DELIVERY & RETURNS

  1. Delivery

Orders must be placed by 12pm CET to start processing on the same day, otherwise it will be processed the next day.  Processing time usually takes 1-2 business days.  Delivery times are based on orders placed between Monday – Friday (excluding public holidays).

Local Customers (Malta and Gozo)

Once an order is accepted by us, delivery is: (i) either via Malta Post letter / parcel post, or (ii) by FRANKS delivery services.  In the latter case, delivery is done once you are contacted by email or telephone and delivery arrangements have been agreed with you. It is important that you provide us with a valid contact number.

Delivery charges will be added to orders amounting to less than €50.  The delivery charge is that of €4.50 and will be added to your total bill once purchase is concluded.  For orders of €50 or more, delivery is free of charge.

International Customers

We currently do not offer International Shipping.  In the future, we hope to offer online shopping convenience to all our guests.

 

  1. Items not received

In the event that the goods dispatched by Malta Post are not delivered, we will be unable to refund you before we have allowed 30 days to pass from the date of dispatch.  If you still haven’t received your order after this time, please contact Customer Services (details hereunder) and we can assist you.  Please note there is a time limit of 3 months from purchase after this no refund will be made.

Customer Service

In case of any queries, please feel free to contact us on the hereunder details:

e-mail: eshop@franks.com.mt (online store related queries)

          info@franks.com.mt (generic queries)

phone: 00356 23882300

Kindly note that our Customer Service Department is open Monday to Friday (excluding Public Holidays) from 08.00am till 4.30pm

 

  1. Refund & Returns

If you decide to cancel an order after we have dispatched the product/s, you will be under a duty to return them to us, at your own risk. We will not pay for delivery of returned items.  All products should be returned within 30 days after the items have been delivered to you. In the time until they are returned, you must retain possession of the Products and take reasonable care of them.  You should return the Products to us unused (except to the extent necessary to examine them) and in the same condition in which you received them together with the original packaging and paperwork. 

After you have cancelled your order and returned the products as specified above within the first 14 days from when you acquire physical possession of the products as per your legal rights, we will refund in full any sum debited by us.  We will notify you of your refund via email within a reasonable period of time.  Refunds of products purchased as gifts can only be given to the Paypal account holder of the person who placed the original order.  We endeavour to process the refund due to you as soon as possible and, in any case, within 30 days of you cancelling your order. Please be advised that you cannot return any unsealed products for health protection and / or hygiene reasons. 

In case of returns of products after the first 14 days until the 30th day, we will either provide you with a credit note or a replacement of the product will be given.  Please contact Customer Services for more information on credit notes and replacement of products. Please be advised that you cannot return any unsealed products for health protection and / or hygiene reasons.

If any of the products purchased are damaged, incorrect or faulty when delivered to you, we may offer a refund or replacement of the product as appropriate or a credit note, in accordance with your legal rights.  If you believe a product is faulty, you should return the product to us in accordance with the returns procedure.  If you have any questions regarding returns, please contact Customer Service.

Returns can be made via any one of our Franks outlets on presentation of a Franks invoice (provided on delivery of product/s) and as specified above.  In case of all returns, You can either exchange a product with a replacement or request to have a credit note. This without prejudice to your legal rights.

PLEASE BE AWARE THAT THE FOLLOWING CANNOT BE RETURNED AND ARE NOT EXCHANGEABLE:

  • Due to hygiene reasons, foundations, concealers, nail products, lip glosses, lip primers, mascara, mascara bases, liquid liners
  • Products on special offer
  • Seasonal Products
  • Gift sets

Products purchased online from our Site or via telephone order between December 1st and 24th December can be returned for a credit note until January 31st. Please ensure that items are undamaged and in their original condition, and that you are able to provide our Customer Service team with your order details or gift receipt. All other terms of Franks Return Policy shall continue to apply.

Our policy on refunds, returns and cancellations does not affect your statutory legal rights.

  1. Cancel your order

Franks reserves the right to cancel any orders up to the point of delivery for products that have been listed at an incorrect price, rebate or refund, or contain incorrect information or typographical errors or are unavailable for any reason.  Franks has this right regardless of whether the order has been confirmed or your payment processed.  If your account has already been charged for the purchase and your order is cancelled, we will issue a credit to your account in the amount of the charge.

It is not possible to cancel your order online, in the meantime, you may contact Customer Service. If it is too late and your order is already on its way, you can still return it in accordance with our Returns Policy and Procedures. Please be advised that you cannot cancel an order of unsealed products for health protection and / or hygiene reasons. Please refer to the list of goods which cannot be exchanged in clause 3.

  1. Click & Collect

Time is the rarest of commodities nowadays so Franks is helping you make the most of it. Choose your product from our website from the comfort of your own home and we’ll have it ready for you to collect it from the outlet that is most convenient for you.

  1. Updates

This document has been last updated on the  11th November, 2016