Shipping policy

1. Shipping Destinations

We currently ship to all destinations worldwide with the exception of countries subject to international sanctions or shipping restrictions.

Please note: While we ship to most countries, some remote areas may have limited or no delivery coverage. If we are unable to deliver to your address, we will notify you within 2 business days and issue a full refund.

2. Free Shipping – No Minimum Purchase

We offer free shipping on all orders, to all destinations, with no minimum purchase required.

• No order value threshold

• No product restrictions (excludes only custom-made or oversized items as noted below)

• No promotional codes needed – free shipping is automatically applied at checkout

What is included in free shipping?

• Standard shipping via our trusted carrier partners (see Section 5 below)

• Tracking number provided for every order

• Delivery to the address you provide at checkout

What is NOT included in free shipping?

• Express or expedited shipping (available as an upgrade – see Section 6)

• Customs duties, import taxes, or brokerage fees (see Section 8)

• Redelivery fees if you are not available to accept delivery (see Section 7)

3. Processing Time

All orders are processed within:

Business days: Monday through Friday, excluding Italian national holidays.

Order cut-off time: Orders placed after 2:00 PM will be processed the next business day.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking number.

4. Estimated Delivery Times

Delivery times are calculated from the date of dispatch (not the date of order), and are estimates only. Actual delivery times may vary due to customs clearance, local carrier delays, or other factors beyond our control.

Note to Italian consumers: Under Italian law, if delivery does not occur within the estimated timeframe, you have the right to request that we deliver within an additional reasonable period. If we fail to do so, you may cancel the order and receive a full refund.

5. Carrier Partners

We work with the following carriers to deliver your orders (carrier selection is at our discretion unless you upgrade to express shipping):

For free shipping, we select the most appropriate carrier based on your destination and package characteristics. All carriers provide tracking.

6. Express and Expedited Shipping (Upgrade Option)

If you need your order faster, you may upgrade to express shipping at checkout. Express shipping costs are calculated based on your destination and package weight and will be displayed before you confirm your order.

Express shipping orders placed before 12:00 PM CET are typically processed the same business day.

7. Delivery Attempts and Acceptance

When your package arrives:

• You or a designated person must be present to accept delivery (signature may be required depending on the carrier)

• If no one is available, the carrier will leave a notice with instructions for:

  • Rearranging delivery, or

  • Picking up the package from a local depot or post office

Storage and redelivery fees:

• Most carriers hold packages for 5–14 days at no charge

• After this period, packages may be returned to us. If you request redelivery or reshipment, you will be responsible for any redelivery fees incurred

Unclaimed packages (free shipping orders): If a package is returned to us because you failed to accept delivery or pick it up, you will be responsible for the actual return shipping costs (which we will deduct from any refund) plus any applicable restocking fees, unless the non-delivery was caused by an error on our part.

8. Customs, Duties, and Taxes (International Orders)

Important – Orders outside the European Union:

Free shipping covers only the transportation cost to your destination. It does not cover:

• Customs duties (import tariffs)

• Value Added Tax (VAT) or other local taxes

• Brokerage fees charged by the carrier for customs clearance

Who pays these charges? The recipient (you) is responsible for all customs duties, taxes, and fees imposed by your country’s customs authority. These charges are not included in the price you paid to us.

How will you know? Before or upon delivery, the carrier or customs authority will contact you to request payment of any duties and taxes. We recommend checking with your local customs office before ordering if you are unsure about potential charges.

Customs delays: Customs clearance can cause delivery delays beyond our estimated timelines. We have no control over these delays and cannot be held responsible for them.

Undeliverable due to unpaid duties: If you refuse to pay customs duties and the package is returned to us, we will refund the product price (minus return shipping costs and any restocking fee). The original free shipping cost is not refundable in this scenario.

9. Lost, Damaged, or Stolen Packages

Lost in transit: If your package has not arrived within the maximum estimated delivery time (see Section 4) plus 5 business days, please contact us at hello@frinque.shop. We will open an investigation with the carrier. If the package is confirmed lost, we will either:

• Reship your order at no cost to you, or Issue a full refund (including any taxes you paid to us)

Damaged upon arrival: If your order arrives damaged, please:

1. Take photos of the damaged package and product

2. Contact us within 7 days of delivery at hello@frinque.shop

3. Keep all original packaging until we provide further instructions

We will arrange for a replacement or refund as appropriate.

Stolen packages: We are not responsible for packages that are stolen after delivery is confirmed by carrier tracking. Please ensure you provide a secure delivery address or have someone available to receive the package. We recommend using an address where someone is present during business hours.

10. Incorrect or Incomplete Shipping Address

You are responsible for providing accurate and complete shipping information at checkout.

• If an order is returned to us due to an incorrect address provided by you, we will contact you to confirm the correct address. You will be responsible for the actual shipping cost to resend the package (free shipping no longer applies for the second attempt).

• If we made an error in entering your address, we will reship at our expense.

To avoid errors: Always double-check your address before clicking “Place Order.” Include apartment numbers, building details, and any special delivery instructions if available.

11. Split Shipments (Multiple Packages)

If your order contains multiple items, we may ship them in separate packages (split shipment) for logistical reasons. This does not affect your free shipping status.

• You will receive separate tracking numbers for each package

• Delivery times may vary between packages

• No additional shipping charges apply

12. Business Days and Holidays

Our processing and shipping schedules observe the following Italian national holidays. Orders placed on or immediately before these holidays may experience slightly longer processing times.

13. Changes to Your Shipping Address After Order

Once an order is placed, we begin processing it immediately to ensure fast dispatch.

• Before processing: If you contact us within 1 hour of placing your order, we may be able to update your shipping address.

• After processing or dispatch: Address changes are generally not possible. If a package must be intercepted or redirected, any fees incurred will be charged to you.

14. Pre-Orders and Backorders

For products marked as “Pre-order” or “Backorder,” shipping terms are modified as follows:

• Processing time: As indicated on the product page (typically longer than in-stock items)

• Free shipping still applies to pre-orders

• You may cancel a pre-order at any time before it ships for a full refund

• If the estimated ship date is delayed by more than 30 days, you have the right to cancel for a full refund

15. Contact Information for Shipping Inquiries

For any questions regarding your shipment, tracking updates, or delivery issues:

Email: hello@frinque.shop

Please include in your inquiry:

• Your order number

• The full name on the order

• A description of the issue (e.g., “package not updated for 10 days”)

We typically respond to shipping inquiries within 1 business day.