Ordering & Shipping

These terms apply to users of framacph.com. They will be valid for all your future transactions with FRAMA and visits to framacph.com. These conditions apply to sales of all products by framacph.com to private individuals. This website is directed exclusively to private individuals. The conditions of sales mentioned hereafter concern only www.framacph.com and are not related to any other conditions which are applied in stores. FRAMA reserves the right to revise these terms and conditions. Users are responsible for keeping themselves updated with such changes.

 

If you have any questions about the below, please feel free to reach out to us via chat or our customer service email shop@framacph.com.

 

SHIPPING

 

WHERE WE SHIP

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.

 

Most orders ship from our warehouse in Denmark, while orders to North America are shipped from our warehouse in New Jersey. If we are unable to fulfill a North American order from our US warehouse, we will fulfill it from Denmark.

 

SHIPPING COST

Europe: Free shipping 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. 

 

US: Free shipping on most small goods. All other shipping costs will be calculated at checkout depending on the size and weight of the items in your order. For larger furniture, an additional shipping fee may be added. Upon entering your shipping address, you will see the checkout total update with the appropriate shipping rate. 

 

Rest of the world: The shipping cost will be calculated at checkout, depending on the size and weight of the items in your order and the shipping destination. Upon entering your shipping address, you will see the checkout total update with the appropriate shipping rate. 

 

SHIPPING TIMEFRAMES

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
Nordics 2-4
Rest of Europe, GB, CH, NOR 3-5
North America 10-12
Asia 10-12
Rest of World 10-12


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.

 

DELIVERY

Once the order has been placed, FRAMA will send you an order confirmation, followed by a tracking e-mail once the package has been sent.

 

We cannot reroute packages or change the contents of your orders once they have been shipped, so please ensure your shipping details, personal information, and selected items are accurate at the time of checkout.

 

Home delivery is curbside and must be collected at the front door of your building/home.

 

EXCHANGES & RETURNS

During the 30 days following the delivery of your order, you may request a refund of regular-priced items. For items purchased with a promotional voucher or at a discount, you have 14 days to request a refund. All items that are custom, bespoke, or made upon request are a final sale.

 

The easiest way to request a return is through your customer account. To do so…

1. Log in to your account, or create an account using the same email you used to place your order. You can do so from this page.

2. Navigate to the order you wish to return and submit the return form.

3. Our team will reach out to you shortly with a return authorization and further instructions.

 

FRAMA reserves the right to refuse any returns that have been shipped without a request. Products must be returned in unused condition with all labels and original packaging fully intact and in a re-sellable condition. FRAMA cannot accept returns where labels have been removed or products opened. 

 

All exchanges are subject to availability. If we have the item you wish to exchange in stock, we are happy to facilitate an exchange for you. 

 

The cost of return shipping in the case of a refund or exchange is to be covered by the purchaser. We are unable to provide prepaid shipping labels for returns at this time.

 

Refunds for returned merchandise will be made within two weeks from the date of receipt of the product to the original purchaser’s credit card. Note that the original shipping cost, duties, and/or taxes will not be refunded. For countries within the EU, VAT will be included in the refund. 

 

Items purchased online cannot be exchanged or refunded at our stores.

 

For questions about the return process, contact shop@framacph.com

 

DAMAGED GOODS/CLAIMS

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. However, if your item arrives damaged in any way we urge you to reach out to us immediately.


If your item(s) appear to be damaged or have been broken during transportation, please submit a claim request. To do so…

1. Log in to your account, or create an account using the same email you used to place your order. You can do so from this page.

2. Navigate to the order you wish to submit a claim form and click the SUBMIT CLAIM button.

3. Upload a photo of the damage, the box, and item label and describe the issue.

4. Our team will reach out to you shortly with a return authorization and further instructions.

 

Damaged goods must be reported immediately upon receipt of goods.

 

Faulty items will be replaced by the same type of product, subject to availability.

 

For questions about the claims process, please email claims@framacph.com

 

DUTIES, TAXES & PAYMENT

DUTIES & TAXES

If your country is part of the European Union (EU), prices include Danish VAT at 25 %.

 

US customers can enjoy duty-free orders when ordering from framacph.com. All orders that ship from our US warehouse are duty-free. Any items sent from Denmark will be sent Delivery Duty Paid (DDP).

 

For orders outside the EU and US, 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, 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. 


PAYMENT

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 always be charged when we receive your order. If your item is pre-ordered or not immediately available, we will notify you by email. At this time, you have the right to cancel your order and receive a refund or wait for the delivery. However, please keep in mind that if you cancel your order we cannot reserve stock and paid preorders will be treated with priority. 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 cancelling your order. If we are unable to get in touch with you, your order will be automatically cancelled. 

 

VOUCHERS AND PROMOTIONS

Voucher codes cannot be combined with other campaigns or additional vouchers. Voucher codes are subject to expiration and are only applicable within the set date range. Vouchers 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.

 

PRICES

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.