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FAQ

Kan ik per bankgiro betalen?
Ja! Als je met een Nederlandse bankrekening wil betalen, stuur een bericht naar frankandgertrude@gmail.com, en dan mailen we een factuur.
Our payment policy:
Your order will be sent only after payment is complete. Orders within the Netherlands should be paid within one week, international orders within 10 days. Not complying will result in the cancellation of your order.



Important: Please save and/or print the order confirmation that appears on the website after completing your order, as this is the only confirmation you will receive. Although we will have received and eventually process your order, we will not send a second confirmation.

Payment information:
Paypal: meghoffman30@gmail.com

Netherlands bank account:

Frank & Gertrude

M.K. Hoffman

1426.63.344

Groningen, the Netherlands

International:

IBAN: NL 94 RABO 0142 6633 44
Do you make custom orders?
We love to make custom goods! Feel free to email us with your idea at frankandgertrude (at) gmail.com. We do, however, request payment when the item is ordered, and while we are happy to make variations of our own patterns, we will absolutely not reproduce someone else’s design. Please note that a custom-designed item may be priced higher than the same style item in our store.
Do you do wholesale?
We offer some of our products to exclusive retailers at wholesale prices. If you are interested, please send an email to frankandgertrude [at] gmail [dot] com.
Do you charge sales tax?
All prices are including EU sales tax (BTW/VAT). If you are a non-European resident please contact us before purchasing or within 5 days after your purchase for an updated invoice/ reimbursement. The buyer is responsible for all import taxes and/or customs fees within his or her own country.
Do you ship internationally?
We sure do! We’ll ship to any country supported by Paypal, to the address provided by Paypal. If you would like your order to be shipped to a different address, please email us before making your purchase. Also, the order of the shipping address filled in on the Paypal website may differ from the setup common to your country and could affect the shipping time. If this is the case, please email us with your address in the correct order. The shipping price is for shipping only. The buyer (that’s you) is responsible for any taxes and customs fees that may be charged in her/his own country. If you do not see your country listed here or in the checkout, unfortunately we cannot ship to you.
What is your shipping policy?
We ship to every country supported by Paypal! Every item is shipped Priority via TNT Post. The shipping prices are based on the total price of your purchase, as follows:

/Total price/
/Netherlands/
/Europe/
/Everywhere else/

€0-€40
€2.00
€3.00
€6.00

€41-€100
€7.00
€7.00
€10.00

over €100
€7.00
€12.00
€20.00

Europe includes all EU countries (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom) and some European territories (Iceland, Liechtenstein, Norway, San Marino, Switzerland, Turkey)

Everywhere else includes all other countries supported by Paypal (Argentina, Australia, Brazil, Canada, Chile, China, Costa Rica, Dominican Republic, Ecuador, Gibraltar, Guadeloupe, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Malaysia, Martinique, Mexico, New Zealand, Philippines, Singapore, Taiwan, Thailand, United States, Uruguay, Venezuela)

Shipping times are only an estimate based on information provided by TNT Post. After placing an order, buyers will receive an order number, and those in qualified countries will be able to track their order via Track & Trace. The estimated shipping time is calculated in weekdays, as follows:

/Location/
/Time/

Netherlands
1-3 days

EU countries
3-5 days

Other EU territories
5-14 days

Everywhere else
5-14 days

It is the buyer’s responsibility to add any applicable taxes and/or customs fees. We cannot be held responsible for addresses that were filled in incorrectly by the buyer. Every item is carefully examined and tested before shipping, and we are not responsible for items lost or damaged in transit. If your order has not arrived within a week of the estimated delivery time, please contact us at frankandgertrude(at)gmail.com
Where can I track my package?
Go to http://www.tntpostpakketservice.nl/en/ and fill in the tracking number provided to you in the email order form. If you did not receive a tracking number, we were unable to provide tracking for your country.
What is your return policy?
We generally do not give refunds. We make sure that our photos accurately represent our product, and measurements are included in every listing. We are not responsible for any color distortion from your computer monitor. Please read the item description carefully and ask us any questions before making a purchase.

We will gladly repair/replace any item that is faulty (subject to our discretion) or is not what you originally ordered. In this case the buyer must make contact within five days of receiving the product. Please contact us with your name, address, and order number and we will tell you how to procede. You must notify us and wait for our approval and instructions before shipping an item back to us. Please note that we will absolutely not accept any unauthorized returns. We must receive the item(s) back in their original, unused condition with all tags and packaging. Custom orders cannot be returned.

Can I cancel my order?
Once placed, an order cannot be canceled, so please ask us any questions you may have about a product before placing your order. If for any reason we do not have the item you ordered in stock, your order will be canceled and your payment will be returned to you in full. We reserve the right to cancel any order.
Other important information:
We reserve the right to withdraw any goods from the website at any time. We are not liable to you or anyone else for withdrawing any goods from the website. All prices are subject to change without notice. We are not responsible for any bank fees you may incur above the price of your order.

All items, item descriptions, photographs, and website design, unless otherwise noted, are the intellectual and/or material property of Frank & Gertrude, and are protected by copyright law. Unless explicitly and unambiguously allowed by Frank & Gertrude or the law, nothing contained in this website and/or product(s) may be reproduced or copied in any way.

KvK nummer: 01126269
BTW nummer: NL 262924961.B01

What forms of payment do you accept?

We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.

How secure is this store?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it.