FAQ's

Company details

Frankly Amsterdam
Sumatrakade 757-737
1019 PV Amsterdam
The Netherlands

+31 (0) 20 737 0818

[email protected]
For general questions, sample requests, shipping and returns

Available from
Mon-Fri: 9.00 - 17.30
Sat: closed
Sun: closed

Contact us

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Frequently asked questions

1. General questions
1.1 How can I contact Frankly Amsterdam?

You can contact us at +31 (0) 20 737 0818 during weekdays from 09.00 to 17:30 (Central European Time), via [email protected], or via our contact form. We are committed to reply within 24 hours.

1.2 How long before I get a reply to my message?

We are committed to reply within 24 hours. If you would like a faster response, please feel free to call us on weekdays from 08.30 - 17.30.

1.3 I forgot my password, what now?

Click here to request your password, then fill in your email address and we will send you a new temporary password. Log in with this temporary password; you will have the opportunity to choose a new password via 'My Account'. If you still have problems logging in, please contact us.

2. Products
2.1 Is it possible to request a sample?

Yes, just send a message to [email protected] Specify your email address and which item(s) you would like a sample of. Please let us know your delivery address. You should receive it within two weeks. The sample is yours to keep.

2.2 What kind of materials does Frankly Amsterdam use?

Our products are made from the following natural materials: Mohair, Bamboo, Merino Wool, Silk, Cashmere, Cotton, Linen, Eucalyptus and recycled material. 

2.3 Does Frankly Amsterdam offer a warranty?

Our goal is to deliver the highest quality, always. If the item shows a production error, please contact us after delivery. For rugs we offer a two-year warranty; all other products - one year. Knitted products are more sensitive to contact with sharp objects, such as jewelry, strokes on nails, etc. There is no guarantee that complaints relating to this and/or holes are accepted.

2.4 Where are the products made?

At Frankly Amsterdam we believe both the conditions in which people work and deal with animals and the environment is important. Because of this, Frankly Amsterdam products are produced exclusively in the Netherlands and Europe, within small workshops where the textile craft is still highly valued. This is reflected in the quality, minute details and finishing of the products.

2.5 How do I maintain and care for my Frankly Amsterdam product?

Click here to see the maintenance instructions for all Frankly Amsterdam products.

2.6 Where can I view the items?

Frankly Amsterdam has a rapidly growing number of dealers and outlets worldwide. A current list of the addresses of our stores can be found here.

3. Order
3.1 How do I place an order with Frankly Amsterdam?

Select the item you want, choose the color and quantity, and place it in your shopping cart.

Prices are quoted in euros, including 21% VAT. (For shipping outside the EU, please contact us).

If you want to check-out immediately, go directly to your cart. If you prefer to continue shopping, your item will be kept in the cart.

In your cart, you will see all chosen items; you can always add or delete items. You can pay by clicking the "Checkout" button and then log in with your email address and password. If you do not have an account at Frankly Amsterdam, you can create it. With an account you can check your account status and shopping history at any time, and possibly report a return. We respect your privacy and your information remains confidential.

You can indicate if you have a different billing- or shipping address during the ordering process.

Check your order and then select your desired payment method.

We offer payment via IDEAL, VISA, Mastercard or bank transfer. In the latter payment option, your order will be sent after we receive your payment.
After you have placed the order, you will receive an email confirmation. If you have chosen to pay by bank transfer, all bank details are set forth herein. Once the package is shipped, you will receive a message with the tracking code.

Upon receipt of your payment, your order will be shipped within 48 hours (with the exception of carpets, which are custom-made, the average delivery time is 6 weeks or less). Please contact us for specific delivery times.

3.2 Do I need an account to order at Frankly Amsterdam?

Yes, we ask you to create an account and fill in some personal information. With an account you can also view your order, account status, and shopping history. We respect your privacy and all your information is confidential. It will not be sold, shared or rented to third parties in a manner other than stated in our privacy policy.

