdrawal according to the Swedish Distance Contracts Act. We have extended this right for our customers to 30 days. The right of withdrawal applies only if the product is in essentially unchanged condition*. The withdrawal period starts from the day the Customer receives the product. Frankdandy.com will reimburse the purchase price no later than 30 days after the returned product has been received by Frankdandy.com. The customer pays the return freight himself and, as far as possible, always return the product in its original condition with all associated packaging. To use the right of withdrawal, the Customer should contact Frankdandy.com via email: [email protected].
- If the product falls into the category of underwear (men’s underwear, panties & swimwear), which are considered hygiene products, the product is required to be unused and in an unopened package.
For these general conditions, Swedish law shall apply. In the event of a dispute, we follow the recommendations of the Swedish Consumer Complaints Board (Allmänna reklamationsnämden). Disputes arising from these general terms and conditions between Frankdandy.com and a customer who is not a consumer shall be tried at the Stockholm District Court as the first and only instance. If you have any questions or concerns about Frankdandy.com’s terms and conditions, please contact customer service via email at [email protected].
You can always feel safe when visiting ang shopping at Frankdandy.com. We take customer safety seriously and only cooperate with serious and established partners considering payments and deliveries. Frankdandy.com applies the General Data Protection Regulation (GDPR) and follows the recommendations of the Swedish Consumer Agency for e-commerce. If you as a customer are not satisfied after shopping with us, we strive to handle your case (weekdays) within 48 hours. Most often, however, we answer the customer within 24 hours.
When you shop at Frankdandy.com, we only offer secure payment options. You can pay with Klarna or Paypal, which we believe are both highly secure and widely accepted payment methods.
KLARNA PAYMENT OPTIONS
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is to be made to Klarna.
- Pay in 14 days: The payment period is 14 days from shipment of the goods or tickets/ availability date of the service. You can find the complete terms and conditions for the markets where this payment method is available here: United Kingdom, Germany, Sweden, Norway, Denmark, Finland, Austria, Switzerland and the Netherlands.
- Financing: With the financing service from Klarna you can pay your purchase in flexible or fixed monthly instalments according to the conditions stated in the checkout. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice It including terms and conditions and Standard European Consumer Credit Information you can find here for the markets where this payment method is available: Austria, United Kingdom, Germany, Sweden, Norway, Denmark, Finland.
- Direct bank transfer: Available in Germany, Austria, Belgium, Italy, Spain, Poland and the Netherlands. Your account will be debited directly after placement of your order.
- Direct Debit: Your account will be debited after shipment of the goods or tickets/ availability date of the service or in case of a subscription in accordance with the timelines communicated. You will be notified about the date(s) by email.
- Card Payments: Available in Sweden, Germany and Austria. The amount will be reserved on your card and will be debited after shipment of the goods or tickets/ availability date of the service. In case of a subscription the amount will be debited in accordance with the timelines communicated.
The payment methods Pay in 14 days, Slice It and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
THE HANDLING of YOUR PERSONAL DATA
When you place your order at Frankdandy.com you enter and register your personal information such as name, address and social security number in connection with Klarna Invoice payment. At the same time, you agree that we will save and use your personal information so that we can fulfil our obligations to you as a customer. We also document certain communications that we have with you by phone or e-mail, in order to provide you with the best service possible and to enable the follow up on your cases.
According to the General Data Protection Regulation (GDPR) you have the right to receive the information that we have registered of you. If the information is incorrect, incomplete or irrelevant, you can request it to be corrected or deleted. If so, please contact our customer service. We will never disclose your personal information to third parties. If you have chosen to receive our newsletter, we will send you information and product offers via e-mail. If you no longer wish to receive any newsletters, you can easily unsubscribe via a unsubscribe link in the newsletter or contact our customer service if you need assistance.
COOKIES at FRANK DANDY
What are cookies?
Our website Frankdandy.com contains so-called cookies. A cookie is a small text data file that the website you visit requests to save on your computer. Cookies are used on many websites to give you access to various functions. The information in the cookie is also possible to use to track a user’s browsing. There are two types of cookies. One type saves a file for a long time on your computer. For example, it is used in features that tell you what’s new since the user last visited the current site. The second type of cookies is called session cookies. While you are browsing a page, this cookie is temporarily stored in your computer’s memory for certain features of the site to work, and the session cookie disappears as soon as you close your browser. (Source: the Swedish Post and Telecom Agency)
You can read more about cookies on the Swedish Post and Telecom Agency’s website.