Return & Exchange

You have received the most exciting package! 

We encourage you to try your items as soon as you receive them.

Ready-to-wear, Bridal Veils and Garment bags

Return or exchange must be received by us within 14 days from the date your order was received.

Return postage: using pre-printed label and drop it off at DHL or PostNord service point. Return postage within Sweden is 99 sek for bridal veils, garment bags and bridal tops and 149 sek for bridal dresses, bridal skirts. Return postage within EU countries is 270 sek for bridal veils, garment bags and bridal tops, and 400 sek for bridal dresses and bridal skirts. For return postage from outside EU countries, please contact our online assistance or via email info@estherfranke.se

Refund or Exchange: The returned item must not be used, worn, washed, altered or damaged, no makeup, no perfume, no visible usage, missing original parts, accessories, original packaging and tags. After we receive the returned item, refund and exchanges will be available when it passes quality control.

Fail of Quality control, our online assistance will contact you for options. You are liable to original payments of products, shipping cost returning to you and handling charge up to 20% of your order.

Made-to-order, Bridal Wear, 

Ready-to-wear with alteration service &

Non-Returnable and Non-Exchangeable product

7-day policy: If your item is made-to-order, customized or with alteration service, you must inform us via e-mail info@estherfranke.se within 7 days if there are any concerns.

Each bride has individual measurement so size does vary from women to women and each dress undergoes a fine production procedure accordingly. Therefore, made-to-order items are non-refundable and non-changeable unless it is a manufacturing fault. You may cancel your order within 7 days after the order is placed. After 7 days, the cancellation fee is 20% of total price and 100% after 14 days to cover our administration, material allocation and production planning costs. 

We encourage you to try your bridal wear as soon as you receive it and inform us within 7 days via e-mail or online assistance if any concern. In case of alterations, we will be happy to offer suggestions so you can bring it to your local tailor near you. Any adjustments or alterations needed to be made on your bridal wear are at customer's expenses.

In the unlikely circumstance, your bridal wear is defective, it would be eligible for exchange or reproduction followed by our 7-day policy. Please e-mail the following information to info@estherfranke.se for return shipping label. Returned shipping is on our cost.

• Order Number
• Your name, email address and contact phone number
• Photos and description of the defects

An exchange or a reproduction can be processed after our quality control and will be shipped at our cost. We will contact you for options, keep you updated and send you an email with a new tracking number. In case delivery time of exchange or reproduction is less than 1 month away from your wedding, we will issue a refund. 

Ineligible Return & Refused delivery

An ineligible return is defined as:

• Any package received by us after 14 days from the date customer received.
• Any package is refused by the customer during a delivery attempt. If delivery refused by mistake, we will send the package back to customer again at customer's expense by request or consider an ineligible return and subject to the policies thereof.
• Any package returned if the customer has moved without providing us with the proper shipping address.
• Return shipped as collected shipment without pre-printed label provided by us, for example to DHL and PostNord service point.

In most cases ineligible return will be refused and sent back at customer's expense and credit or replacement will not be issued. Sometimes ineligible returns may be considered on a case-by-case basis, entirely at Esther Franke's discretion. If a return is accepted by us, we reserve the right to charge up to 20% restocking fee in addition to any shipping costs associated with the order including the original shipping cost for items with free shipping.

Return Policy Abuse

We reserve the right to refuse a return or exchange on any order that does not meet our return policy requirements. Customers requesting repeated returns will be blocked from making any further purchases. 

Returns for products damaged in shipping

Be sure to inspect your packages for any damage at time of delivery. If damage is visible, please DO NOT refuse the package as it will be considered as an Ineligible Return. Instead, open the box and check if the product(s) is damaged as well. If there is damage to the product itself, please take a few photos of the damaged product and the packaging and follow the return policy outlined below.

1. E-mail the following information to info@estherfranke.se.

• Order Number
• Your name, email address and contact phone number
• Detailed description of the damage
• A few photos of the damaged product and the packaging

2. Pack & Ship

• Make sure to keep the original parts, accessories, packaging and tags for inspection, investigation and insurance claim.
• Do not throw away or alter any of the product and packaging. It must be in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause.
• If the original packaging is severely damaged, please put the damaged package into another secure container for mailing. We are not able to accept claims for shipping damage if any of the packaging or contents have been altered or discarded.
• Using the pre-printed return label to ship, or we will provide it via e-mail.

3. Exchange, Reproduction & Refund

An exchange or a reproduction can be processed after our quality control and will be shipped at our cost. We will contact you for options, keep you updated and send you an email with the tracking number of the new shipment. In case delivery time of exchange or reproduction is less than 1 month away from your wedding, we will issue a refund.