We are currently experiencing high volumes of orders and emails. This unfortunately means that it might take a little longer than normal to get your order sent or have your email responded to.

Customer Service

Hello there!

What can we do for you today?

We at Frank Dandy feel quite so sure that you will find all the possible help here on this page for your query.
That said – if you can´t find the help you are looking for here, you are more than welcome to contact us by our contact form at the bottom of the page and we will do our very best to provide you with the best possible customer service ever. Our response time is within 72h on weekdays (but usually it goes much faster than that). Count with one day or so.
If you haven’t received an answer from us within 72h – please check your spam box.

While contacting us, remember to carefully specify what your case is about, and always attach your order number if your inquiry concerns an existing order.

Ps. You can easily navigate by using the buttons below. Just click on the button which suits your query and you will be taken to the right section automatically. Simple as that!

SHOPPING & PAYMENTS DELIVERIES RETURNS & EXCHANGES CHOOSING THE RIGHT SIZE TAKE CARE OF YOUR GARMENTS CLAIMS ISSUES

Shopping & Payments

…just the normal way

Our goal is to provide an easy shopping experience. Once you find a product you wish to buy, you firstly choose size and quantity. Then click “ADD TO CART” to move the product into your shopping cart. You can now choose either to continue shopping or proceed to the checkout and complete your purchase. If you want to add a product to your cart, please do so the usual way by clicking “ADD TO CART” to update your shopping cart.

You will always find your shopping cart in the top-right corner of your screen. When you feel satisfied and ready to complete the order, click on “GO TO CHECKOUT”. Make sure all products you want to order are included in your cart and in the right size before you finalize the purchase. If you want to change the quantity, size, or remove any product, you can easily do it in the cart or directly at the checkout.
If you have a valid voucher, please enter it by using the “Got a voucher code?” at the checkout, and then click “APPLY”.

At the checkout you chose which payment method (PayPal or Klarna) you wish to use. (For more information regarding payments, please see the section “PAYMENT METHOD” below.) When all the required information is correct, click “GO TO PAYMENT” and fill out the box that you accept our terms of frankdandy.com to complete your order.

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 taken back to the shopping cart and have the option to choose a different payment method. Once the payment is done correctly, you will be sent to a confirmation page that shows that your order has been received by us. 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 to this.

CANCEL AN ORDER

If you happen to place an incorrect order, or you regret your purchase, contact us by our contact form at the bottom of this page and describe exactly what went wrong and if you want us to cancel your order. Remember to enter your order number and the phrase “CANCEL” in the subject line. By doing so you can increase the opportunity for us to act before the pigeon flies, cannons fire or the mailman does his thing.

PAYMENT METHOD

You can choose from the following two payment methods: PayPal or Klarna.

PayPal

We find PayPal to be one of the safest ways to send money online. PayPal has evolved from its core to be one of the safest ways to send money online. Unlike other financial institutions, payments via Paypal are sent without private financial information. It is also easy to use. Just create an account with PayPal and fill that account with money from e.g. your credit card or bank account. At the checkout, choose the payment option “PayPal”, and your money transfer from your PayPal account to us at Frankdandy.com will be a real thing. By completing the purchase, you agree as well to Frank Dandy’s Terms and Conditions.

To pay with PayPal, you need a PayPal account, click HERE to get a PayPal account.
Read more about PayPal’s terms & conditions here.

Klarna

In cooperation with Klarna, we offer four different payments method:

Payment with credit card
Invoice via Klarna
Partial payment via Klarna
Direct payment (via your internet bank)

These solutions are called “Klarna Checkout”. By providing information at the checkout, you agree to the terms & conditions of Klarna. By completing the purchase by clicking on “Complete Purchase”, you also agree to Frank Dandy’s Terms and Conditions.

Klarna Checkout might prefill-out some information for you as soon as you are identified. The information you need to enter to be identified may vary between different countries and customers. No credit information is taken directly in Klarna Checkout, but if necessary depending on which payment method you have chosen. Credit information taken by Klarna does not affect your credit rating and can not be seen by others who request credit information about you.

Read more about the Terms and Conditions of Klarna here.

Delivery Information

FAST & SAFE DELIVERY

We do all the shipments within Sweden with the local Post or DHL. To Norway, we ship all orders with Bring and abroad, we ship overseas with FedEx. In case the package cannot be delivered directly to your mailbox, you will receive a notification from the courier, or via SMS, which you then can use in favor to redeem your package at the specified delivery point.

