Customer Care 

ORDERS 

All Frique London goods remain the property of Frique London until payment has been received in full and the goods have been delivered or collected. Frique London shall be responsible for the goods until the goods have been delivered or collected. Frique London ensures all items are insured against theft and accidental damage at no cost to the customer.

 

Once the goods have been delivered or collected, they cease to be the responsibility of Frique London.

​

TAXES & DUTIES

Sales taxes and duties are calculated on the site for UK orders are detailed on the checkout screen during purchase and on your order invoice. For non-UK orders, local taxes, duties or charges for customs clearance may apply and must be borne by you  - unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.

 

Please note that when ordering from friquelondon.com, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

​

SHIPPING

Please note that the prices of our shipping options are determined by our couriers and are based on your location and product dimensions. We have selected these options as they represent the safest and most secure options to protect you and us from loss or damage. Note that due to the dimensions of our products, shipping is charged on a per-item basis. 

 

If you are concerned that your item has been lost in transit, please contact our Customer Services team within 14 days of placing your order.

 

TRACKING

You will receive an email confirming when your order has been despatched which will include the relevant tracking details to monitor the progress of your order. 

 

OUR GUARANTEE

At Frique London, we take pride in all our products. We to use the finest materials and the best artisans to provide you with the perfect products. As with any product crafted from natural materials such as leather, we realise that on rare occasions, faults may arise.

 

Our handbags carry a 12-month guarantee from the date of purchase: If within this period you find fault with your purchase, we will  endeavour to remedy the situation in a timely manner -  at no extra cost to you.

 

For repairs within the guarantee period, contact our Customer Services team, who will be happy to assist. For a fee, our repairs service is also available to items that are outside their guarantee period. 

​

RETURNS POLICY

• Returns are accepted up to 14 days after delivery of your ordered item. To start a return or for more information about returns, contact our Customer Services team

• Personalised, Commissioned and Bespoke items cannot be returned

• Items must be unused, undamaged, with tags still attached and returned in their original packaging. Customer’s are responsible for the shipping costs 

• You’ll be notified when returned items are received and accepted, and when your refund has been processed. Please allow 2-3 weeks for your refund

• Refunds would be made via the original payment method

• Defective items will be exchanged without charge

 

PRODUCT CARE

• Avoid overloading your handbag so as to maintain its original shape

• Protect from water, exposure to humidity, heat sources and extreme temperatures

• Avoid contact with chemicals, fragrances, solvents and make-up products

• Store in the provided dust bag and fill bag with soft paper to retain shape

• Avoid contact with rough surfaces or abrasive items to prevent scratching or chipping of the hardware 

• Maintain your leather products using professional leather conditioner regularly

​

PAYMENT METHOD

Most debit and credit cards are accepted payment methods on friquelondon.com. Funds will be deducted from your bank once your order has been successfully processed.

 

All orders placed with friquelondon.com undergo security checking to ensure that the payment card is being used by the authorised cardholder and to prevent online fraud. Please ensure that the Billing Address entered during checkout is the same address where the payment card is registered. 

​

​