Refund policy
- Delivery information in general
-
Shipment Details
- Exchanging and Refunds
- Order Cancellation
- Rules for Returns
- Complaints
- Procedure for Returns
01. GENERAL DELIVERY INFO
Orders placed at the Fransje Sophie online store will be shipped and delivered during the workweek, Monday to Friday. After your order has been registered, payment confirmed and all order items are available, Fransje Sophie undertakes to dispatch the order and observe the following delivery times: within NL 2 to 3 days, within the EU 2 to 6 days, outside the EU 6 to 10 days. We can only guarantee safe delivery of an order if the shipping address for the products is correctly entered by the Costumer, and the address is a home or office located in one of the countries listed in the Check-out menu.
02. SHIPPING INFORMATION
Fransje Sophie dispatches via PostNL. Transportation expenses inside the EU are without any extra charge. For those outside the EU, the exact cost for each delivery will depend on the destination. The cost of shipping to each country is calculated during the purchase process and is displayed for your reference and acceptance. The fees for transportation do not include any import duties. Fransje Sophie will only cover the cost of shipping, the Customer is responsible for all other costs such as taxes, duties and other import charges. Customers outside the EU are not charged with VAT for the items they buy.
Once your purchase has been submitted to the designated delivery service, a track & trace code will be provided to you. This code will enable you to monitor your package's progress.
After delivery, it is essential to inspect the package to ensure that there is no damage. If there is, the Customer must not accept the delivery, and it shall be sent back. Fransje Sophie will reimburse the expenses incurred for the order as soon as the return is completed.
03. EXCHANGES AND RETURNS
For those items purchased on promotion or on sale, you have 14 days from the date you receive your order to return the product to us. We guarantee a refund if the product(s) are read in perfect condition, in the original packaging.
Full price items: You may return any item without explanation within 40 days of receiving it. For those items purchased on promotion or on sale; you have 14 days from the date you receive your order to return the product. The customer must pay the cost of the exchange or return. Ensure the package is properly sealed and the product is unused, if possible in its original packaging, and with the hangtag. Please complete the return form and include it with the shipment for return within 40 days to the following address:
Fransje Sophie
80 Jekermolenweg
Maastricht, 6212 NL
Country of The Netherlands
Be certain to retain your tracking and tracing information. Fransje Sophie does not take on the accountability of any lost parcels or packages which are returned for unknown causes. Upon the package arriving at my company address, I can handle the return for you. Free return labels are not available.
After the return is accepted, you will receive the same amount of money back that you paid for the goods with the same payment method. No other means of money return can be used. This refund should arrive in around 10 business days.
Once it has been ascertained that the product is available, shipment of an identical item, or a different color or size, will be sent to the address specified in the exchange procedure.
04. CANCELLATION OF ORDERS
It is possible to cancel an order prior to its dispatch. To do so, contact Fransje Sophie via email at info@fransjesophie.com and make the request. In the event that it is accepted, you will be notified of the decision with no cost to you. If, however, the order has already been shipped, the products will still be sent to you.
05. EXCHANGE AND RETURN TERMS & CONDITIONS
- Within 40 days of purchase, returns are accepted.
- The items must not be worn or washed, and should be free of food or makeup stains, body odors, and cigarette smells.
- Modifications and fixes should not be made to any faulty items.
- Items should be returned with the original hangtag attached.
- If possible, the item should be returned in its original packaging.
- The customer is responsible for return shipping costs.
- Unstamped and/or insufficient returns are not accepted.
- Customers must report faulty products and/or delivery errors within 14 days of receiving their order and, if available, include a description of the issue and pictures.
- If our return and exchange rules are not met, we reserve the right to return the item and charge for shipping costs.
- Gift cards and/or vouchers are not refundable and cannot be exchanged for cash, either partially or in full.
06. CLAIMS
We ensure that every item is inspected and verified prior to shipment. If you receive something which isn't in pristine condition, please send it back.
Acceptance of a claim is contingent upon the customer not having misused the item and that any defects are not the result of the costumer's handling of the product.
RETURN PROCESS
The process of returning an item is one that requires careful consideration. It is important to take the necessary steps and ensure that the product is properly returned to the correct place. It is also essential to remember that refunds may not be available for all returned items. Therefore, it is important to thoroughly understand the return policies before making a purchase.
- Ensure the products remain in the same condition they were delivered with all tags still attached.
- Place the item(s) in the original delivery box or any other sealed carton box. Then securely close and seal the box. It is essential that you note down the order number, name, e-mail and the reason for the return.
- Fransje Sophie will not be liable for the return shipment.
- Your return will be processed and refunded, if accepted, within 10 days of its arrival.
- The delivery fee of the return will not be refunded. The items being returned must be in pristine condition with no visible signs of damage, and the original label must be attached. Upon delivery, returns are examined carefully and we reserve the right to decline any returns that do not meet these requirements.