Terms and General Conditions

1. General 

These terms of purchase general terms ("Terms") only apply when you as a consumer ("Customer") place an order via our e-shop, www.estherfranke.se/shop. An agreement is then entered into between the consumer and Esther Franke with organization number 780830-7081. Binding agreements only apply when Esther Franke has confirmed your order in an order confirmation sent to you by e-mail. In order to be able to order via Esther Franke, you must have turned 18 years old. Esther Franke reserves the right in individual cases to refuse or change an order if, for example, incorrect personal information has been provided or if there are payment remarks. Esther Franke strives to ensure that all information on the web shop is correct. We reserve the right to make image and writing errors and incorrectly stated price information. We reserve the right to change incorrect information and also adjustment of prices in the event of exchange rate changes and price adjustments at suppliers. If incorrect information has been entered on the website, Esther Franke will notify you of this and wait with an approval from you before placing an order, and should you not approve the change, you have the right to withdraw your order. Company information Esther Franke Lingonvägen 45 448 37 Floda Phone: 073-389 00 57 Mail: info@estherfranke.se V.A.T No: SE197808307081

2. Delivery

Made-to-order

Delivery time is approximately 4 months and 2-3 months for priority order.

Pre-order and Re-stocked products

Next delivery time show on each product page.

Bridal ready-to-wear , Bridal veils and Garment bags

Your order will be delivered via DHL or PostNord within 1-2 business day and arrives in 2-5 business days within Sweden and EU countries. For customized and re-stocked products, the delivery time is 4-6 weeks. 

3. Shipping

Sweden and EU countries

If you are located in Sweden and EU countries, your order is delivered via DHL or PostNord and arrives in 2-5 business days. We will keep you updated each progress and notify you with a tracking number after shipping so you will not miss the most exciting package on its way to you.

Outside EU countries

If you are located outside EU countries, your package arrives in 4-8 business days via PostNord.

The information is provided and can be updated by DHL and PostNord.

Shipping Cost

Free shipping within Sweden!

Our international shipping cost varies depending on weight and destination. Total costs will be displayed during checkout based upon your items and destination country. Unless otherwise noted, free shipping offers do not apply to international orders.

Lost or Damaged Shipment

Please contact us via email info@estherfranke.se or our online assistance for lost shipment. You may find more information about damaged shipment in Return & Exchange 

4. Currency, Duties and Taxes

Import duties and taxes may be applicable in your country. We always recommend brides ordering from outside of EU countries check with their import/customs department for an estimated cost, so you are aware of any charges you may be required to pay.

5. Return and Exchange

7-day policy

You have received the most exciting package! We encourage you to try your items as soon as you receive them and must inform us via e-mail info@estherfranke.se within 7 days if any concern.

Made-to-order, Bridal Wear, Ready-to-wear with alteration service &Non-Returnable and Non-Returnable product

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 manufacturing fault. You may cancel your order within 7 days after order placed. After 7 days, 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 if any concern. In case of alterations, our online assistance 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.

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.

Ineligible Return & Refused delivery

An ineligible return is defined as:

• Any package returned later than 14 days from the date the customer received.
• Any package 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, for exmaple 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 return accepted by us, we reserve the right to charge up to 25% 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 a damage to the product itself, please take a few photos of the damaged product and the packaging and following 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 new shipment. In case delivery time of exchange or reproduction is less than 1 month away from your wedding, we will issue a refund.

6. Prices 

All prices are stated in SEK incl. 25% VAT and subject to change without notice.

7. Payments

Webshop

Klarna

Payment is made via Klarna - Pay directly. For complete terms and conditions with klarna, please see link: https://www.klarna.com/se/ When you have made your payment via Klarna, you will automatically become a customer with them and questions regarding your payments with Klarna, we refer you to their customer service: https://www.klarna.com/se/kundservice/ 

Credit Card

In store

50% of the purchase amount upon ordering and 50% balance directly after first fitting. Payment against invoice, 15 days net. 

8. At-Home fitting

We provide at-home fitting base on individual agreement. You are required to pick up your package, try and return products within 3 days after the package arrives in delivery address, DHL or PostNord service points. At-home fitting price is 299kr including shipping, handling and return postage. Delivery, shipping and Return policy are same as ordering online based on our general terms and conditions.

9. Information on the GDPR privacy policy

Information about our personal data policy can be found here.