Shipping Policy

Last Updated: September 7, 2026

Thank you for shopping with FRENASK. This Shipping Policy explains how we process, prepare, ship and deliver your orders.

FRENASK offers wooden clocks, home accessories, decorative products and other wooden goods. Some products are ready to ship, while others may require production or preparation before dispatch.

Order Processing & Handling

For ready-to-ship clocks and other products available in stock, orders are prepared and dispatched within 1 to 3 business days after the order is confirmed.

For products that require production, preparation, customization or finishing, the order will be completed and dispatched within a maximum of 10 business days.

Once your order has been dispatched, you will receive shipping and tracking information where available.

Weekends and public holidays are not considered business days.

During exceptionally busy periods, promotional campaigns, holidays or circumstances outside our reasonable control, slight delays may occur. If a significant delay is expected, we will inform you accordingly.

If an order contains multiple products with different preparation times, the order may be shipped together once all items are ready or, where appropriate, in separate shipments.

Estimated Delivery Times

Delivery times begin after the order has been dispatched and depend on the destination, courier service and selected shipping method.

Any estimated delivery times displayed on our website, during checkout or communicated after purchase are estimates only.

Delivery times may be affected by customs clearance, local courier operations, public holidays, weather conditions, remote delivery locations, transportation disruptions or other circumstances outside our reasonable control.

International shipments may take longer depending on the destination country and applicable customs procedures.

Shipping Costs

Shipping costs may vary depending on the delivery destination, package dimensions, package weight, product quantity and selected delivery service.

The applicable shipping cost will normally be displayed during checkout before payment is completed.

FRENASK may offer free shipping for certain destinations, order values, products or promotional periods. Any applicable conditions will be displayed on our website.

For remote areas or destinations requiring special delivery arrangements, additional shipping charges may apply.

If additional charges become necessary after an order has been placed, we will contact you before proceeding.

Shipping Carriers

FRENASK works with established courier, postal and logistics providers.

The carrier used for an order may vary depending on the destination, shipment size, product dimensions, weight and available delivery services.

As wooden products may require additional protection during transportation, FRENASK may select packaging and shipping methods appropriate for the size and characteristics of the product.

Shipping Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your full name, street address, building or apartment number, postal code, city, country and telephone number before confirming your order.

FRENASK is not responsible for delays or additional costs resulting from incorrect or incomplete delivery information provided by the customer.

Address Changes and Order Modifications

If you need to change your shipping address or modify your order, please contact us as soon as possible.

We will make reasonable efforts to accommodate changes before the order has been packed or handed over to the carrier.

Once an order has been dispatched, we may no longer be able to change the delivery address, cancel the shipment or modify the order.

If a shipment must be redirected, returned or reshipped because of incorrect information provided by the customer, additional shipping costs may apply.

Tracking

Where tracking is available, tracking information will be provided after your order has been dispatched.

Please note that tracking information may not become active immediately after the shipment has been handed over to the carrier.

For international shipments, tracking updates may temporarily stop while the parcel is transferred between logistics providers or processed through customs.

Customs, Duties and Import Taxes

International shipments may be subject to customs duties, import taxes, VAT, brokerage fees or other charges imposed by the destination country.

Unless explicitly stated otherwise during checkout, these charges are not included in the product price or shipping cost and are the responsibility of the customer.

FRENASK does not control customs charges and cannot predict the amount that may be charged by local authorities.

Customs procedures may also cause additional delivery delays.

Customers are responsible for ensuring that the products ordered may legally be imported into the destination country.

Damaged or Incorrect Products

We take reasonable care to ensure that our wooden products are appropriately packaged for transportation.

If your order arrives damaged, defective or incorrect, please contact us as soon as possible and preferably within 7 days of delivery.

Please provide your order number, clear photographs of the product, photographs of the external and internal packaging and a short description of the issue.

Please keep the product and all original packaging until the issue has been reviewed.

If the product is defective, damaged upon arrival, incorrect or the issue is the result of an error by FRENASK, we may provide return instructions and, where appropriate, cover the reasonable cost of return shipping.

Depending on the circumstances, FRENASK may offer an appropriate solution such as a replacement, repair or refund.

Return Shipping Costs

Unless the product is defective, damaged upon arrival, incorrect, or the return is required due to an error by FRENASK, customers are responsible for all return shipping costs.

Original shipping charges are non-refundable unless otherwise required by applicable law or the return is the result of an error by FRENASK.

Customers are responsible for ensuring that returned products are securely packaged.

