Are all items new?
No. Franek Shop UK sells both new and pre-owned items. The condition of each item is shown on its product page, so please check the description and photographs before ordering.
Is the item in the photos the exact item I will receive?
For one-off and individually listed products, the photographs and description relate to the actual item being sold unless the product page clearly states otherwise.
Can an item sell out quickly?
Yes. Many products are individual or limited-stock items. Once the available quantity has been purchased, the item may no longer be available to order.
How can I track my order?
When tracking is available, the carrier and tracking details are added to your order. You can view the available tracking information in your account and in relevant order emails.
Where do you deliver?
Delivery availability depends on the destination, the parcel and the delivery services currently available at checkout. Some countries and regions are excluded. If we cannot deliver to your shipping address, an available delivery option will not be offered at checkout.
Can my billing address be different from my delivery address?
Yes. Your billing address and delivery address may be different. Delivery availability is determined using the shipping address entered for the order.
What delivery service will be used?
Available delivery services are shown at checkout where applicable. The service used can depend on the destination, parcel requirements and the delivery options currently available for your order.
When will my order be dispatched?
Dispatch information shown on the product or checkout page applies from order confirmation. If an unexpected delay occurs, we will use the contact details supplied with the order where appropriate.
Can I change my delivery address after ordering?
Please check your delivery address carefully before completing payment. If you notice an error, contact us as soon as possible. Changes may not be possible once an order has entered the dispatch process.
How do I request a return?
Please follow the instructions on the Returns & Refunds page. Return instructions may depend on the order and the reason for the return, so please do not send an item back before following the published return process.
How are payments processed?
Payment options available to you are shown securely at checkout. Online card and supported checkout payments are processed through the store's payment provider and Franek Shop UK does not display your full payment card details.
Where can I find my receipt?
You can view and print your receipt from your Franek Shop account.
Go to: My Account → Orders → View order → View / Print Receipt.
From there, you can open the receipt, print it or save it as a PDF.
Receipts are available for Franek Shop orders linked to your customer account. If you placed an order as a guest and it does not appear in your account, please contact us and we can check the order for you.
Purchases made through eBay, Vinted or Etsy are not shown in your Franek Shop My Account order history.
How can I contact Franek Shop UK?
Please use the Contact page for general enquiries. If your question relates to an existing order, include your order number where possible.