SHIPPING & RETURNS POLICY
This policy is effective on April 18th, 2016 and last updated on August 5th, 2020.
The Franz Collection, Inc.’s Shipping and Return Policy explains:
The procedure by which the Franz Collection, Inc., its parent, and/or its subsidiaries, and/or its worldwide affiliates, and its directors, officers, employees, affiliates, agents, contractors, representatives, licensors, and service providers/third-party providers (hereinafter collectively referred to as “FRANZ”) processes your shipment and returns or exchanges for the orders placed with the FRANZ Online Shops or mobile apps associated with FRANZ, accessible at franzcollection.com and/or shop-us.franzcollection.com (hereinafter collectively referred to as “FRANZ websites”).
Standard Shipping Costs
Our shipping and processing charges are based on the total amount of your purchase. You will receive an email confirmation verifying that your order has been shipped. In the case of back-ordered items, your shipping packing list will reflect which items are pending and they will be shipped to you as soon as they become available; therefore, items ordered together may not always be shipped together. The shipping cost of your order will be added and displayed at checkout.
Every package is insured and orders are delivered door-to-door; consequently, FRANZ does not accept orders that are to be shipped to a P.O. Box or APO/FPO addresses. Orders must ship to a single address located in the 48 contiguous states, Alaska, Hawaii, or Washington, D.C.. FRANZ ships only within the U.S. for all orders placed with the FRANZ websites. FRANZ does not currently process orders for the following destinations: American Samoa, Guam, Northern Mariana Islands, Puerto Rico, or the U.S. Virgin Islands.
Asia Exclusive Items Shipping
Asia Exclusive Items are shipped directly from Asia and therefore are not eligible for UPS 2nd Day shipping option. FRANZ requests that FRANZ customers select UPS Ground for shipping at check out when purchasing Asia Exclusive Items. Special orders may take 3 weeks to arrive. In the event that UPS 2nd Day Air is selected, FRANZ will refund the shipping charges to the customer within 1 week to the card used at the time of purchase.
Shipping Errors & Disputes
It is the responsibility of the customer to ensure the accuracy of the shipping address at the time of purchase. In the event a customer enters and confirms an order with the wrong shipping address and fails to notify FRANZ, the customer will be held responsible for any additional shipping costs related to returning the incorrectly shipped order and/or additional shipping costs related to shipping a new order (if required) to the correct address. Additionally, if the correct address is located in California, the customer will also be required to pay the necessary state taxes, which must be collected before the item(s) can be shipped. FRANZ is not responsible for any additional charges the customer may incur from their financial institution(s) as a result of these transactions.
FRANZ uses reliable delivery services that offer sophisticated tracking systems to monitor the status and confirm the delivery of all shipments. Once an order leaves our warehouse, the responsibility for delivering the order lies with the delivery service. Accordingly, in the event a customer claims an order was not received, the tracking information, along with any delivery confirmation, in the delivery service's tracking system will serve as the proof of delivery.
When ordered by the last delivery dates communicated, items will usually be delivered on time. Deliveries may be delayed through acts of nature, inherent system faults/failures, or unforeseen irregularities on the part of our delivery partners. FRANZ can assume no liability in such cases. As a precaution, FRANZ recommends that you place orders to be delivered to remote locations as early as possible, as well as take into account the extra demands placed upon delivery services during peak times (such as around Christmas or other holidays).
Standard Ground Delivery
Unless an expedited service is requested, your order should arrive in approximately 5-7 business days after shipping if ordered by 12:00 noon (EST) on weekdays. Additional charges may be assessed if more than one attempt is made for delivery.
Your order should arrive in 2 business days after shipping if ordered by 12:00 noon (EST) on weekdays. Please note 2-day orders placed after 12:00 noon (EST) on Friday, Saturday, or Sunday will be processed the following Monday and should arrive in 2 business days after shipping. Additional charges may be assessed if more than one attempt is made for delivery. Some zip codes are not available for this 2-day delivery service.
Shipping costs vary depending on the value of your order and the shipment method you select. See the tables below for Standard and 2-Day shipping rates.
|Total Order Value||Standard Ground||2-Day|
|$10,001 and over||$80||$265|
For your convenience, FRANZ uses United Parcel Service (UPS). FRANZ ships to U.S. addresses only; some exclusions may apply.
Please note that your order cannot be processed by us or by our delivery partner on the following public holidays. Therefore, the following days do not count as business days:New Year's DayMemorial Day Independence DayLabor DayThanksgiving DayThanksgiving Day Observance Christmas EveChristmasNew Year's EveNew Year's Day
If for any reason you need to cancel an order after submitting it, please call our Customer Service Department. Keep in mind, if your order has already been processed (i.e. packed and shipped), it will be too late to cancel or change the shipment. However, you can return the order once it is received. In the event you refuse an order after it has been shipped, you will be responsible for any shipping charges related to that order and the costs associated with returning the product(s) for a refund.
RETURNS AND EXCHANGES
If your Franz Collection selection does not entirely meet with your satisfaction, FRANZ will gladly exchange or refund your purchase, exclusive of shipping charges and any discounts applied, within 30 days from the date of delivery. The item(s) you wish to return or exchange must be unused, undamaged, in sellable condition, and in the original packaging.
