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Customer Information

Table of Contents

Shipping Policy

FredFloris

At FredFloris, we are excited to announce that we offer worldwide shipping directly from our atelier in Sweden. Wherever you are, you can enjoy our handcrafted leathergoods. 

At FredFloris, we take pride in using reliable couriers such as UPS, TNT, DHL, FedEx and National postal service to ensure your orders are delivered in a timely and secure manner. We carefully select the most suitable courier depending on the destination country, taking into consideration environmental impact as much as possible.

Please note that for some remote locations, express shipping may not be available, and we may need to use alternative couriers. Rest assured, we will contact you prior to shipping if such a situation arises.

Our estimated delivery times for Express are as follows:

  • Europe: 2-5 working days
  • USA, Canada, and Latin America: usually 4 working days
  • Asia: 4-6 working days
  • Middle East, India, Africa, and Oceania: usually 3-4 working days

Our estimated delivery times for ‘Fast delivery’ are as follows:

  • Europe: 4-8 working days
  • USA, Canada, and Latin America: 4-8 working days
  • Asia: 4-8 working days
  • Middle East, India, Africa, and Oceania: 4-8 working days

Please note that the crafting time of 3 weeks for “Made to Order” products is not included in the delivery time. The delivery time starts from when the package has been handed over to the courier.

You will receive a tracking number in your order dispatch email, which can be used to track your package on the courier’s website. You will also receive SMS and/or email notifications from the courier.

We take utmost care to ensure that the products you order are not defective upon delivery. However, if you receive a product that is damaged in transit, whether the damage is visible or hidden, please report it to the carrier as soon as possible. If you receive a defective or incorrectly delivered item, please contact us within 5 days of receiving the product, and we will be happy to assist you.

At FredFloris, we take pride in offering made-to-order leather products that are crafted with care and personalized to meet our customers’ unique preferences. We only keep materials in stock for leather products that are currently available for order, allowing our customers to choose from a wide variety of engravings, colors, sewing threads, and more. This approach helps us minimize waste by only crafting products that are sold, and for other items like jewelry, we make them in small batches and can usually ship them within a few working days.

Each order containing “Made to Order” products is typically shipped within 3 working weeks, depending on our waiting list. This allows us the time to process your order and meticulously craft your handmade item to ensure it meets our high-quality standards. If you have ordered both “Made to Order” and in-stock products, you have the option at the checkout page to have them shipped in separate packages for a small fee. This means that in-stock items will be sent right away, while “Made to Order” products will be shipped as soon as they are ready, ensuring a smooth and efficient delivery process.

We offer competitive shipping rates for our customers at FredFloris. For express delivery to the European Union, Norway, and Switzerland, the cost is up to 30 Euro, while for the rest of the world, it is up to 40 Euro.

For fast delivery to the European Union, Norway, and Switzerland, the cost is up to 15 Euro, while for the rest of the world, it is up to 20 Euro.

We strive to provide reliable and efficient shipping services to ensure your order reaches you in a timely manner.

And that’s not all! We offer free shipping on all orders over 240 Euro, making it even more convenient for you to shop and enjoy our high-quality products.

Refund and Returns Policy

FredFloris

Items not collected and returned to FredFloris will be subject to a fee of 25 EUR/USD/250 SEK which will be deducted from the credit that was used to make the payment.

At FredFloris, we want to ensure your satisfaction with our products. That’s why we offer a 14-day return policy from the date of receiving your products.

As a valued customer, you have the right to test and return a product if it does not meet your expectations. However, please note that the product must be in the same condition as when you received it, and unused. We are unable to accept returns for used products. Please also be aware that the buyer is responsible for the shipping costs associated with returns.

Please request a return using our convenient chat function, accessible by signing in to our website and navigating to ‘My Orders’. Select the order in question and use the built-in chat function to initiate the return process. We will provide you with a return label for your convenience. Alternatively, you can also send an email to [email protected], and our team will be happy to guide you through the return process.

Please note that personalized products are not eligible for returns or refunds. Additionally, any stated delivery times are estimates, and we are unable to provide refunds based on delays. We strive to provide accurate delivery estimates, but unforeseen circumstances may affect shipping times.

