Follow these steps to make your purchase:
Note: The billing address is the address associated with the card or PayPal account that you will use for payment, while the shipping address is the address you wish your order to be delivered to. These addresses do not need to be the same.
Of course! Just remember that, once it has been placed, there is a limited amount of time to cancel or edit an order. This depends on what shipping method is selected at checkout:
If you have decided to cancel or modify your order and you are still in time, log in to your profile, look for the order to be cancelled in the “RECENT ORDERS” section and click “CANCEL”, the status of the order will be updated automatically and will appear as “CANCELLED”.
Please note that:
When you place an order on Fra-Ber, the sum is simply reserved and the actual payment is only collected when the order is forwarded to our warehouse. For this reason, if you cancel an order the sum will not be collected, but it will still take up to 10 working days (depending on the timeframe of your bank or card issuer) for the funds to be accessible again.
We apologise but unfortunately it is not possible, the management of online orders is very efficient and they are processed very quickly to guarantee the indicated delivery times, therefore even if the company is contacted directly the operators cannot make changes because they are not authorised to do so.
The products remain in the shopping cart until the order confirmation is sent, provided that the history of your browser is not deleted.
We accept payments with PayPal and all major Credit Cards belonging to Visa, Visa Electron, American Express and MasterCard circuits, or wire transfers. We currently do not accept cash-on-delivery payments.
To guarantee maximum payment security, online transactions of your purchases paid with Credit Card or PayPal are made through a Secure Server that adopts the SSL (Secure Socket Layer) protection system. This system encrypts the information entered, making it impossible for it to be intercepted by external users. When you pay for your order with a credit card, we will automatically send you to a secure page (SSL) on the PayPal site that will handle the transaction. On this page you can enter your Card details (number, expiration date and CVV) in an absolutely secure way. The data are in fact sent directly to PayPal, offering maximum security and guarantee.
If you have placed an order and PayPal has sent you a confirmation email, but after two working days you have still not received any confirmation email from us, immediately notify us by email at firstname.lastname@example.org , in this way we will be able to clear your order within 48 hours.
You might have made 2 payment attempts; do not worry because all you need to do is send an email to email@example.com providing us with the 2 authorisation codes and the double payment will be immediately refunded on your Credit Card.
PayPal technicians advise customers to contact the Customer Service of their credit card issuer to find out why it was declined. In fact, although the Card is active and has funds, there may be other reasons why transactions fail on banking circuits.
Since we are unable to restore an order if your payment is denied, you will need to place a new order.
To avoid your order from being refused again, we suggest:
After you have followed the suggestions above, if your order is still denied, we recommend trying a different card.
If the card is authorised, the payment will be charged immediately and you will get an order confirmation email.
If the card is not authorised, the payment will not be charged and we will let you know that your bank or credit institute denied authorisation for the transaction.
Please remember that even if a payment should fail, it may appear that we have withdrawn the amount from the card, because some credit institutes hold the amount for a short period of time (normally up to 10 working days).
Firstly select all the products you wish to purchase and put them in your cart.
Before completing the order, in the “DISCOUNT CODE” section, enter your coupon code and click on “APPLY” and the system will automatically apply the special offer.
You can make sure that the discount has been applied by checking the summary of items: the value of the discount will have been subtracted and the total price will have been modified.
Note: remember to enter the discount code when you check out because it cannot be added after that. Be very careful of this because the coupon cannot be applied once the order has been made, not even by contacting the company.
This could be for any one of the following reasons:
If, after checking all of these aspects, your code still does not work, contact our Customer Service by writing to firstname.lastname@example.org.
No, coupons and discounts are not valid for previously placed orders.
The only way to avail of the coupon is to enter it when confirming the order, as explained above, no coupons can be added after that.
The validity of the discount is always clearly stated in the email you received with the discount code. To use the discount the customer needs to make the purchase by the expiry date of the coupon.
You cannot use multiple discounts in a single order; for example, if you used a discount coupon you are not entitled to free shipping. If multiple discounts are allowed for a special offer, the email will state this clearly.
How can I get a discount code?
You can get various discounts in these ways:
STANDARD DELIVERY ITALY
Delivery time*: 2/3 working days
Shipping cost: 5,99 €. GRATIS for order with amount over 39,00€.
DELIVERY ISLANDS AND CALABRIA ITALY
Delivery time: 3/5 working days
Shipping cost: 8,00 €. GRATIS for order with amount over 39,00€.
EXPRESS DELIVERY ITALY
Delivery time*: 1/2 working days**
Shipping cost: 20,00€
INTERNATIONAL DELIVERY TO EU COUNTRIES ONLY (EXTRA CEE COUNTRIES EXCLUDED)
Delivery time*: 3/5 working days
When the company books the courier service, you will receive an automatic email from the courier with the estimated delivery date and tracking number to track the shipment.
Then, when the courier actually picks up the goods from the company facility, we will send you an email confirming pick-up.
Yes, you can. The pick-up conformation email sent to you contains a link to the page of the express courier specifying the shipment number and the branch that your package has been assigned to allow you to track the delivery status online up to your home.
