FAQ(Frequently Asked Questions)

QUICK FACTS ON PRODUCT SHIPMENT
1. Customer’s Notice:
ALL OUR CUSTOMERS SHOULD TAKE NOTE OF THE FOLLOWING:
For customers from Germany, Please Add in your EORIS Number if you want to ship by FedEx or TNT. Without It, we Can only Ship by DHL!
For Our Russian customers, Please Fill in your Full Name (At least 3 words), including first name, middle name and last name, otherwise, the Russian publication will not release the package and it shall return to us.
For Our Brazilian customers Please Fill In your tax number (CPF or CNPJ). Please add the CPF of your order’s recipient in the order note when you place your order because we or the shipping company needs the CPF to arrange the shipment. Without it, customs will return the products back to us. Thanks for your understanding and cooperation.
For our South American Customers (as well as our customers from Argentina, Peru, Colombia, etc.), if you can include your Tax Number, it will reduce many problems with customs.​
2. Import duties and taxes are the buyer’s responsibility, our Discounts and Free Shipping Bonus does not include any custom taxes. If the parcel receives inspection by Your Country’s Custom, You Shall Pay the needed tax to clear your custom fees. We do not bear the customs taxes. The cost of return would be on customer if there are any rejected customs clearances.
3. If you have any problem with the product, delivery, service, please feel free to contact us, we will respond at once and try our best to help you solve it. Please do not leave a negative feedback or open a dispute without communicating with us.
4. Please be sure to open the parcel and check the items before signing for the package, open the parcel in post officer’s presence, If the parcel is damaged, or empty (stolen), please ask the post office to provide official document, especially the claim request paper. Take photos / unpack video and contact us first, we will response in time.
5. FAQs on Products
​A. Are the products real and original?
Yes, all the products displayed are 100% real and original.
B. How’s the quality of the products?
We strive to supply high-quality products. We check the products carefully before we ship it to you.
Note: Please allow 2-3cm differences due to manual measurement foresight.
6. Screen Display and Product Perception:
As you know, the different computers display colors differently, the color of the actual item may vary slightly from the images shown on the individual gadget screens.
7. FAQs On Shipment:
​A. When will you ship my order? Generally most of our products are in the stock, and your order will be shipped out within 1-3 business days after your payment is verified by Frambuk Stores. If there are some hot selling products are temporarily out of stock, we’ll contact you asap to discuss an processing time extension or change to other items or other solutions. B. How long can I receive my order? Normally It will take about 10-30 workdays to reach most countries. Different countries need different time. The Shipping time for some countries may be 30-50days or longer due to strict local customs inspection.
Please be patient to wait for your order. If you have not received your parcel within 45 days from payment, please contact us. We will track the shipment and get back to you as soon as possible with a reply.
C. Do buyers need to pay customs tax? Buyers are responsible for (in case) all tax or VAT under any circumstances. But if you have any requirements, pls contact us, we will do our best to help you.
D. About sign of the parcel: Please open the parcel in post officer’s presence, If the parcel damaged or empty(stolen). Please ask the post office to provide official document, especially the claim request paper.
8. Reiteration:
This is a reiteration of some of the above stated rules in order to ensure prompt order delivery, and secure your order.
– For Russian Customers:
A. Please fill in your full name including your first name, middle name and last name when place the order.
B. Please fill in your correct address including your Apartment Number, Street, City, Region and country. Otherwise your package would probably be returned!
We are not responsible for any such mistake.
C. What Logistic Company(ies) Will Be Used In My Order Fulfilment?
You Shall Select on checkout what Logistics You want to be Used for You During Your Order Process.
D. Where Will My Products Be Picked Up?
Answer: You shall be contacted on order Arrival and be informed on goods collection/pickup point.
E. What is the Arrival Time of My Order?
Answer: The Duration of Arrival depends on the transit selection made by you during checkout. After checkout, you shall be alerted once order has arrived your destination country selected during checkout (Not More than 30 days Maximum for all deliveries).
9. After-sales & Warranty:
​A. There are an average of 2 weeks warranty for all our products from time of reception.
Further Questions & Answer:

Question: When will the order be shipped?

Answer: We shall send orders within 24 hours (about 48 hours on weekend) when confirmed the payment.

Question: I didn’t receive my order for a very long time, what should I do?

Answer: Please track your order on the order tracking page, then try to call or go to ask your local post office where it there with your tracking number, sometimes they need you to pick up.

Question: I got the package but it is not what I ordered inside, what should I do.

Answer: Please keep the pack bag and contact us, we shall reply to you within 24hours(about 48hours on weekend).

Question: I got my order but it is damaged, what should I do?

Answer: If the outer packing is obviously damaged, please take a photo immediately and refuse to sign the reception papers, then contact us at once.

If you want to return the product, please contact us within 3 days after you receive the order.

All returned goods must be returned in its original packaging and accessories. Customer is responsible for shipping charges on returned goods.

We will refund the money to you when we received the returned goods.
Sometimes shipping companies lose parcels sent through them.
If you have not receive your order in the due delivery time, please contact us (orders@frambukstores.com) and we will refund you the payment or arrange to resend you the order after our confirmation.
10. About Your Feedback​.
We maintain high standards of excellence and strive for 100% customer satisfaction!
Your Feedback is is very valuable to us! For any reason, if you are not satisfied with your purchase, please contact us first before leaving a neutral or negative feedback.
We will do our best to resolve any problems and satisfy your needs.
We appreciate 5-star rating on any items you have purchased as this is good for our long term business.
Thank you so much and welcome to Frambuk Stores!