Frequently Asked Questions


1. Customer's Notice:


1: 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! 2: For 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. 3: To 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. 4: For our South American Customers If you have Your Tax Number (such as Argentina, Peru, Colombia, etc.), it will reduce many problems with customs. ​5. 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. 6. 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. 7. 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.

2. FAQs on Products

​ 1.Are the products real and original? Answer: Yes, all the products displayed are 100% real and original. 2.How’s the quality of the products? Answer: We are strive to make high-quality products. We will check the products carefully before we ship it to you. 3. What Measurement are the Dress Sizes? Note:/strong> 1. Asian sizes are 1 to 2 sizes smaller than European and American people. Choose the larger size if your size between two sizes. Please allow 2-3cm differences due to manual measurement. 2. Please check the size chart carefully before you buy the item, if you don't know how to choose size, please contact our customer service. 3.As you know, the different computers display colors differently, the color of the actual item may vary slightly from the following images.

3. FAQs On Shipment

​ 1.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. 2. 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. 3.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. 4.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. 5.Attention For Russian Customers: (1).Please fill in your full name including your first name, middle name and last name when place the order. (2). Please fill in your correct address including your Apartment Number, Street, City, Region and country. Otherwise your package would probably be returned! (3). We are not responsible for your mistake. 6. 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. 7. Where Will My Products Be Picked Up? Answer: You shall be contacted on Arrival and be informed on goods collection. Thanks. 8. What is the Arrival Time of My Order? Answer: The Duration of Arrival depends on the transit selection made during checkout. You shall be alerted on arrival(Not More than 30day Max).

4. After-sales & Warranty

​ 1.There are 6 months warranty for our products. 2.If you got a defective goods, please send us a message first about the problems with videos or photos, and we will try our best to solve the problems for you. 3.If you want to return the product, please contact us within 3 days after you receive the order. All returned goods must be returned with its original packaging and accessories. Customer is responsible for shipping charges on returned goods. 4.We will refund the money to you when we received the returned goods. 5.Sometimes the shipping company loses the parcels, if you have not receive your order in the delivery time, please contact us and we will refund you the payment or arrange to resend you the order again in this kind of case.

5. About Feedback

We maintain high standards of excellence and strive for 100% customer satisfaction! Feedback is very important! For any reason you are not satisfied with your purchase, please contact us through "Contact Seller" before leaving neutral or negative feedback. We will do our best to resolve any problem and satisfy your needs. We appreciate 5-star positive feedback, It's good for our long-term business. We will also send the same feedback to you. Thank you so much!