We recommend using a trackable and insured shipping service, particularly for higher-value wooden products.

FRENASK is not responsible for return shipments that are lost or damaged before they are received by us.

Natural Characteristics of Wood

Wood is a natural material and each piece is unique.

Natural differences may occur in colour, grain, texture, knots, pattern and surface appearance.

These natural variations are part of the characteristics of real wood and are not considered manufacturing defects, shipping damage or grounds for claiming that the product differs from another piece of the same model.

Product photographs are intended to represent the overall design and appearance. Due to natural material variations and differences in screen settings, the exact colour, grain and texture of the delivered product may differ slightly from images shown online.

Care of Wooden Products

Wooden products should be handled and stored appropriately.

Damage or changes caused by improper use or storage may include exposure to excessive moisture, direct water contact, extreme dryness, excessive heat, extreme temperature changes, prolonged direct sunlight or unsuitable cleaning products.

Damage caused by inappropriate use, storage or maintenance after delivery is not considered transportation damage or a product defect.

Lost or Delayed Shipments

If your shipment has not arrived within the expected delivery period, please first review the tracking information provided by the carrier.

If the shipment appears to be significantly delayed or tracking has not updated for an extended period, please contact us.

FRENASK may contact the carrier and open a shipment investigation where appropriate.

If the carrier officially confirms that a shipment has been lost, FRENASK will determine the appropriate solution in accordance with our applicable policies. This may include replacement or refund.

Packages Marked as Delivered

If tracking information shows that your order has been delivered but you cannot locate the package, please check the delivery location and surrounding area, household members, neighbours, reception or building staff and any proof of delivery provided by the courier.

If the package still cannot be located, please contact FRENASK promptly so that we can assist with the carrier investigation.

Undeliverable, Refused or Unclaimed Shipments

A shipment may be returned to FRENASK if the delivery address is incorrect or incomplete, the recipient cannot be contacted, delivery is refused, the shipment is not collected, required customs duties or import charges are not paid, or the courier cannot successfully complete delivery.

In these situations, the customer may be responsible for additional shipping, return transportation, customs or handling costs.

Where possible, FRENASK may offer to resend the order after the applicable additional shipping costs have been paid.

If a refund is issued instead, non-recoverable shipping, return transportation, customs or handling costs may be deducted where legally permitted.

Refused International Shipments

If an international shipment is refused because the customer does not wish to pay customs duties, taxes or other import charges, the costs associated with returning the shipment may be deducted from any applicable refund, where permitted by law.

FRENASK is not responsible for customs charges imposed by the destination country.

Delivery Inspection

Customers are encouraged to inspect their order as soon as possible after delivery.

If the external packaging appears visibly damaged, we recommend photographing the package before opening it.

Where substantial transportation damage is visible at the time of delivery, you may also ask the courier to record the condition of the shipment.

Product Availability

Although we make reasonable efforts to keep inventory information accurate, products shown as available may occasionally become unavailable due to simultaneous orders, stock discrepancies or production issues.

If an ordered product becomes unavailable, we will contact you and provide an appropriate solution, which may include a revised production or shipping date, an alternative product, cancellation of the affected item or a refund.

Split Shipments

In some situations, products from the same order may be shipped separately due to different preparation times, product dimensions, packaging requirements, warehouse availability or carrier limitations.

Where separate shipments are used, multiple tracking numbers may be provided.

Shipping and Pricing Errors

We make reasonable efforts to ensure that product prices, shipping rates, product availability and delivery information are accurate.

However, technical, system or calculation errors may occasionally occur.

If a material pricing or shipping error affects an order, FRENASK may contact the customer before dispatch to explain the issue and provide available options.

Where the order cannot reasonably be fulfilled due to such an error, the affected order may be cancelled and any payment collected for the cancelled items will be refunded.

Force Majeure

FRENASK is not responsible for delays or inability to deliver caused by circumstances outside our reasonable control, including severe weather, natural disasters, strikes, transportation interruptions, customs delays, government restrictions, war or civil disturbances, epidemics, courier network disruptions or other events beyond our reasonable control.

Where possible, we will make reasonable efforts to provide updated shipment information and assist customers affected by such circumstances.

Applicable Rights

Nothing in this Shipping Policy is intended to exclude or restrict any rights that cannot legally be excluded under applicable law.

Where applicable law requires different treatment, the applicable legal requirements will prevail.

Contact

If you have any questions regarding the preparation, shipment, tracking, delivery or return of your FRENASK order, please contact us using the contact details provided on our website.