3.3 How do I know if an item is in stock?

All our products are custom-made, we need time to produce them. The average delivery time is 6 weeks or less. If you have any specific questions about the delivery, don't hesitate to contact us. 

 

 

3.4 Will I receive an order confirmation?

After you've placed an order with Frankly Amsterdam you will receive an email confirmation. If you have chosen to pay by bank transfer the bank details are mentioned herein. Once the package is sent, you will receive an update. 

3.5 Ordering at Frankly Amsterdam does not work, what can I do?

If for some reason it is not possible to complete your order, please contact us at + 31 (0) 20 7370818 or [email protected] We will ensure that the problem is solved as soon as possible.

3.6 Can I buy a gift card?

Yes, of course! Please contact us, we will help you further. 

3.7 Can I place an order by phone?

Yes, you can always give us a call! 

4. Payment
4.1 How can I pay?

We offer payment via IDEAL, VISA, Mastercard, bank transfer, and gift certificate redemption.

IDEAL is supported by ABN AMRO, ASN Bank, ING, Knab, Rabobank, Regional Bank, SNS Bank, Triodos Bank en Van Lanschot

4.2 Can I pay securely at Frankly Amsterdam?

At Frankly Amsterdam we take your security seriously. You can pay safely and easily online.
The transactions carried out via IDEAL Paypal (including credit cards) are secured by the payment Mollie. (www.mollie.com). All information exchanged to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted or used by third parties. The information is not stored in our computer system.

4.3 If I pay by bank transfer, which account can it be transferred to?

Frankly Amsterdam bank information:

ABN Amro Bank
IBAN: NL46ABNA0621226726
BIC: ABNANL2A
T.n.v. Fem Home B.V.

Please include your order number when paying via bank transfer. You can find your order number in the confirmation email you received. Once we receive your payment we will ship your order and you will be sent an email with a tracking code for the package.

4.4 Can I pay with a gift card?

Yes. To apply a gift card enter the code in the 'discount code' field upon check out. The credit will be automatically processed. If the gift card is valued higher than the order, you will receive an email with code for the remaining amount. If the value of the gift card is less than the order total, you can pay the remainder by IDEAL, Visa, Mastercard or bank transfer. After the order is completed, it is no longer possible to enter or apply a gift card. 

If you are having trouble entering the code, please contact us before completing your order.

5. Shipping
5.1 Which carrier delivers my package?

Within the European Union we work with DHL and Fedex. Outside the EU, we work with multiple carriers and will consider the best option for you.

5.2 To which countries does Frankly Amsterdam ship?

Frankly Amsterdam sends orders worldwide. If you live outside the EU, please contact us. We will send you information about the shipping and delivery time within 24 hours.

5.3 What are the costs for shipping?

Frankly Amsterdam ships throws within the European Union for free via DHL or Fedex. Shipping of rugs will be calculated, please contact us if you need any information. 

5.4 Can I enter a separate delivery address?

Yes, you can specify a different delivery address during the ordering process. If you would like to change your delivery address after placing your order, please contact us. We will do our best to see if we can still change the address with our carrier.

5.5 Can I track my order?

Yes, it is possible to track your throw order. As soon as our carrier DHL has picked up the package, you will receive an email with the tracking code, with which you can track your package.

For the rugs we can always ask our carrier when the rug will be delivered. Don't hesitate to contact us.

5.6 Is my package insured?

All packages we send are insured against theft and damage during transport.

5.7 I received the wrong or damaged item, what can I do?

If the item you have received is wrong or damaged, please contact us at +31 (0) 20 7370818 or [email protected] We will ensure it is resolved as soon as possible.

6. Returns
6.1 How do I return an item?

If a throw, for whatever reason, does not meet your expectations it may be returned within 14 days. A rug cannot be returned as it is custom-made. 

The throw must be returned with the original tags and packaging. If you want to return your item, please contact us. We would like to receive your ordernumber and will contact you for further processing.

6.2 Can I get my money back for returned items?

Yes, you have the choice (within 14 days of receipt) to exchange the throw or receive a refund. The refund will be processed within 7 days.