Refund policy
Returns and Refunds Policy
At FRANTZEN ATELIER, each handbag is handcrafted in limited quantities with careful attention to detail. We want you to feel confident with your purchase.
Returns
We accept return requests within 14 days of delivery.
To be eligible for a return, the item must be:
• unused and unworn
• in its original condition
• free from stains, odors, damage or signs of use
• returned with its original packaging and any included accessories
Items that do not meet these conditions may not be accepted for return.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect.
We recommend using a trackable shipping service. FRANTZEN ATELIER is not responsible for returned items lost in transit.
Damaged or Defective Items
If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the issue.
After review, we will offer an appropriate solution, which may include a replacement, repair, store credit or refund.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be processed to your original payment method. Please note that banks and payment providers may take additional time to post the refund.
Non-Returnable Items
We do not accept returns for:
• items showing signs of use
• items damaged after delivery
• custom or personalized pieces
• items returned after the 14-day return window
• items without original packaging, when applicable
Exchanges
Because our pieces are produced in limited quantities, exchanges are subject to availability.
If you would like a different item, we recommend requesting a return and placing a new order.
Contact
For return requests, please contact us at: