We are here to help you get the most out of your shopping experience at frankdandy.com.
We have prepared a library with frequently asked questions for quick reference. If you don't find the answer below, we will gladly assist with your queries about:
- Exchanges & Claims
Customer service is open:
Weekdays: 09:00 to 12:00 CET, 13:00 to 16:00 CET
Saturday, Sunday and Holidays: Closed
Please specify what your inquiry concerns.
Phone: 0046-36-33 33 440
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@example.com 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.
OTHER COMMON QUESTIONS:
What payment methods does FRANKDANDY.COM accept? You can pay using Visa, MasterCard, American Express or if you prefer PayPal, your registered PayPal account. You can also choose to pay against an invoice if you are from Sweden, Norway, Denmark or Finland.
Is it safe to use my credit card online at FRANKDANDY.COM? At FRANKDANDY.COM, your personal online security is important to us. To help ensure that your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure that your information is kept private, we do not process or store any payment information in our database. We can also offer you to pay with PayPal. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction
ORDER AND TRACKING
Can I change my order? An order cannot be changed once the merchandise have been processed at our logistical center. However, items may still be exchanged or returned within 30 days after you have received them. In such cases, shipping charges on the returned merchandise are at the customer’s expense. Check the order status in your profile pages to see if the order has been sent.
If your changes arrive to our logistical center in time, we may be able to change the order. Please contact us as soon as possible and notify us of the changes you wish to make. Make sure to have your order number available. Contact us by sending an e-mail to: firstname.lastname@example.org
When will my order be shipped? Your order will be fulfilled within two business days, subject to card clearance and stock availability. We operate Monday to Friday except from Swedish public holidays.
Which countries does FRANKDANDY.COM ship to? FRANKDANDY.COM Ships to most countries world wide.
Where is my order? In the e-mail with your order confirmation you’ll also find your order number, which enables you to track your delivery through FRANKDANDY.COM. If you have a question concerning a delivery, contact us by sending an e-mail to: email@example.com
Can I add items to my order? Additional items must be handled as a separate order in the web shop. If the first order has not already been processed at our logistical center, we may be able to send all items in the same shipment. In such case, one shipping charge will be refunded to the original purchaser’s credit card.
To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Contact us by sending an e-mail to: firstname.lastname@example.org
Can I order over the phone? Currently FRANKDANDY.COM does not accept orders over the phone.
RETURNS AND EXCHANGES
I have received a faulty product, what should I do? We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. [url=/info/customer-service#returns-and-refunds]Read instruction here.[/url]
Can I exchange for a more expensive product? If you want to exchange an 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.
How long time does it take for my order to arrive? Please review our [url=/info/customer-service#shipping-and-delivery]shipping and delivery[/url] section for standard shipping times.
Is my package insured? All items are insured against theft and accidental damage whilst in transit from FRANKDANDY.COM warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. In the same way the costumer have the responsibility items during returns and exchanges.
Will my FRANKDANDY.COM favorite be restocked? We will add items to the web shop as soon as it comes into stock. Unfortunately, we cannot always tell you when this will be. The best way to know is to become a fan at Frank Dandy's Facebook fan page or twitter feed. Here we announce when a new delivery have been made to our warehouse in Jönköping and that the stock status has been updated on the web page.
How do I receive the latest information from FRANKDANDY.COM? Sign up to our newsletter and we will send you the latest news and offers.
How can I contact you? For inquiries regarding the web shop, contact info is found on top of this page.
HOW TO SHOP
Once you've seen a product you would like to purchase then you first select size by clicking on the letter corresponding to your choice of size. Then choose the amount in the "drop-down"-list. Then click on the BUY!-button. A black sign will emerge when you click on the “BUY!” – button indicating that you added an item to your shopping basket. Either click on the sign to go straight to checkout or continue shopping as usual.
NOTE: If you want to buy more of the same product you can also easily increase the number once you get to the checkout!
Once you have added all the products you want to the basket you proceed to checkout. Either via the black sign that appears above the "BUY!" button or by clicking on the green shopping basket at the top of the screen.
Make sure all the products you wish to purchase are included in your shopping cart. Want to change quantities or delete any items you may do so at checkout. Want to add a different product in your shopping cart, look it up as usual by clicking on the category menu above the checkout. Click on BUY! and then return to checkout.