If you have any issues with your order, including defects or damages, please notify us within 14 days of receiving the products using our chat function. To do this, simply sign in to our website, go to ‘My Orders’, and select the relevant order. From there, you can use the built-in chat function to communicate with us about your concerns.

In case of a defect or damage, please return the item in the condition in which it was received, along with a claim for the issue. We will then promptly send you a defect-free or correct item free of charge.

Please keep in mind that all our leather products are handmade by us, and as such, they may have small variations and imperfections. The materials we use are uncorrected leather, which may contain marks and uneven color. These characteristics are not considered reasons for a complaint, as they are inherent to the natural and handmade nature of our products.

We strive to provide high-quality products and excellent customer service, and we will do our best to resolve any issues you may have in a fair and satisfactory manner. Your satisfaction is important to us, and we appreciate your feedback to continuously improve our products and services.

Once we receive and inspect your returned item, we will send you an email notification to confirm receipt. We will also notify you of the approval or rejection of your refund. If your refund is approved, it will be processed and issued to the same account that was used for the original payment. For example, if you paid by card, the refund will be credited to the same card used for the purchase, typically within a certain number of days.

Please note that there are certain situations where only partial refunds may be granted, including if the item is not returned in its original condition, is damaged, or is missing parts for reasons not due to our error. Additionally, refunds may not be granted for items that are returned more than 14 days after the date of delivery.

We strive to handle all refunds in a fair and timely manner, in accordance with our return policy. If you have any questions or concerns regarding a refund, please don’t hesitate to contact us. We value your satisfaction and will work diligently to address any issues to the best of our ability.

 

Payments

FredFloris

Orders are processed and charged in the currency displayed on our website. For shipping destinations within the European Union (EU), the product prices listed on our website include Value Added Tax (VAT). However, for orders placed outside of the EU, the prices listed are without tax.

Please note that for shipping destinations outside of the EU, local customs and import duties may apply, and these costs will be invoiced to you separately. It is your responsibility to be aware of and comply with any applicable customs regulations and duties in your country.

To assist customers in certain countries, such as the United Kingdom, Canada, Norway, South Korea, and Switzerland, we provide a certificate of origin that may help remove or lower import duties due to trade agreements. This means that customers from these countries should not pay more for our products compared to customers from EU countries.

We strive to provide accurate pricing information and comply with applicable laws and regulations regarding taxes, customs, and import duties. However, please note that these charges may vary depending on the specific rules and regulations of your country, and it is advisable to check with your local customs office for the most up-to-date information.

At FredFloris, we strive to provide our customers with a seamless and secure online shopping experience. To ensure the safety and convenience of our customers, we currently offer PayPal as the sole payment method for customers worldwide.

PayPal is a globally recognized and trusted online payment system that allows you to make payments using your PayPal account balance or a linked credit card or debit card. When checking out on our website, you will be redirected to PayPal’s secure platform to finalize your order. With PayPal, you can enjoy the peace of mind knowing that your financial information is protected and your payment is processed securely.

Please note that you do not need to have a PayPal account to make a payment with a credit or debit card. Simply choose the PayPal option at checkout and select the “Pay with Debit or Credit Card” option to proceed with your payment without creating a PayPal account. This provides added flexibility for our customers who may not have a PayPal account but still wish to make a purchase from FredFloris.

We understand the importance of protecting your financial information and are dedicated to maintaining the highest standards of security and privacy for our valued customers.

By using Paypal as payment option you are agreeing to PayPal Privacy Statement

At FredFloris.eu, we acknowledge that errors in price and product information may occur. In such cases, we reserve the right to correct any errors after they have been identified. We also reserve the right to make adjustments to prices, finalize sales, address stock differences, resolve technical problems, update technical specifications, and rectify any typographical errors on our website or in our advertisements.

Furthermore, we reserve the right to cancel any incorrect orders that may arise due to errors in pricing or product information. We strive to provide accurate and up-to-date information on our website, but we acknowledge that mistakes can happen. We appreciate your understanding and cooperation in such situations, as we are committed to providing a smooth and reliable shopping experience for our valued customers at FredFloris.eu.

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