At Frantsila, we are committed to your satisfaction and well-being, mirroring the care we put into each of our products. We offer a thoughtful 30-day return and exchange window from the delivery date for all our customers. To begin a return, simply access your account, locate the order in question under your order history, and proceed with the return instructions. If you haven’t registered an account, doing so with the email address used for your order will automatically link your order details to your new account.

Should you require any assistance or have questions about the return process, our dedicated customer service team is ready to help at info@frantsilawebshop.com. It’s important to note that returns must be processed through our designated shipping partners, and you can find further details and conditions for returns specified below.

Eligibility for Returns:

1. The order is cancelled within 30 days following delivery, adhering to our terms.
2. The item remains unused and in its original state.
3. The item is returned with all components, packaging, and instructions intact, just as it was received.
4. The item is repackaged in its original packaging or a suitable alternative, ensuring its protection.
5.  Sealed products, such as cosmetics, must be returned with the seal intact.

We request that items be sent back immediately after deciding to cancel your order.

Responsibility for any damage incurred during the return shipment lies with the customer. Items that are returned damaged, without clear evidence that the damage occurred during the original shipment, may not be eligible for a return or exchange.

Packing Instructions:

The returned item must be unused and include all original parts, packaging, and instructions.

Package the item carefully in its original packaging or a similar-quality box, ensuring not to leave any shipping labels or marks that could damage the product packaging.

For Fragile Items:

• Add extra padding to protect fragile items.
• If possible, mark the package as “fragile.”

Packaging Best Practices:

• Enclose the product within a secondary shipping box for added protection.
• Use sturdy, high-quality cardboard that allows for cushioning around the product.
• Ensure the item is well-cushioned and does not touch the sides of the box.

Refund Process:

Upon receipt and inspection of the returned item, we will process your refund to the original payment method. Should the returned item be used, damaged, or not in a condition for resale, we reserve the right to deduct a fee for the loss in value up to the item’s full price.

Refunds will be issued within 14 days of receiving the returned item at our warehouse, processed in the order they are received.