Returns & Exchanges

Sometimes a product is just not right. I do everything I can to ensure you are happy with your purchase. Since I’m a one-woman business, there are some limitations to what I can offer. I’ve made this return policy as easy to understand as possible.

Missing mail

If you selected Standard mail as your shipping option, no tracking or insurance is included and you qualify for a partial refund (50%) if your mail goes missing. If you selected Track & Trace as you shipping option, tracking and insurance up to 50 Euro is included. You qualify for a full refund or free replacement if your mail goes missing. Refunds are processed after the following time period has passed:

  • 30 days (Netherlands)
  • 60 days (Europe)
  • 90 days (International).

Domestic mail is deemed “missing” after 30 days. International mail can take up to three times as long, due to local (weather) conditions and any customs procedures. In case your order goes missing, I ask that you wait at least 30 days if you live in The Netherlands, 60 days if you live in Europe or 90 days if you live outside Europe (US, Canada, Australia etc).

I’m unable to file a complaint with the postal service until this time period has passed.

Damaged mail

If your purchased products arrived broken or damaged, you can request a partial refund. It will be adjusted to cover my losses. Please follow the process for Returns (as described below).

Returns

(Black Friday) Sale items cannot be returned.

If you are not happy with your purchase, you can request a (partial) refund. The maximum refund is your order total minus actual shipping cost and any applicable Paypal fees. Actual shipping cost equals the postage as shown on your mailpiece.

Requirements:

  • You must return your product within 30 days of the product being shipped.
  • Any returned product(s) must be returned in all of their original packaging, and in like-new condition.
  • If a product is returned damaged or deemed unfit for return, your refund will be adjusted to cover my losses.
  • The costs for return postage are for you. I am not responsible for the risk of loss or damage during shipment.

Follow these steps to return your product:

  1. Please request your return by emailing shop@frenone.net and include your order number and the item(s) you wish to return.
  2. If the item is damaged, please include clear pictures.
  3. State whether you’d like to exchange your product or receive a (partial) refund.
  4. Please allow 5 business days for me to respond. After reviewing your return request, I will email you a return label. Print out the return label and securely attach it to a suitable shipping carton.
  5. Return the product, preferably in the original packaging, and use the shipping label provided.
  6. Your refund will be processed as soon as I’ve received your return.

Important: I will review the products you’ve returned. If the returned products have met all of the return policy requirements, I will process the refund and send you a confirmation email. I am only able to credit the original payment method used to make the purchase. Please allow up to 5 business days for this process.

If you have any questions or concerns about making a return, feel free to contact me at shop@frenone.net.

Not eligible for returns / exchanges

  • Free, promotional or products on sale
  • Original art pieces
  • Digital downloads
  • Gift cards