FAQ

If your specific question is not answered here, please contact us

+49 (0) 9324 978 47 10
Monday - Friday 9:00 AM - 5:00 PM

Returns

If you are not 100% satisfied with your new goods, you can return them within two weeks. After we receive and inspect them, you will receive a credit for the purchase price. We would appreciate it if you could tell us the reason for your return, as this helps us to improve.

Please send returns to:
FRANKEN & Cie.
Egerländer Str. 2
97337 Dettelbach

Exchanges

Is the ordered pair of trousers too small or too large? We offer hassle-free exchanges. Call us (+49-(0) 93 24-9 78 47 10) or send us an email (customerservice@franken-cie.com), and we will discuss the most convenient and fastest way for you. Alternatively, you can return the goods and include your exchange request. You will then receive a new delivery promptly. Any price differences will be adjusted by refund or additional charge.

Where is my parcel?

You have received a shipping notification by email and have been waiting for your parcel for more than seven days? Please send us an email with your order number or the delivery note number from the shipping notification. We will check with DHL where your shipment is and will contact you immediately. If DHL informs us that the shipment has been lost in transit, you will receive a new delivery. We will handle everything else with DHL.

Incorrect Delivery

You ordered correctly, but we delivered incorrectly? That shouldn't happen, but we can't rule it out. To err is human. But it should not be to your detriment, please call us quickly (phone +49-(0) 93 24-9 78 47 10), we will send you the correct item immediately and cover the return costs. We will discuss the simplest process on the phone, and we will also have the opportunity to apologize to you.

Parcel Service and Express

Shipping is carried out by DHL to the specified delivery address, including parcel stations. Express deliveries are subject to special conditions that must be agreed upon individually; please contact us for this. If DHL cannot reach you and deposits the parcel with a neighbor or at your nearest post office branch, you will find a notification card in your mailbox.