Products 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 3 pm on a business day, will normally be shipped the same day. The delivery time is usually 1-3 days in Sweden and elsewhere about 2-5 days depending on where about on the globe you live. You might get more information about that from your local FedEx.

From our experience we propose our customers expect the following delivery times:
Nordic Countries: 1-5 days Europe: 2-7 days US/Canada: 5-12 days Australia: 5-12 days Others: 5-15 days
Occasionally, the customs agencies within the destination country may choose to delay shipments as a random security/inspection measure, these delays can vary between 4-6 weeks, with the exception 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 pay by credit card or direct payment, you have the opportunity to choose a different delivery address than your home address. This is perfect if your purchase is meant to be a gift or to some other temporary address. Your delivery specification and 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… Smart!

RESPONSIBILITY

Frankdandy.com is responsible for full 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 and within 60 days at the latest.

In case you return an item to us and it´s lost or damaged, it is you who is liable for payment.

TRACKING OF SHIPMENT

In Sweden, your order is shipped by DHL or Postnord. Abroad your order is shipped by FedEx Economy. You will receive a tracking link where you can follow the delivery included in 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 by contacting us by our contact form at the bottom of this page.

Remember that it may take a couple of hours from the order is sent from the warehouse before the link is activated!
You can also find the tracking link here: https://www.fedex.com/en-se/home.html if your order is sent with FedEx.

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 want you to be happy with our product and service, so our return policy always gives you the right to cancel or regret your order for 30 days. Please note 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 only 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 color is the same as you wanted and that it is the model you ordered. Our sizes can be perceived as “normal” or slightly smaller, so in the choice between two sizes, please choose the larger size.

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, quickest, and only 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 according to the return instructions. If you make an exchange for a less expensive item, you will receive a refund to the original purchaser’s credit card.

When you buy our other garments – such as t-shirts, tank tops, or loungewear – you can naturally make a change once opened and/or tried on. The important condition here is that the item returned is in its original condition, i.e. that it is not used more than perhaps tried on for us to accept an item in return. You can try the size at home without losing the right of withdrawal, think the same as trying the clothes in a physical store. If you return goods that are used more than necessary, so that they are returned in a deteriorated condition, to investigate its function and properties, we deduct the refund by 100% without further notice.

Always return the original packaging and with tags on. Of course, if an item is incorrectly dispatched, we are responsible for the return postage.

Follow steps 1 and 2 below to return your purchase to us.

EXCHANGES

If you wish to change an item, the easiest, fastest (and only way) is to place a new order in the shop. Then use your right of withdrawal for the item you wish to exchange and return it to us according to the return instructions. Please note that the same rules apply to a product that you want to exchange as in the case of a withdrawal of the purchase, i.e. that the packaging must be unbroken and non-tried on considering underwear and swimwear.

1) Please contact us by our contact form at the bottom of this page as soon as possible after the delivery. 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 so that we can easily find your order.

2) You will then receive an address from us where you can send the items. As a consumer, you are responsible for the return shipping. Once we have received the return or exchange in OK shape, we will make a refund.

NOTE! It usually takes about a week from the time we receive your return before you receive a refund. In exceptional cases, it can take up to 30 days for a refund (which is the maximum time allowed by law). Also, in case the return you sent is not accepted for different reasons, Frankdandy.com deducts the refund by 100% without further notice.

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 brands. Our sizes can therefore easily be perceived as ‘normal’. Nevertheless, our idea of a good fit for underwear is more of a tight fit, and perhaps not hanging that much, so in case of desired “loose-fit”, or if you are choosing between two sizes, we recommend that you choose the larger size.

And – keep in mind that we all have different preferences; one wants a tight fit (sometimes even really really, really tight fit), while others might prefer more of a leisure-fit. The choice is yours!

Take care of your garments – please

How to wash your underwear (and other clothes) is often one of the most important things to keep your clothes nice and fresh for a longer time. If you wash incorrectly, your underwear can quickly lose color, get shabby, and in the worst case even be destroyed. So please, treat your Frank Dandys with love! All laundry is wearing on clothes, and different materials react differently to laundry. The best way to ensure you do your laundry correctly is to look at the underwear’s washing instruction label and follow it.

Here are some 101 laundry tips from our own experience: sort your laundry by temperature and color: dark clothes, slightly colored and completely whites separated. Prints and strong colors on the white bottom are often particularly sensitive to washing and should therefore be handled with extra care. Do not use bleach detergent. Remember that the elastic in Frank Dandy’s underwear is made of fine microfiber, which can become damaged by 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 does not give better washing results and is also not that good for nature.