The courier does not make preventive phone calls and does not handle delivery requests at particular times. Products will be delivered on business days.
Our partner courier is UPS, who picks up the packs from our premises around 4:00pm every day, barring unforeseen circumstances.
According to standard procedure the delivery personnel will leave a slip in your mail box or near the intercom to inform you that they came and were unable to deliver your package. We recommend contacting the branch identified on the slip directly, to agree on the next delivery.
Please note that if, for any reason, the courier fails to deliver the goods to the shipping address, even after several attempts, and the goods are sent back to the company facility, we do not bear other costs to ship the goods again and no cost will be refunded. This is because the time and resources to make the delivery have already been used up.
We are sorry but the company is not responsible for any loss or theft of packages as a result of specific instructions provided by customers to couriers who are handling orders. Therefore, should this happen, we cannot refund any amount. However, we do ask you to send an email to email@example.com specifying what happened and we shall only be able to file a complaint with our partner courier company to encourage them to improve their service. This complaint will not receive any feedback and only serves information purposes.
Before contacting us make sure that you have checked the following:
If you have not yet received your package or rearranged delivery after following all the steps, write us an email at firstname.lastname@example.org and we will try to solve the problem as quickly as possible.
For your security, once the order has been placed we cannot change the delivery address that the package has been sent to.
Do not worry though, if you are not in at the time of delivery, our courier will leave a slip to allow you to rearrange a new delivery or pick up the package at the nearest branch.
We do not make deliveries on national holidays and weekends. In these cases the package will probably arrive on the next business day.
Do not worry, however, as weekends and holidays are taken into account at checkout and the delivery date you see does not change. You will then see the expected delivery date in the email confirming your order.
We can make deliveries either to your home address or to your work address. If you wish the package to be sent to your work address, make sure there is always someone available to pick up the package, as our associated courier will deliver to the selected address and not to you in person.
We will accept sealed goods returned by the customer, and refund the amount of the goods, but withhold the transport costs charged both for the outward journey and for returning the package. For example: if you have placed an order paid by credit card and the shipping costs amount to € 5.00, we will charge you € 5.00 (outbound shipment) + € 5.00 (return shipping) for a Total of € 10.00.
We assure you that at the time of departure the package is handed over to the courier in optimal conditions and with suitable packaging for the number of items and type of shipping. Unfortunately, however, some couriers may not be very careful when handling the package and damage it. Obviously the company is not liable during transport, however our customers’ satisfaction is our top priority, therefore we can refund the order after assessing the damage. In this regard, you will need to send an email reporting the damaged package to email@example.com according to the following procedure:
Once we have received the above information we will assess the situation and together with you we will decide on the best solution to solve the problem.
We do our best to ensure that orders are delivered on the scheduled dates but, on rare occasions, there may be delays in deliveries, particularly during certain busy periods. Other factors such as postal or courier delays, logistical problems, adverse weather conditions or the impossibility of our couriers to access the delivery address may also affect the timeliness of deliveries. We will do our best to keep you up-to-date on the delivery and you should still be able to track your package. Occasionally, due to the aforementioned inconveniences, some shipping services may be suspended, the cut-off time changed and/or the delivery times extended. In any case we always strive to limit these changes to the bare minimum.
We recommend creating an account in your name because it allows you to:
Remember that your account is free and it allows you to make purchases easily, without having to enter your details every time. With your account you get exclusive offers and discounts. Plus, your account keeps you updated on new products.
Should you still decide to delete your account, send an email to firstname.lastname@example.org with “DELETE ACCOUNT” in the subject line and including the following data:
When we receive this information, we will disable your account and send you an email to confirm.
In the future, should you change your mind and wish to make more purchases, all you need to do is get in touch with us, provide us with your details again and we can reactivate your account. Otherwise you can register again with a different email address.
To change your details, access your account where you can edit:
Remember to save your changes when you have finished.
The changes will not be applied to orders that have already been placed.
We recommend checking your account every now and again to ensure your details are correct.
Contact us at email@example.com: we will get back to you as quickly as possible.
Contact us at firstname.lastname@example.org. If you would, give us a few details about what you mean by collaboration.
Just know that we choose collaborators on a year-by-year basis and therefore you won’t get an immediate answer.
We only accept return requests within 10 days from the delivery of the order. The return will not be accepted beyond this deadline.
However the above-mentioned warranty will not apply in case of negligence or carelessness in the use and maintenance of the product.
We do not accept returns of unwanted items, returned after the deadline indicated above. If you return an item after the required time, we would have to return it to the sender and charge you the shipping costs.
We cover the shipping expenses for replacing the faulty product, as well as to ship its replacement.
Yes, the warranty is personal and only applies to the original buyer, as it is reserved to direct customers and not to dealers, retailers, etc.
Within a maximum of 7 working days, and anyhow after reception and verification of your nonconforming or faulty returned item.
Once we have verified and confirmed the defect, we will answer you by sending you a return form to be filled out completely and inserted in the pack being returned and a label to apply on the pack for shipping.
You are strongly recommended to request and obtain the shipping receipt of the returned item (it is free of charge both from the post office and other qualified facilities).