FAQ
Below you'll find the answers to all our most frequently asked questions. Should you need any further assistance, don't hesitate to reach out to our customer support team.
We accept payments by Visa, MasterCard, and American Express in all regions. We also accept Alipay in most Asian countries and Klarna in Sweden, Denmark, Germany, Austria, Belgium, Finland, and the Netherlands. The full amount will be charged when we receive your order. FRAMA does not store customers’ payment card details for security purposes.
If you have been charged the wrong amount when shopping from the webshop, we will give you the option of placing a new order with the correct price or canceling your order. If we are unable to get in touch with you, your order will be automatically canceled.
FRAMA operates in four currencies: DKK, EUR, SEK, and USD. Orders within Denmark will be charged in DKK, orders within Sweden will be charged in SEK, orders in the US, Canada, and Mexico will be charged in USD, and all other countries will be charged in EUR. FRAMA is not responsible for currency changes, and your bank determines the exchange rate that appears on your credit card statement.
You will be able to enter your discount code at Check out.
Discount codes cannot be combined with other campaigns or additional discounts. Discount codes are subject to expiration and are only applicable within the set date range. Discount codes can therefore not be applied to past or future orders that fall outside of the voucher’s valid dates. Promotions are not applicable on past orders.
If you need to adjust or cancel your order, please immediately send an email to shop@framacph.com with your request. Once orders have been dispatched we are unfortunately not able to make amendments, but we always do our best to accommodate whenever possible.
FRAMA ships worldwide to most countries. If you cannot check out due to shipping limitations, please feel free to contact us, and we will do our best to arrange shipping to you.
Once the order has been placed, FRAMA will send you an order confirmation, followed by a tracking email once the package has been sent.
We cannot reroute packages once they have been shipped, so please ensure your shipping details and personal information are accurate at the time of checkout.
Home delivery is curbside and must be collected at the front door of your building/home.
Please note that these timeframes apply to in-stock items. Made to order and pre-order items ship with different timeframes as specified on the product page. We do not guarantee that all the items available at framacph.com are in stock at the time of your order. If we are out of stock of any items in your order, we will contact you by phone or by e-mail.
Standard handling time for all items is 1-4 business days and is not inclusive of the shipping timeframes provided below. These timeframes are approximate and do not account for shipping delays. Occasionally, shipments may fall outside the listed timeframes if an item is considered oversized or specialty.
All days are quoted in business days. This excludes weekends and holidays.
Country | Days
Denmark | 1-2
Nordic Countries | 2-4
Rest of Europe (GB, CH, NOR) | 3-5
North America | 5-8
Asia | 5-8
Rest of World | 5-8
FRAMA reserves the right to select the shipment method that best transports the package. This can occasionally result in longer shipment times, in which case you will be notified.
FRAMA reserves the right to fully refund and cancel free shipping orders outside of the EU in the case of costs incurred outside average shipping value.
At this moment it is not possible to collect an order made online in store.
If your item(s) appear to be damaged or have been broken during transportation, please send a photo of the damage, box, and item label along with your order number to claims@framacph.com. Damaged goods must be reported immediately upon receipt of goods.
However, please note that many of our products are hand-made and therefore each possess unique characteristics. Small imperfections are often inherent to the natural materials we work with and are what makes each piece unique.
Faulty items will be replaced by the same type of product, subject to availability.
Europe: Free shipping applies only on orders above 150 €. For larger furniture, an additional shipping fee may be added. For orders under 150 €, shipping will be calculated at checkout. Great Britain, Switzerland, and Norway are considered outside of the EU.
Rest of the world: The shipping cost will be calculated at checkout, depending on the size of the order and the shipping destination. Upon entering your shipping address, you will see the checkout total update with the appropriate shipping rate.
If your country is part of the European Union (EU), prices include Danish VAT at 25 %.
For orders outside the EU, we offer tax deductions that will be automatically applied to your order. However, you may be charged VAT, import duties, and/or taxes upon receipt of your package, which are levied by customs. Framacph.com ships your package according to Incoterm Delivered Duty Unpaid (DDU). This means that we do not collect VAT, duties and/or taxes on orders to countries outside the EU, and we cannot predict what your particular charges may be. If you do incur any such additional charges, they must be rendered in order for your package to clear customs.
FRAMA does not cover additional storage or shipping costs that may result from lack of custom clearance or duty/tax payment. Please contact your local customs office for more information.
Within the 30 days following the delivery of your order, you may request a return and refund of regular price items.
For more information, please visit our Returns & Exchange page here.
You can use the ‘Certificate number’ present on your gift card at checkout by simply entering it in the designated ‘voucher’ field.
Please note that the validity of the gift card is between the ‘Date of Purchase’ and ‘Expiration Date’ (both days inclusive) shown on the card. After the card has expired it will no longer be usable.
If you have any issues with the use of the gift card or have any further questions, please contact shop@framacph.com with the Certificate Number of your gift card.
Note: refunds for issued gift cards are not accepted.
For a detailed guide on how to best care for your products, please visit our Materials & Care page here.
Customer care service is open from Monday to Friday, 9.00 - 16:00 CEST.
We aim to reply to all inquiries within 1-2 business days.
You can get in contact with our customer care service by phone at +45 3140 6030. For inquiries about orders: shop@framachp.com; For claims: claims@framacph.com; for general inquiries: frama@framacph.com.
For other inquiries, such as business and project requests, please find dedicated contacts here.
You can find FRAMA products across the globe through our retailers.
Currently, you can find FRAMA flagship stores in Copenhagen, including our eatery Apotek 57, and in Oslo.
Our products are made in Europe with materials sourced from Europe. We produce our various collections wherever the best craftsmen are for a particular production method such as in Denmark, Italy, Portugal, Lithuania, and Bosnia. Many of our producers have existed for generations, reviving and honoring traditional craftsmanship.
In line with our ethical values and principles, the whole Apothecary line, including body care, hair products and fragrances, are vegan and cruelty free.
Crafted with sustainably sourced, natural and organic ingredients, our Apothecary Shampoo and Conditioner are intended for all hair types, including colored hair. However, they are not specifically formulated for highly processed hair, so please consult your hairdresser if you have any concerns.
Created with sustainably sourced, natural and organic ingredients, our Apothecary body products are ideal for all skin types, including sensitive skins.
For retailers who are interested in stocking FRAMA or professionals who need help with project fulfillment, please contact b2b@framacph.com
At this moment, FRAMA is unfortunately not able to offer this service.
Unfortunately FRAMA does not offer free perfume samples.