FAQs page
Frequently Asked Questions about FRA Store
1. How do I place an order?
To place an order, select the products you want, choose the quantities, and add them to your cart. Then, at checkout, you'll be taken to the payment page where you can enter your information, choose your shipping method, and pay using the available options.
2. How long will it take for my order to arrive?
Delivery time depends on your location and the shipping method selected. Domestic deliveries typically take 5-6 business days, while international deliveries take 10-12 business days. You can check the exact delivery time in the shipping section or at checkout. Order preparation usually takes 24-48 hours, except in exceptional cases.
3. How can I make a return or request a refund?
To return a product, please contact our customer service department within 12 days of receiving your order. Follow the instructions we provide for shipping the product, and you will receive your refund within the processing time specified by your chosen payment provider. This refund will be issued once we receive and verify the item and approve the return, at which point we will process it.
Approval of the refund is also subject to the product being in suitable condition for return, emphasizing that damage due to misuse will not be accepted .
4. What is the returns policy?
We only accept returns of products in perfect condition and within 12 days of receipt. Return shipping costs are the responsibility of the customer, except in the case of defective products or errors on our part.
The customer must package the product securely to prevent damage during transport.
5. What payment methods do you accept?
Thanks to Shopify, for the secure transactional payment gateway, we work with networks and entities such as American Express, Apple Pay, Bancontact, Google Pay, I-Deal, Maestro, MasterCard, Visa, PayPal, Shop… During the purchase process you can choose the option you prefer.
6. Can I pay in installments?
No, as a small artisan business, we don't have the financial capacity for that, but several of the payment options we offer, mentioned above, do. For some, like PayPal, you'll need to have installment payments enabled in your account before proceeding.
The customer should check with their financial institution beforehand if they offer this option and clarify that the store does not directly manage this financing.
7. What do I do if my order doesn't arrive or arrives damaged?
If your order hasn't arrived within the estimated delivery time, please contact our customer service team by phone, WhatsApp, email, or through the contact form on our website. If you received a damaged product, please inform us immediately so we can process a refund or replacement, if possible. If the product appears to have been damaged during shipping, please provide us with detailed information and accompany it with photos so we can file a claim with the shipping company or agency.
For orders damaged due to obvious improper transport, it is vital It is important to take clear and demonstrative photographs, preserving the original packaging and facilitating claims to the transport company if necessary.
8. Can I exchange one product for another?
It's a really delicate or complicated matter, given that we make unique, one-off products, not mass-produced ones, so it's probably impossible to have an identical product. It would be more feasible if it were a completely different product, which would normally involve a return and a new order.
We recommend prompt communication to evaluate specific possibilities and customized options we can offer.
9. Do I need the receipt to make a return?
Yes, it is absolutely necessary to send us a copy of the receipt or invoice to facilitate the return or refund process.
10. What do I do if my product has a defect?
Please contact our customer service department as soon as you receive the product, and we will advise you on how to proceed, whether for repair, exchange, or refund.
11. Who pays the shipping costs in case of return?
In all cases, the return shipping costs are the responsibility of the customer, whether due to a defect, shipping damage, or simply a legally permitted return.
12. How is the return process carried out?
We explain everything related to returns in detail on our returns page.
https://kuswhe-uw.myshopify.com/policies/refund-policy
13. Are there any special conditions for sale or customized products?
It is likely that for large offers and/or discounts, returns will not be possible under any circumstances, especially for manufactured goods that can be offered below their production cost.
14. Can I change or cancel my order?
For a case like this, it would be possible if you contacted us immediately, and at the latest, before the order leaves for its destination, which already requires a minimum of 24/48 hours just for preparation.
If the order is already in transit, it cannot be cancelled, and in that case, a subsequent return must be processed.
15. How do I contact customer service?
For this purpose, you have all possible technological means at your disposal, from our contact page ( https://kuswhe-uw.myshopify.com/pages/contact ), by email to info@fra-works, by WhatsApp ( https://wa.me/message/LCBP2PEMQEWMK1?src=qr ) or by notifying us in advance, in person at our workshop located at C. Hermanos Sanz, 4, Bajo D,
CP 28701 San Sebastián de los Reyes, Madrid, Spain ( https://maps.app.goo.gl/L9EWtQ9vsBAmyZRV7 )
16. What are your estimated response times for customer service ?
Except in exceptional cases due to holiday periods or work overload, we try to attend to all requests within 24/48 hours maximum.