Have a discount voucher? Click on the insert discount button, type in code, hit update!
Select your preferred payment method.
Enter your shipping address and contact information. Make sure you type in the correct e-mail information otherwise you will not receive any order confirmation and we will have trouble reaching you if something is wrong with your order.
Almost done, hang in there.
When all information is correctly filled in, accept our conditions of sale and then hit the PROCEED! button. This takes you to a summary of your order, at this point you can still go back to change something or click to confirm your order!
Once you have confirmed your order, your payment is handled in accordance with the terms of the payment method you have selected. If the payment of any reason is not approved, you will be redirected to the checkout to choose another payment method. If the payment is accepted you will get the order confirmation page.
You will also receive an order confirmation via email confirming that we have received your order.
Credit/debit card: At this moment we can only offer payment with Credit Card, and Invoice to Norway, Finland, Germany, Austria, Denmark and the UK. For rest of the world, we can only offer you to pay with Paypal. We hope to be able to offer more payment options to more countries within the near future.
(Please check with your bank or organization that handles your card to make sure your card is valid for online purchases)
When placing an order the full amount is reserved on your account by FRANKDANDY.COM. Payment is debited from your card at time of dispatch. All transactions on Frank Dandy Online Shop are processed using Adyen, a third party secure online payment gateway that encrypts your card details in a secure host environment.
All customers paying by card are subject to validation checks. Frankdandy.com makes the reservation to delay any order if we suspect a further security control is needed. For security reasons, we do not store any payment information in our database.
Paypal We offer our customers to securely and conveniently send and receive payments online using PayPal. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction. You can choose to pay with VISA, MasterCard, American Express or your already registered PayPal account.
This payment method passes your order along to PayPal who receive and control your order. If you have a registered PayPal account you can choose this for purchase without typing your credit card information. Signing up for a PayPal account is optional, which means that you as a customer can complete your payment first, and then decide whether you want to save your information in a PayPal account for future purchases.
Refunds are processed instantly. If the PayPal payment was funded by credit card the money will go back to the card and depending on the card issuer it may take up to four days before it shows on the customer’s credit card statement. Refunds of transactions that were funded by bank account or PayPal balance are credited instantly to the customer’s PayPal account.
Klarna With Klarna you don't need to type in any account details or card numbers to shop online. But if you prefer paying straight away via your Internet bank or card, that’s fine too. Pay after delivery Just click "buy now" and then you have 14 days to pay. If you chose to pay after delivery, we will send you an email with instructions on how to make the payment and a link to the payment page.
SHIPPING AND DELIVERY
NORDICS Sweden: 29 SEK Free shipping on orders over 499 SEK Norway: 39 NOK Free shipping on orders over 500 KR Denmark: 39 DKK Free shipping on orders over 500 DKK Finland: 5 EUR Free shipping on orders over 70 EUR
EUROPE United Kingdom: 5 GBP Free shipping on orders over 50 GBP Rest of EU: 7 EUR Free shipping on orders over 70 EUR Switzerland: 10 CHF Free shipping on orders over 100 CHF Russian Federation, Belarus & Ukraine: 19 EUR Free shipping on orders over 100 EUR Rest of Europe: 9 EUR Free shipping on orders over 100 EUR
OCEANIA Australia & New Zealand: 15 AUD Free shipping on orders over 100 AUD
NORTH AMERICA USA: 9 USD Free shipping on orders over 100 USD Canada: 9 CAD Free shipping on orders over 100 CAD
ASIA Japan: 1500 JPY Free shipping on orders over 13500 JPY
Shipping costs will be added to your order and displayed at checkout.
All orders are processed at our distribution center in Jönköping, Sweden within two business days, subject to payment clearance and stock availability. Order processing may take up to five days during our sales period. We operate Monday to Friday with exception for Swedish public holidays.
Nordic Countries: 1-5 days Europe: 2-7 days. US/Canada: 5-12 days. Others: 5-15 days.
Occasionally the customs agency within the destination country may choose to delay individual 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.
If you by any chance have not received your order within dates stated above, please contact email@example.com-
Contact FRANKDANDY.COM In the e-mail with your order confirmation you’ll also find your order number, which enables you to track your delivery through Frankdandy.com. If you have a question concerning a delivery, contact us by sending an e-mail to: firstname.lastname@example.org
TAXES AND DUTIES
European union On all orders from within the European Union prices include Swedish VAT at 25 %. These orders will be shipped on a DDP (Delivery Duty Paid) basis, meaning that all taxes and duties are included in the price at checkout.
