FAQ

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Our Customer Car can advise you in English, German, Russian and Ukrainian.

You can return your Franelinni creations purchased online for a refund or exchange within 14 calendar days of the shipping date. You also have the option of returning your creation or exchanging it for an item of equal or greater value. Here, too, the period of 14 calendar days applies. Find the full return policy and conditions of sale here.

Before the shipping process has been initiated, orders may be partially modified or canceled by contacting one of our Franelinni Customer Care. Once the shipping process has been initiated and a tracking number has been issued, orders may no longer be modified or canceled. However, you can return or exchange your order online (except for personalized orders). You can access the complete return policy here.

To return or exchange your online order, please follow the steps below. First, make sure your return or exchange meets the following conditions: - If your Franelinni creation has a damage which you didn't report right after receiving, it CANNOT be returned. - Creations with signs of use, damage or alterations (attempt to fix or replace something by yourself or somebody else, resizing...) cannot be returned or exchanged. - All returns must be accompanied by the original proof of purchase and must be packaged in the original packaging (proof of purchase is not included with shipment) Include proof of purchase with the item. - Personalized creations cannot be returned Place the Franelinni piece you wish to return or exchange in the original packaging. Place the item in a shipping carton along with the completed returns form. Please ensure the box is properly sealed before attaching the shipping label.

You can return your Franelinni creations purchased online for a refund or exchange within 14 calendar days of the shipping date. You also have the option of returning your creation or exchanging it for an item of equal or greater value. Here, too, the period of 14 calendar days applies. Find the full return policy and conditions of sale here .

Personalized creations cannot be exchanged or returned.

Please note that you will only receive a refund for the returned creations (except for personalized orders). Order shipping charges will not be refunded. Find the full return policy and conditions of sale here

Your new creation will be shipped to the delivery address of your original order no later than seven working days after your return has been received and processed. Shipping is free. You will then receive a separate email with the new order information and tracking number of your exchanged creation.

All returned creations are first subjected to a quality control. You will be notified of the results. It may take up to 14 business days for the refund to be credited back to your original method of payment.

We usually deliver immediately available items within 2-3 work days.

If you would like to check whether your order has been placed correctly, you can see this in the order confirmation sent by us per email. Your orders are also listed in your customer account and can be found under "Orders". Have you any further questions concerning your order, feel free to reach out to Franelinni Customer Service or via live Chat.

In Germany our items are shipped in collaboration with our shipping partners DHL.

The following shipping options are available: standard 2 to 4 working days within Germany, for other countries it may vary. More shipping information see here personal delivery from creator to the chosen address in Munich pickup at mutually agreed place

Shipping is free for orders above €80. Otherwise in Germany €3.99 without tracking number (not recommended) €5.99 with tracking number Other shipping rates please check here.

No, unless you meet following conditions: order is places before 12.00 am and shipping address is within Munich and max 10 km radius. To order same day delivery choose corresponding option while placing your order. Since this option is not yet technically implemented new invoice will be generated with flat rate of €15. Have you any questions please contact our Franelinni Customer Care. Otherwise only standard shipping is possible.

All Franelinni creations purchased online are artfully hand-wrapped and shipped in an elegant gift box with tissue paper.

You can track your order information and order status by logging into "My Account" on Franelinni.com. Once your order has been processed, you will receive a confirmation email with tracking information. You can check the shipping status of your order by clicking on the tracking number in the email.

Franelinni.com accepts the following payment methods: Klarna®, PayPal®, American Express®, MasterCard®, Visa®, Maestro®, JCB®, Diners®, CartesBancaires®, Discover®, Visa Electron®, ChinaUnionPay®, ApplePay® and GiroPay®.

You will receive an invoice by email immediately after all your ordered items have been shipped.

SEPA stands for Single Euro Payments Area. This is the name given to the new unitary regulation for national and European payment transactions. IBAN (International Bank Account Number) is a number that replaces all national account details (such as account number and bank sort number in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to the bank routing code) which clearly identifies payment providers around the globe.

If you have chosen PayPal, credit card or Sofort(Klarna) as the payment method, the order will only be completed after successfully going through the payment process. A payment confirmation will show up immediately in your browser when the whole process is complete.

