Right of withdrawal

If you have made a purchase in our online store, you have the right to withdraw from the contract without giving any reason within 14 days from the date of receiving your order. This right applies to orders delivered both within Poland and to other European Union countries.

To exercise your right of withdrawal, please inform us of your decision before this period expires by sending a message to zwroty@frankovska.com. In your message, you may include your order number and indicate the product you wish to return. You may also use the withdrawal form available on our website. Filling out the form is not mandatory - a clear statement of your decision to withdraw from the contract is sufficient.

You have the right to examine the handbag to the extent necessary to determine its nature, characteristics, and functionality, just as you would when viewing a product in a physical store. If your use of the product exceeds this scope and results in a decrease in its value, we may reduce the refund amount accordingly in accordance with applicable law.

Returning the product

After informing us of your withdrawal, please return the product no later than 14 days from the date of sending your withdrawal notice. The deadline is met if you dispatch the shipment before it expires.

The product should be returned to the following address:

Frankovska Julia Frankowska

Osiedle Letnie 46

62-200 Wełnica, Poland

The direct cost of returning the product is borne by the person making the return. This rule applies to shipments sent from both Poland and other European Union countries. The cost of return from abroad depends on the country of dispatch, the chosen carrier, and their price list.

Before shipping, please properly secure the handbag to reduce the risk of damage during transport. We recommend keeping the shipment confirmation.

Refunds

In the event of an effective withdrawal from the entire contract, we will refund the payments received from you, including the delivery cost corresponding to the cheapest standard delivery method offered for the given order. If you chose a more expensive delivery method, we are not obliged to refund the additional cost resulting from that choice.

The refund will be processed promptly, no later than 14 days from the date of receiving information about your withdrawal. However, we may withhold the refund until we receive the returned product or proof of its dispatch, whichever occurs first.

We will refund the money using the same payment method you used for the purchase, unless you explicitly agree to another method that does not involve additional costs for you.

If you are returning only part of the products from one order, the delivery costs will be refunded to the extent required by applicable law.

How to make a return?

1. Send a message regarding your withdrawal from the contract to zwroty@frankovska.com within 14 days of receiving your order.

2. Pack the product securely. You may attach a withdrawal form, but it is not mandatory.

3. Send the package to the address indicated above within 14 days of informing us about the withdrawal.

4. Keep your shipping confirmation. Once we receive the product or proof of its dispatch, we will process the refund according to the rules described above.

Complaints

If the product you received is non-compliant with the contract, you have the right to file a complaint. This also applies to products ordered for delivery to other European Union countries.

You can send your complaint to zwroty@frankovska.com. To expedite the process, we recommend including your order number, identifying the product in question, and describing the non-compliance. You may also attach photos if they help illustrate the issue.

In case of product non-compliance, you may request its repair or replacement, and in cases provided for by law, also a price reduction or withdrawal from the contract.

We will respond to your complaint no later than 14 days from the date of its receipt. If it is necessary to transfer the product to us, we will inform you about how to make it available or return it.

In the case of a justified complaint, we bear the costs of repairing or replacing the product, including necessary shipping costs, in accordance with applicable law. The costs of a justified complaint should not be confused with the cost of returning a product as part of a standard withdrawal from the contract.

These provisions do not limit the rights granted to consumers under mandatory laws applicable to a given sales contract.