Claims

In case of a …

We guarantee that the goods you order from our site are free from any errors at the point of delivery. Should you receive a defective item, you have the right of complaint 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 you discover the default, and no later than 60 days after you have detected the error. To address a complaint we require a written description accompanied by photos of the issue to be sent to us by email. Of course, we are responsible for reasonable shipping costs considering deliveries and complaints

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 to share your opinions or concerns. If a product is claimed false or defective after 6 months from the purchase, the proofing 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 us by our contact form at the bottom of this page if you suspect a complaint as soon as possible after the delivery. Please, always enter the order number and/or the email address provided when the order was made, so that we can easily find your order and provide faster service for you.

Remember to always attach clear photos if your case concerns a complaint or a claims issue. All claims should be handled by the original point of purchase. If you have purchased the product in other stores than www.frankdandy.com, please contact the store of purchase to register an eventual complaint.

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 for sales of goods (products). You as a customer can easily place an order here at Frankdandy.com. If you are buying as a business and would like to place an order, please contact Frankdandy.com before purchasing.

These Terms or parts in this Agreement that deviate from mandatory legislation are without effect to the extent that the deviation is not in the customer’s favor. This provision only applies if a customer is a private person and the purchase refers to private consumption.

PRODUCTS

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 webshop at www.frankdandy.com. When you place an order, you will receive an order confirmation via email as the receipt for your order: this email is only a confirmation and does 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 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 unavailable, concerning reasonable efforts, Frankdandy.com is not required to provide such a product even though the customer ordered it.

PRICING and AVAILABILITY

While we try to ensure that all details, specifications, and prices displayed on our 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 allow you 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 canceled. If your order is canceled 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 AB 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. 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 pay those fees. For orders to Norway, we do have an exception here. All the prices for our orders to Norway do include VAT and import taxes, meaning that you as a customer can easily see the total and final cost for your purchase at the checkout.

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 by letter or 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 the written cancellation note has been received by us. There may be times when it can be impossible for us to fulfill a placed order, for example, if Frankdandy.com’s suppliers cannot fulfill their 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 during 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 possible transport damage, the Customer should always contact us by our contact form at the bottom of this page. 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

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.

The prices and fees listed on Frankdandy.com’s website include VAT (not applicable for orders outside the EU – applicable for all 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 is subject to change and will always be visible during the checkout, and, is dependent on the country of delivery.

Please note! For orders outside the EU (except Norway – we have a special deal here for our dear neighbors), prices are reduced and exclude all taxes and any fees associated with the import of the products. International order can thus be subject to tax and customs duties, which depend 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.

PRIVACY POLICY

In connection with the Customer’s order, the Customer agrees that Frankdandy.com stores and uses the Customer’s information to fulfill its obligations towards the Customer. Frankdandy.com also documents certain communications that Frankdandy.com has with the Customer by telephone or email. This is done to help 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 to administer the order and fulfill 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 returns the product in its original condition with all associated packaging. To use the right of withdrawal, the Customer should ccontact Frank Dandy by the contact form at the bottom of this page

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.

DISPUTES

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 us by our contact form at the bottom of this page.

SAFE SHOPPING

You can always feel safe when visiting and 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 within 24 hours.

PAYMENT SECURITY

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 installments according to the conditions stated in the checkout. The installment payment is due at the end of each month after the 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 the 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 the 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 save and use your personal information so that we can fulfill our obligations to you as a Customer. We also document certain communications that we have with you by phone or email to provide you with the best service possible and 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 email. If you no longer wish to receive any newsletters, you can easily unsubscribe by using the unsubscription 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)

Cookies on Frankdandy.com uses cookies of both types. We use some cookies that are stored for some time and that save your settings. We also use a session cookie to handle your shopping cart and order on the website. The cookies we use do not store any personal information about you.

Can I avoid cookies? If you do not want to allow cookies, the browser can be set to automatically deny cookies or be automatically informed that a web page contains cookies. You can also choose to allow cookies from certain websites that you visit but still refuse cookies from others, or just allow session cookies. The browser can also delete previously stored cookies. See your browser help pages for more information. Our site works even if you only allow session cookies. You can still see all the products and read all the information. However, if you choose not to allow session cookies from our site, you will not be able to put any item in the cart nor place an order.

You can read more about cookies on the Swedish Post and Telecom Agency’s website.

Contact Us

For regular questions and answers, visit our FAQ- page