Terms and Conditions
Introduction
Before accessing and using frankremme.com (the "Website"), please review the following terms and conditions carefully. Your use and engagement with our Website imply your acceptance of the terms and conditions outlined below. As these terms and conditions may undergo updates periodically (such as to accommodate changes in technology, our business practices, system capabilities, or applicable laws and regulations), we advise you to check this page regularly to stay informed about any modifications we may have implemented.
Ordering
- If your payment information is incorrect or cannot be verified, or if you fail the credit evaluation
- If the order is suspected of being fraudulent or connected to unlawful activity
- In case of unintentional errors on the Website, such as payment processing errors
- If we have reason to believe you are under 18 years old
- If we are unable to deliver to the provided address
By placing an order on our Website, you are making an offer to purchase the selected products under these terms and conditions. We reserve the right to accept or reject your offer at our discretion. Offers made through our website are the only ones we can accept; we cannot process orders made via phone, email, letters, or fax.
When does your order become binding?
Once you click "Pay" and the receipt appears on your screen, your offer becomes binding. However, please refer to "Returns, Withdrawals, and Complaints" for further details. The receipt serves as an automated acknowledgment of receipt of your offer. However, it does not signify acceptance of your offer, and we retain the explicit right to decline your offer even after you receive the automatic acknowledgment. Upon acceptance of your offer, you will receive an email confirming our acceptance of your order (order confirmation). The contract between you and us becomes effective upon the dispatch of the order confirmation. Should you make an error while placing your order, please contact us promptly for assistance. However, we strongly advise reviewing your offer before submitting it. You have the opportunity to review and edit any information entered, such as shipping or billing addresses, credit card details, or items in your shopping bag before submission.
At Frank Remme we aim to provide the best experience for our customers by offering a 14-day free return policy. Simultaneously, sustainability is a core focus for us, and we hope to encourage mindful shopping habits among our customers.
Regrettably, we've observed that a few customers exploit the free return offer, prompting us to scrutinize purchasing behavior closely to sustain this benefit for our loyal clientele.
Should Frank Remme suspect abuse or excessive purchasing behavior, we reserve the right to reject the order and, on a case-by-case basis, determine whether the customer should be temporarily or permanently barred from placing orders with Frank Remme.
Suspicion of unacceptable purchasing behavior is based on objective criteria, including purchase frequency, order and return patterns, utilization of free returns, delayed returns, reports of missing items in shipments, or repeated ordering and returning of identical items. It's important to note that such behavior is systematic rather than isolated incidents.
If we identify unacceptable purchasing behavior as described above, we reserve the right to refuse transactions with the implicated customers.
Language of the contract
The language of the contract is English.
Access to the agreement
We retain records of all contracts made, including your offer and the order confirmation. We recommend you also retain these documents, as they may not be accessible subsequently. Please refer to "Track your order and view history" for further details.
Fraud prevention
To safeguard our customers and ensure the security of online shopping, we may conduct verification checks on the information provided when you place an order. These checks may involve address and payment verification, as well as screening your order to prevent fraudulent activity.
Payment
We accept the following payment methods:
- VISA
- MasterCard
- American Express (Excl. France)
- Apple Pay
- Paypal (Excl. Canada and United States of America)
- Klarna / Invoice (Sweden, Finland, Germany and Denmark only)
- Vipps (Norway only)
Please note that we cannot accept any payment methods not specified above. If you try to pay by any other methods, we will not be liable for your loss of payment or any other damages caused by your action.
Credit card verification number
Payment processing
For orders placed using Paypal or a debit card, the payment will be deducted from your bank account at the time of order placement.
If you choose Klarna as your payment method, the payment will be deducted from your bank account once you settle the invoice.
Please ensure that your billing address matches the information on your bank statement precisely.
Pre-Order
Cancellation of customized orders before shipment is not possible as production begins immediately upon order receipt.
The right of withdrawal does not extend to products made to your specifications or clearly personalized.
Standard return terms and conditions apply.
Pre-ordered items are ineligible for exchange for different products or sizes. However, they can be returned for a refund, and a new order can be placed once the collection becomes available online.
Returns, Withdrawals & Complaints
Right of withdrawal
As a consumer (i.e., a private individual not purchasing products on behalf of a business), you have the right to withdraw your order within 14 days.
The withdrawal period begins upon receipt of the product and ends 14 days later. In the case of split deliveries, the withdrawal period ends 14 days after receiving the last product.
How to exercise your right of withdrawal
Before the withdrawal period expires, you must notify us of your decision to withdraw either by sending a notice on paper or another durable medium to which we have access, such as by letter or email. You may use the attached withdrawal form, although it is not mandatory.
Additionally, you must return the product to us within a reasonable time from sending the notice, but no later than 14 days from the day we were informed of your decision to withdraw from the purchase.
Please refer to the Return Guide included with your order for detailed instructions.
You may also exercise your right of withdrawal by delivering the product to postal services or another carrier responsible for forwarding the product to us, even if you have not provided prior notice to us.
Alternatively, you can exercise your right of withdrawal by refusing to accept the product upon delivery or by refraining from collecting it at the post office, etc.
Effects of withdrawal
If you exercise your right to withdraw, we will refund you the purchase price, delivery, and return costs, subject to the following conditions:
- Delivery costs are refunded only if you have chosen the most economical delivery option; additional charges for express delivery are not reimbursed.
- Return costs are refunded only if you use our provided free return service; return costs will not be reimbursed if the product is returned via other methods.
Reimbursement will be issued promptly and no later than 14 days from the day we are notified of your decision to withdraw from the contract. We will process the refund using the same payment method as the initial transaction, unless otherwise agreed upon. You will not incur any fees for the reimbursement.
You are responsible for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics, and functionality of the product.
Return process
If you decide to return your order, please follow these steps within 14 days:
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Select the items you wish to return, preferably packaging them in the original parcel provided.
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Complete the return form, detach it, and include it in the package. Including the form helps expedite the refund process.
While you may inspect an item as you would in a store, you should refrain from using it. If the item is used in a manner that prevents us from reselling it at its full price, we reserve the right to deduct the depreciation value from your refund amount.
Returning defective products
We strive to ensure that your products are of the highest quality and in pristine condition when they are shipped to you. However, if you receive a defective product or if there is any discrepancy with your order, you have the option to return the defective item. We will refund the purchase price and cover all delivery costs once we have processed your return. Alternatively, you may choose to keep the product and request a price reduction. It's important to note that products damaged due to normal wear and tear are not considered faulty.
You should notify us of any defects as soon as they are discovered. Any notice provided within two months of discovering the defect is considered timely, although certain circumstances may warrant a longer period under applicable law. Please contact us, and we will arrange for our courier to collect the product. If you prefer to place a new order, we are happy to assist you.
Please be aware that any claims must demonstrate that the products have been used appropriately and that any defects are not the result of your actions.
Incorrect items
On rare occasions, the wrong item may be dispatched to you. If this happens, we sincerely apologize for any inconvenience caused.
Please reach out to our Customer Care team, who will assist in re-ordering the correct item for you and coordinate the collection of the incorrect product by our courier.
Refund process
Once we receive and process your request, you will receive the appropriate refund. We aim to process refunds within 5 days of receiving your parcel or evidence of its return. You will receive an email notification once we have received and processed the refund. Please allow an additional 5-10 working days for the refund to be credited to your account, depending on your bank or card issuer. Unfortunately, this timeframe is beyond our control.
Refunds will be issued using the same payment method used for the original purchase. If we are unable to refund your credit card, we will contact you to arrange an alternative refund method.