Rest of the World Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties as well as Swedish VAT. International orders can incur taxes and duties as determined by the customs agency within the destination country. Although this does not always occur, assessment of duties and taxes will be based on the value of the order and the Tax-free threshold (if it exists) for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient. Occasionally this may be listed as an additional postage fee. While we apologize for any inconvenience, we have no control over such fees. (More information can be obtained by contacting your local customs office.)
Unclaimed packages Frank Dandy AB always log IP address for purchases. If we receive packages from a customer/recipient who has refused the package sent them by FedEx, we reserve the right to charge the customer for all the costs incurred in such return + a handling cost of 20 USD/20 EUR/200 NOK/200 DKK. The money is deducted from the amount paid for the order. Is the cost of re-dispatch higher than the customers order value no money will refunded to the customer. If the customer have more than two unclaimed package the customer will be blocked from shopping at www.frankdandy.com
RETURNS AND REFUNDS
RETURNS & EXCHANGES Making a return or an exchange is easy. Just follow these steps:
Contact customer service at email@example.com as soon as possible after delivery. State your order number, which products you wish to return and the reason why. Then please wait for instructions. If you do not contact us before sending the products, you might not receive your refund or exchange.
You will then receive the address where to send the goods. As a consumer you are responsible for the goods during return shipping. We recommend that you send your items in their original packaging to ensure that they are adequately protected in transit.
(Before sending your package, please read the texts following.)
CHANGED YOUR MIND? It’s ok, we forgive you, we realize we can’t always please everybody and we want you to be happy. Therefore we'll always accept returns made within 30 days with one exception: Since underwear is a hygiene product, the product has to e unused and still in its sealed package. Before breaking the seal visually inspect the goods to make sure you have received the right colour, size and model. (According to EU-law, as a customer to frankdandy.com, you have 14 days to change your mind)
When buying T-shirts, tank tops, lounge wear and swimwear you may return or exchange the merchandise even if you have opened package. The only condition is that the goods will be returned in original condition i.e. that it is not used. Always enclose the original packaging and if any tags.
NB! During the annual end-of-the-year sale and the summer sale periods we do not accept returns on sale items.
EXCHANGES If you want to exchange an 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 below. 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.
FRANKDANDY.COM QUALITY GUARANTEE Items are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 12 month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items can be made within the 30-day period following delivery. Should you receive a delivery containing damaged or the wrong products, we will cover all shipping charges and do everything we can to rectify our mistake.
RECEIVING A REFUND. Your refund will be credited to the original purchaser´s credit card, your PayPal account or if you prefer as a store credit. The refund will exclude shipping costs, with the exception of faulty items. Late returns may be accepted at the discretion of FRANKDANDY.COM. However, they can only be refunded as a store credit. If your order has been sent within the EU, all sales taxes will be refunded. FRANKDANDY.COM is not able to refund customs duties and taxes on orders shipped outside the EU. However, you may be able to recover these by contacting your local customs bureau directly.
IMPORTANT INFORMATION • Items must be returned within 30 days of receiving your order. • Items should be returned to us in perfect condition accompanied by the original invoice. • Returns will only be accepted if labels and original packaging are fully intact. FRANKDANDY.COM cannot accept returns where labels have been removed. • Underwear must be kept in its sealed packaging. • You are responsible for the shipping of returned items back to FRANKDANDY.COM. Items lost in transit will not be compensated for. • All exchanges are subject to availability. • During sales periods, FRANKDANDY.COM will not allow exchanges or returns.
TERMS AND CONDITIONS
In General Access to and use of this Website and the products and services available through this Website (collectively, the "Services") are subject to the following terms, conditions and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by FRANK DANDY AB (Henceforth referred to as FRANKDANDY.COM, ’us’ or ´we’ interchangeably) from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
Intellectual Property, Software and Content The intellectual property rights in all software and content made available to you on or through this Website remains the property of FRANKDANDY.COM or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by FRANKDANDY.COM and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by FRANKDANDY.COM or its licensors. The Frank Dandy Superwear name and logo are trade marks belonging to FRANKDANDY.COM. No licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colourably similar without the written permission of FRANKDANDY.COM.