Apple Pay is available as a payment method for iOS devices on our mobile store. You can select this payment method in the checkout area. It is accessible through Safari and you can pay using a linked payment card. To pay using Apple Pay, follow these steps: Add the products you wish to purchase to your basket and proceed to checkout. Apple Pay will be available as a payment method if your device is running on iOS. In case you have a voucher code, you can still enter this in the designated field. After choosing the payment method, select "Next" and then "Order and pay now". You will be redirected to Apple Pay, where you can select the card you want to pay with. Please check if your order details are correct, and then complete your order with Touch ID/Face ID or by entering your passcode. Once you have confirmed the payment, you will be shown the confirmation page and you will receive an order confirmation email. Need you any help with your order or payment, contact our Franelinni Customer Care here.

According to § 19 UStG no VAT is charged.

Currently we don't offer payment in instalments.

To make purchases on franelinni.com, registration is not necessary. However, we suggest you create an account to access exclusive areas and services dedicated to our clients. Item Search: To browse our catalog, select a category from the navigation menu or discover our selections on the Home Page. To find something more specific, use our filters or the search option on our website. Product Information: On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to open full screen gallery. How to order: On the Product Page, select your desired size and color if applicable (if not, skip to Step 2). Add the product to your Cart When you have completed your shopping and added all your desired jewerly pieces to the shopping basket, click "Cart" -> "View Cart". Add promo code if you have one. Add comments to your order if you have any. Then you have 2 options: Click "Paypal Checkout" - it will take you directly to your Paypal account. Make sure you have there correct shipping adress. Click "Checkout" - it will take you to payment methods page. Select and fill in your payment method Check that the information you entered is correct and click "Place order". Shortly after, you will receive a confirmation e-mail. As soon as the order is shipped, we will notify you via a shipping confirmation e-mail.

If you are unable or do not wish to complete your order online, you may contact our Franelinni Customer Care.

If its possible for this particular order, click on "Pre-order". In this case our craftswoman will produce this piece for you and we ship it as soon as it's ready. Please note, every single piece is handmade, and it will take up to 7 business days to complete your order before shipping. In case product cannot be pre-ordered, please click here to contact one of our Franelinni Customer Care. Alternatively you can click here to choose your custom product you'd like to order. Add to the comments details you may have, e.g: occasion, for which outfit, age of the woman, size, color, motif. And as soon our team receives your inquiry we will contact you. In this case you agree to our Terms and Conditions to fulfil your custom order.

All Franelinni.com orders have the option to include a gift message on a signature Franelinni card, which will be enclosed in an envelope with a wax seal and sent along with the purchased pieces. This option will be available to you during checkout.

The pre-order function allows you to secure a new, limited edition or customized piece before it is released. These items are not immediately in stock, and shipping times may vary. Pre-orders are subject to our Terms and Conditions. In case of pre-order our craftswoman will produce this piece for you and we ship it as soon as it's ready. Please note, every single piece is handmade, and it will take 7 to 14 business days to complete your order before shipping depending on the product type.

Pre-order items can be easily recognized by the "made to order" label on the product grid and the product page.

By pre-ordering an item, you are guaranteed the size or specific piece you would like, without taking the risk that it will sell out as soon as it is available. Due to high demand, some items may sell out even before they are physically in stock.

Payment must be made at the time of purchase like for the in-stock product, and the total amount of the order will be charged immediately upon completion of the pre-order.

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The terms of cancelling a pre-order are the same as for standard orders. You can cancel a pre-order before the shipping process has started by contacting our Franelinni Customer Care. Once the shipping process has started and a tracking number has been issued, orders can no longer be changed or cancelled. Nevertheless, products that have been pre-ordered may subsequently be returned for a refund or exchange according to the applicable return conditions. Pre-ordered personalised items cannot be returned and are not eligible for refund or exchange.

Usually all our creations are handcrafted with constrained materials, therefore it cannot be 2 identical creations. But you can order similar items, which will have different colors or shapes of materials. When it comes to pearl rings it is not possible to buy two identical products. At Franelinni we believe that there are no 2 identical women with their personalities. Therefore we don't produce 2 identical rings. To see, if there were already similar designs please check this section. With earrings you can buy up to three identical creations, with bracelets - up to two.

Before the shipping process has been initiated, orders may be partially modified or canceled by contacting one of our Franelinni Customer Care. Once the shipping process has been initiated and a tracking number has been issued, orders may no longer be modified or canceled. However, you can return or exchange your order online (except for personalized orders). You can access the complete return policy here.