In the process of making an order with the FRANZ websites you are responsible for ensuring that all your order information correctly reflects your selection(s) before submitting your completed order for processing. It is your responsibility to ensure that all details including, but not limited to, product information, quantity, shipping addresses, and payment method, are correct before submitting an order. FRANZ is not liable for costs incurred due to customer errors in the ordering process. In the event you ordered a product or quantity of a product in error, you may be eligible to return the product(s), but you may still be responsible for shipping and handling fees, restocking fees, and costs associated with returning the item(s) to FRANZ.
If you wish to return or exchange a product, FRANZ will refund the price you paid for the product. FRANZ reserves the right to reduce the refund if we determine that the returned product is no longer able to be sold due to your handling of the product. All products should be returned unused in their original packaging.
FRANZ is not responsible for shipping charges incurred when sending the product back for return or exchange. The cost of returning a product is the responsibility of the customer. Furthermore, FRANZ reserves the right to charge a 15% restocking fee on returns for orders over $1,000. There are no exceptions to this policy.
Important: All products or gifts purchased from the FRANZ websites cannot be returned to any FRANZ retailers. All products or gifts purchased from FRANZ retailers cannot be returned to the FRANZ websites.
A) Refund and Exchange Guidelines
To return or exchange an item, please follow the instructions on the enclosed packing slip with your order and contact us via email at email@example.com or phone at 415.296.8183.
A customer service representative will process your return or exchange request and send you a Return Materials Authorization (RMA) number via email.
Once you receive the RMA please:
Securely package your items in a sturdy, shippable carton. Enclose the RMA form and a copy of the original packing list in the carton. Please send your package via a prepaid, insured, traceable method to ensure a safe and documented delivery. Merchandise returned without the assigned RMA cannot be credited. Once received and inspected, a credit will be issued for all returned merchandise meeting the 30 days guarantee provisions. The credit will be issued to the credit card upon which the order was originally placed. Please allow up to two (2) billing cycles for the credit to appear on your credit statement. Exchanges will be processed immediately subject to availability. You will be notified if the item(s) requested is not available at the time of exchange. Please note that this policy applies only to items purchased from the FRANZ websites. Returns or exchanges must be in the original packaging. Pack and seal your return item securely (in the original package). Packages must be returned prepaid. FRANZ does not accept C.O.D. (collect on delivery) deliveries.
IMPORTANT: For your protection, FRANZ recommends that when shipping products back to us you use a recorded delivery service, that is a service that provides a tracking number (i.e. UPS, DHL, or FedEx) and insurance that covers the value of the item. Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to FRANZ. Additionally, FRANZ cannot provide credit for packages lost during return shipment if proof of delivery is unavailable. Accordingly, in the event a customer claims an order was returned, the tracking information, along with any delivery confirmation, in the delivery service's tracking system will serve as the proof of return delivery.
B) Breakage in Shipment
Upon receipt, please inspect your purchase and notify FRANZ regarding any damage within 10 days from the day of the receipt of the shipment. In the event that you receive an item that you feel is faulty, damaged, or broken, FRANZ requires clear photographic evidence of the alleged fault or damage before we can process a return. Please contact Customer Service at firstname.lastname@example.org and send us picture(s) that clearly show the damaged item(s). Please also include your name, contact information, order number, and the item number(s)/item name(s) of the broken product(s). If we agree that the item(s) is faulty or damaged, we will arrange for a replacement. FRANZ will pay return shipping costs for a product that arrives broken or damaged, is defective in any way, or is not the product that was ordered. FRANZ will replace the product with a new item upon return of a damaged product. We will contact you with replacement instructions the next business day. Should you require a refund, please contact us at email@example.com.
FRANZ will not repair, replace, or substitute any goods that have been, in the company's opinion, subject to an accident, normal wear and tear, abuse, modification, attempted repair, negligence, or misuse.
D) Refund Restrictions
Please note that FRANZ does not accept the following items for return or exchange: items made to your specification (such as in the case of commissioned and bespoke pieces), pierced jewelry (such as earrings), and special orders (such as products under "Asia Exclusive" category).
In the event that you wish to return a “bonus” product (that is a free gift, a gift with purchase, bonuses, etc.), refunds or exchanges will only be issued for the value (if any) charged for the item on the original order. For example, if you received a free piece of jewelry with a purchase over $500, you would not receive any credit or refund for returning the piece of jewelry alone. Furthermore, if a customer wishes to return a product and the purchase included any “bonus” offer; the “bonus” product must also be returned to receive a full credit or refund for the purchased product. In the event that the “bonus” product is not returned with the purchased product, FRANZ reserves the right to issue a refund that deducts the full retail price of the “bonus” product.
FRANZ will gladly print and attach a Gift Message with your personalized sentiment to any order. You can include the Gift message on our order form under the area "Gift Card Message". The length of your message is limited to 250 characters.
If you are interested in purchasing large quantities of our product for Corporate Gifts, please contact FRANZ at firstname.lastname@example.org.
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