TERMS OF SALE
In order to enter into this contract with FRANKDANDY.COM you must be over 18 years of age. FRANKDANDY.COM retains the right to refuse any request made by you. If your order is accepted we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods.
Our Contract When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
Pricing and Availability Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
All countries within Europe Union are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price at checkout. Orders to countries outside Europe are shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties as well as Swedish VAT. International orders can incur taxes and duties as determined by the customs agency within the destination country.
Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.
Products All pictures should be seen as illustrations, and cannot be guaranteed to reproduce the exact product appearance and characteristics. In the event of errors in the storage status, FRANKDANDY.COM reserves the right to correct this. This means that if a product in FRANKDANDY.COM assortment has been withdrawn or otherwise is not available with respect to reasonable efforts, FRANKDANDY.COM is not obliged to provide such a product even though the customer ordered the same. If payment has already been made for such a product, FRANKDANDY.COM will refund as soon as possible, and within 30 days at the latest.
Payment All customers paying by card are subject to validation checks. FRANKDANDY.COM makes the reservation to delay any order if we suspect a further security control is needed. For security reasons, we do not store any payment information in our database. Upon receiving your order we carry out a standard pre-authorization check on your payment card to ensure there are sufficient funds to fulfill the transaction. Goods will not be dispatched until this pre-authorization check has been completed. Your card will be debited once the order has been accepted. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction. You can choose to pay with VISA, MasterCard, American Express or your already registered PayPal account.
Delivery Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to Sweden and subject to any delays resulting from postal delays or force majeure for which we will not be responsible. Please see our [url=/info/customer-service#shipping-and-delivery]Shipping and Delivery[/url] notice for further information.
Returns, Exchanges and Complaints We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments. For more information please review our [url=/info/customer-service#returns-and-refunds]Returns and Refunds[/url] notice.
Frank Dandy AB always log IP address for purchases. If we receive packages from a customer/recipient who has refused the package sent them by FedEx, we reserve the right to charge the customer for all the costs incurred in such return + a handling cost of 20 USD. The money is deducted from the amount paid for the order. Is the cost of re-dispatch higher than the customers order value no money will refunded to the customer. If the customer have more than two unclaimed package the customer will be blocked from shopping at www.frankdandy.com.
- Discount Codes Promotional discount codes - We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website.
The laws of you country may be different from the laws in Sweden and there may be additional legal requirements for you to use this website. You must comply with all applicable local and international laws and regulations regarding your use of our website.
Waiver If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
Entire Agreement The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and FRANKDANDY.COM. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of FRANKDANDY.COM
Frank Dandy AB 556779-8284
Stockholm, Sweden 2017-05-06
Your personal data may be disclosed to third parties only when it is necessary to fulfill the purposes described above. When registering to the site, you have the option not to receive any information from FRANKDANDY.COM. If you wish to end your subscription to information from FRANKDANDY.COM send an email to firstname.lastname@example.org. State your name and email address and a short description of the matter in the email message.
If you wish, you have the right to know what information is kept about you in our systems. This information can be requested by sending an email to email@example.com. If the information is incomplete or incorrect, you have the right to have the information corrected or deleted.
All customers paying by card are subject to validation checks. Frank Dandy makes the reservation to delay any order if we suspect a further security control is needed. For security reasons, we do not store any payment information in our database.
WASH & CARE
How you wash your underwear (and other clothing) is one of the most important things to think about to keep your clothes in good condition. Your underwear can fade in colour, shrink and in worst case perish if you wash the garments the wrong way. Every wash wears and tears the garment. How different materials and textiles react to different types of washing varies. The most suitable way to handle your underwear is to read and follow the instructions on the garments washcloth.
Sort your laundry after washing temperature and colour. The most suitable way to handle your laundry is to separate your clothes in dark, gently coloured and white washes. Underwear with prints on white bottom is often extra vulnerable and should be handled with additional care. Never use washing powder that contains bleach. Notice that the waistbands in Frank Dandy’s underwear are made of premium microfiber, which could get worn out in advance if garments are used in tumbler or dryer. Use amount of washing powder as recommended on the package. Over use of washing powder does not give you better washing results, and is also unsuitable for the environment.