Delivery

1. Delivery of products purchased

Delivery area

Purchase on the Webshop is possible with delivery to the territory of the Republic of Croatia and the following Member States of the European Union: Austria, Slovenia, Germany, Italy, the Netherlands, Poland, the Czech Republic, Slovakia, Ireland and France (hereinafter: EU delivery countries). Delivery outside the listed territories is not possible.

The Seller shall deliver the purchased products on business days via a contracted delivery service provider (DPD), as follows:

• delivery to the address specified by the Buyer at the time of placing the order; or
• delivery to a DPD Pickup location, where such option is available in the country of delivery.

Delivery timeframes

The delivery period within the territory of the Republic of Croatia shall be from 1 to 5 business days from the order confirmation date.

For EU delivery countries, the delivery timeframe depends on the destination country and recipient’s postal code and the estimated delivery time may be checked via the DPD delivery time calculator.

For orders confirmed on business days from Monday to Friday by 2:00 p.m., the Seller shall issue an electronic instruction to the delivery service provider (DPD) on the same day. For orders confirmed on Fridays after 2:00 p.m. and during weekends, the electronic instruction shall be issued on the first following business day.

After the Seller issues the instruction to DPD, delivery shall be carried out in accordance with the general terms and conditions of the postal service provider.

Delivery location

As a delivery location, it is also possible to select Franck Experience Store and Franck Shop for the pickup of products ordered from the Webshop, exclusively for orders with delivery within the territory of the Republic of Croatia.

For the avoidance of doubt, in case of Franck Subscription, it is not possible to select Franck Experience Store or Franck Shop as a delivery location.

Multiple shipments

The Seller reserves the right to divide an order into several shipments if the ordered items are stored in different warehouses or if certain items are temporarily out of stock. In the event of multiple deliveries under a single order, the Buyer shall not bear any additional delivery costs (delivery is charged once per order, regardless of the number of separately delivered items).

Delivery shall be performed to the entrance of the residential or business premises, in accordance with the general terms and conditions of the delivery service provider.

Extraordinary circumstances

In case of force majeure and/or other extraordinary circumstances, as determined by the Seller, regardless of whether a state of emergency has been declared by competent authorities, the Buyer acknowledges that the provision of services may be delayed, partially limited or completely suspended at any stage of the ordering or delivery process.

In such circumstances, the Buyer accepts that the Seller may deviate from these General Terms and Conditions and provide the service to the extent that is logistically, assortatively and operationally feasible at the relevant time, including, but not limited to, the right to fully or partially disable access to the Webshop, product ordering and delivery of already ordered goods.

Impossibility of delivery

If delivery of the product cannot be completed in accordance with the general terms and conditions of the postal service provider and the product is returned to the Seller, the Buyer shall be deemed to have cancelled the order. In such case, the Buyer shall reimburse the Seller for all direct costs incurred in connection with delivery and return of the product, and the Seller shall be entitled to retain all or part of the purchase price on account of such costs.

The Buyer may request a new delivery of the order, subject to payment of any additional costs incurred by the Seller.

If delivery of the ordered product is not possible due to shipment weight exceeding 31.5 kg or length exceeding 175 cm, or if the delivery date is rescheduled, the Seller shall notify the Buyer by e-mail or telephone and attempt to agree on a new delivery date or delivery method. In such cases, the Seller shall not be liable for any delay or inability to deliver.

Delivery price

The delivery price depends on the delivery zone and the selected delivery method and shall be clearly displayed before order confirmation.

Republic of Croatia:

• DPD Pickup: EUR 2
• Home delivery: EUR 5
• Free delivery for orders of EUR 30 or more

EU delivery countries:

• DPD Pickup: EUR 8
• Home delivery: EUR 11
• Free delivery for orders of EUR 60 or more

The order value for eligibility for free delivery refers to the total value of products including VAT, excluding delivery costs. The applicable VAT rate on delivery costs shall be the VAT rate applicable in the country of delivery.

2. Delivery to the buyer

Delivery shall be deemed completed at the moment the Buyer collects the shipment at the delivery address or at a DPD Pickup location.

By signing the relevant delivery document, the Buyer confirms receipt of the product and confirmation of the conclusion of the sales contract. Upon receipt by the Buyer, the shipment shall be deemed delivered undamaged, and the Seller shall be released from any subsequent liability on such grounds. At the moment of signing, the risk of accidental loss or damage to the product shall pass to the Buyer.

In case the Buyer orders a product and refuses to accept it without justification, the Seller shall be entitled to charge the Buyer the direct costs of product return and retain all or part of the purchase price on account of such costs.

3. Inspection on delivery and liability for material defects 

At the time of its delivery, the Buyer should inspect the product and establish whether there is any visible damage on the shipment and/or the products contained therein and, in case such damage or defect is found, immediately make a complaint regarding this to the delivery person. The Buyer may refuse to accept a product with visible damage, which shall be confirmed by a written report.

If the Buyer is supplied with a product different from the product purchased by him, the Buyer shall be entitled to be supplied with the product actually ordered and, if this is impossible, the Buyer shall be entitled to a refund of the product price paid and the delivery price, if any, and shall return the erroneously delivered product. Such return must be notified by calling the customer service at 01 3710 300 or sending an e-mail to: info@shop.franck.eu. The customer service is available Monday to Friday between 8 a.m. and 4 p.m.

This shall also apply to cases where the product supplied is not consistent with the product ordered/purchased.

The Seller shall be liable for any material defects on a product sold via the Webshop in accordance with the applicable Civil Obligations Act (Official Gazette No 35/05, 41/08, 125/11, 78/15, 29/18, 126/21, 114/22, 156/22, 145/23, 155/23; “COA”). The Seller shall be liable for any material defects on an item existing at the time risk passes to the Buyer, irrespective of whether the Seller was aware of those. 

The Seller shall be liable for material defects of products sold via the Webshop in accordance with the applicable Civil Obligations Act and binding European Union consumer protection regulations.

The Seller shall not be liable for insignificant defects.