How To Shop

1. Ordering

For First Time Users

For your security, first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

For Registered Users

If you are a returning customer and have an account, please sign in using your email address and password and you will be taken directly to the first ‘Checkout’ tab.

How To Make A Purchase

Shopping at FRANKBROS® is easy. Once you have found an item, select your size and color and use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details, remove them in case you’ve changed your mind or add products to your Wishlist. Click on 'Checkout' to complete your order.

Billing and Shipping

Enter your billing information as it appears on your credit card statement. Your credit card will not be accepted without the appropriate billing address and telephone number. If you are a returning customer, your billing address will automatically appear on the Billing and Shipping page. If the shipping address is different than the billing address, enter the address where you would like your order shipped.

Shipping Options

From the options provided, select from the shipping methods that are available for the item(s) that you wish to purchase. For more information on shipping, click here.

Payment Information

At this time, you must verify if your address information is correct, review your order, enter your payment method and click ‘Continue Checkout’. For more information on payment, please read here.

Purchase Summary

After you complete the billing details, you will find in the ‘Order Summary’ a summary of the items you are purchasing and the order total. Click on 'Submit Order' to complete the checkout.

Order Confirmation

Once the checkout is completed, in 'Your Order Confirmation' page you will find all the details regarding your order, including billing and shipping address, shipping and payment method selected, a summary of your order and the total amount. You will receive an order confirmation email which will include an order number that you can use to track your order in ‘My Account’. Once your items have been shipped, you will receive a shipping confirmation email with details of which item(s) have been sent. Please note that if you order more than one item, it is possible that different items arrive on different days depending on stock availability.

Changing or Cancelling an Order

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give our Customer Service written notice within seven working days of receiving your items. Either email support@mail.frankbros.com or write to us:

• The Level s.r.l.
• Order Cancellation
• Piazza Arcole 4
• 20143, Milan
• Italy

On receipt of your notice of contract cancellation, our Customer Service team will email you a Return Authorization Number (RAN). Please enter this number on the Returns Proforma Invoice that you received with your order and complete it with all the requested details. Include the Returns Proforma Invoice with your return so we can process your refund promptly. In case you’ve lost the Return Proforma Invoice, download it using the link found on the Return Authorization email you received from our Customer Service or download it here.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return.

Alternatively, you may prefer to return items using our free returns collection service. Please visit the Returns & Refund section in the Customer Service area for more details.

Valid Payment Methods

We accept payment with:

• VISA
• MASTERCARD
• AMERICAN EXPRESS
• PAYPAL
• KLARNA

If you placed the order as a registered customer, when you return an item, you can choose to have your refund in the form of STORE CREDIT. Store credit is valid for 1 year from the date in which your return is processed by our warehouse.

The next time you place an order logged into your account, you will automatically pay with your store credit.

If the total of your new order is less than the store credit on your account, congratulations! It will be paid entirely by your store credit. If the total is more than you have on your account, you will simply need to pay the remainder either by credit card or PayPal, just like with any other purchase.

Paypal payment method is only available in Austria, Belgium, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Greece, Hungary, Ireland, Italy, Luxembourg, Latvia, Netherlands, Poland, Portugal, Sweden, Slovenia, Slovakia.

At the time of ordering, you must have the amount necessary to pay for your order.

In case of a refund, the amount will be issued directly onto your Paypal account.

Cash on Delivery (C.O.D.) payment method is only available in the EU and in Andorra, Liechtenstein, Monaco, Norway, San Marino, Switzerland and Vatican City but will incur an additional cost. At the time of delivery, you must have the exact amount in cash to pay for your order. Payment by cheque is not accepted and the courier cannot give any change. To request a refund in the case you choose Cash on Delivery, it is necessary to have a bank account as refunds with this payment method can only be issued through Wire Transfer to a Bank Account.

Important notice: due to changes of Italian and French laws, as of today orders paid by C.O.D. and shiped to either of those two countries have an order limit that cannot be exceeded.

Italy: total order limit is €2999,99.

France: total order limit is €750,00.

Notify me service

Want to be the first to know when an item is back in stock? Click on the envelope icon on the product page, enter your email and submit. You’ll be notified when the product is back in stock. Start shopping.

KLARNA

In cooperation with Klarna, we offer you invoice and payment in installments as payment options. Please be aware that Klarna Invoice and Klarna Account are only available for consumers and that payment is to be made to Klarna.

Klarna payment method is only available in Austria, Belgium, Finland, Germany, Spain, Netherlands, United Kingdom, Italy, United States.

Payment period is 14 days calculated from invoice date. The invoice is issued on the day on which the goods are shipped and is either sent by email or together with the goods. The complete terms and conditions you can find here

With the financing service from Klarna you can pay your purchase in flexible monthly installments of at least 1/3 of the total amount (at least 6.95 €) for orders up to 1.000 $/£/€. Further information regarding Klarna installment plan including terms and conditions and Standard European Consumer Credit Information you can find here

Klarna reviews and evaluates the data you provided and in case of legitimate interest performs a data exchange with other companies and credit rating agencies. Your personal data will be processed in accordance with applicable data protection law as described in the privacy statement here

For more information visit Klarna at www.klarna.com