SHIPPING | RETURNS
GENERAL INFORMATION
Please allow 3 - 5 business days for your order to be shipped, with the exception of any pre-ordered items.
Any pre-orders will be shipped with a delivery timeframe as noted upon purchase.
When your order is sent out for delivery, you will receive an email with the appropriate tracking information.
Due to the fragile nature of ceramics, it is important that your package spends the least amount of time in transit to ensure pieces are not damaged or broken in transit.
All orders are therefore shipped out with an esteemed tracked service, and carriers ( GLS / UPS / DHL ) vary dependng on the delivery location with the best cost in mind.
Orders delivered to countries outside of the EU go through custom clearance and it’s the customers own responsibility to pay the any calculated Customs Duty / VAT taxes.
All orders are shipped from Denmark unless otherwise specified.
If you refuse to pay duty and the piece is shipped back to us and arrives safely, we will refund you for the piece minus any additional cost of return shipping.
If the package is abandoned because duty is not accepted we are unable to refund you for the lost goods. If the piece is returned damaged or broken we will not be able to refund you for the lost goods.
DAMAGED OR BROKEN PIECES
We do our best to ensure your pieces are effectively packed for their time in transit, keeping in mind the use of sustainable packing materials where possible and keeping the use of plastics to a minimum.
If your piece arrives damaged or broken please report to us via email so we can remedy the situation.
Claims with our shipping carriers must be made within 10 days of the package arriving.
Please send the following in an email to studio@franca-christophersen.com in the event of broken goods;
+ A photo of the condition the piece arrived in, in it's packaging
+ Any evidence of mishandling by the carrier so that we have it for insurance purposes
RETURNS
During the 14 days following the delivery of your order, you may request a return of any collection piece purchased at full value through the act of a return.
If you wish to return a piece, it must be undamaged, unused, and clean.
You must email to studio@franca-christophersen to request the return, and later follow up with a tracking number of the returning package. Without a tracking number for the return, we cannot process the return in the event the package is lost in transit.
Upon accepting your return, a refund will be credited to the same payment method used to make the original purchase.
You will receive an email once we’ve processed your return & refund.
Any questions, please email.
studio@franca-christophersen.com