Sellers’ FAQ

Do I have to register?

Franckly is a safe marketplace, so we require registration.  We need your contact information as well as your account details to make transactions work. In order to sell your own items online, start by filling out our short registration form:

Register for free

Is my personal information public?

Only your username and location will be seen by other users. We'll forward your contact information to the buyer only after purchase.

Is account verification required?

Yes. To help build trust between buyers and sellers, the status 'Verified' is displayed on the profile page and listings of all verified sellers.

We require all of our private sellers to verify their account using a payment card. After registration, the verification is only performed once to verify the cardholder's identity. The card number is only requested in order to confirm an authorisation hold. Once the identity is confirmed, the cardholder can enter their payment details for settlement purposes.

If your payment card is declined, we recommend to first try using an alternative payment card. In most cases, this would solve the issue. Unfortunately, Franckly cannot assist in solving the issue which is strictly a matter between the card issuer and the credit cardholder. Kindly contact your card issuer directly.

If you do not have a personal payment card, you can verify your identity by sending us the necessary documents. Kindly contact our customer service [email protected]

I've forgotten my password, what to do?

We can help by sending you a link to reset it. On the login page simply enter your email address in the email box and press the 'Send reset link' button. A new password will be sent to the email address you provided when signing up. For security reasons, we cannot send a new password to another email address.

Is this marketplace secure?

We use best-in-class technology to protect all transactions. The information sent to Franckly is encrypted using Secure Socket Layer technology (SSL). All information records will be secured both within the Internet as well as outside it. Rest assured, all your data is secure.

For more detailed information regarding our efforts to keep our site secure, kindly read our Privacy Policy

How does the Franckly code work?

We're all about safety. If you offer delivery or a chance for your buyer to collect the item in person, the buyer automatically receives a listing-specific Franckly code – we take care of it. For safety reasons, the buyer presents the Franckly code to you as a sign of approval. We hold onto payment until the sale is confirmed:

• First, the item is handed over and inspected.
• The buyer then presents the Franckly code to the seller.
• With the code, the seller confirms the sale via Franckly.
• All set! The seller receives payment.

Kindly read more about a listing-specific Franckly code: Shipping

How long will my listing be live for?

Our curators will review your listing submission once you have completed the listing and submitted it for review. Once a listing has been accepted, your item will be available for sale at Franckly – and you will be notified by email. Your listing will be live at Franckly until it’s sold or until you end the listing.

Franckly lets you add an expiration date to listings. Once the expiration date has passed your listing will be automatically removed. If you wish, you can relist your items – simply sign in to your account. Easy as that!

How do I edit or delete my listing?

Simply log in to your account to manage and view all your listings. You can edit or delete any listing under 'Listings'. If your item sells elsewhere kindly end the listing at Franckly immediately. We strongly discourage you from listing your item on another site at the same time. You may end up with two buyers for the same item.

How to start selling?

Listing an item is free! First, find the right product – your listing will be added to this page. Simply add photos, listing details and a detailed description. Define the shipping options you want to offer. Then set your price. Once your listing is accepted, we'll notify you by email. Your item is listed at Franckly until it’s sold or until you end the listing.

Once your item has found a new home, we'll notify you by email, too. We handle all payments and transactions. When the buyer has approved the sale, we’ll send the sale price (excluding our service fee) to your account.

Kindly read our Sellers' Guide

How to take good photos?

Ensure your listing sells fast by adding clear photos of your item – minimum three photos. The main photo should show the full item. If possible, use a pure white platform or background – and make sure the light is good. Insert clear photos that capture all angles, details and evidence of wear.

Make sure to include close-up photos of the brand label, designer signatures, any tags or branding. This will help the buyer to make a decision. Just make sure not to use manufacturer’s photos. Follow our photography guidelines for excellent photos, tips and tricks.

Kindly read our Sellers' Guide

How can I communicate with the buyer?

Once your item has found a new home, we'll notify you by email. However, two-way communication doesn't need to always occur, only when the goods are sold using domestic delivery options. All registered users can add comments to listings made by other users at Franckly. The buyer is able to enquire about details, size, photos, or any item related factors when you allow it. By using the same form, you can easily post your response.

To maintain security and privacy, only your username and country will be seen by other users. Our commenting system prevents users from seeing each others' personal email addresses. Notifications will be sent to the email address registered to your Franckly account.

What do potential buyers mean?

It's not an auction. Our Follow feature will show you which items are the most wanted. Potential buyers are notified when the items they are looking for are listed for sale. Just take a look at how many design enthusiasts have clicked the ’F’ sign on the product page of your choice – the number can be seen as ’potential buyers’. Easy as that!

I made a listing, but I haven't received a confirmation email. Is something wrong?

You will always be notified by email whether your item is under approval or it has become available for sale. If you haven't received our confirmation within a few minutes, please check your spam folder. Also, you can see the status of your listing on your Franckly account.

I can’t find the right item or brand, what to do?

Didn’t find the right match? Don’t worry – you may still be able to sell your item. Let us know, and our curators can create a reference product page. We'll notify you when we’re all set and you can add your listing.

We're constantly expanding our selection, feel free to propose an item that you wish to sell.

Curated selection

We offer a hand-picked assortment of 300+ of the best modern design brands. Our curated list of accepted brands means the buyer only sees the best of the best, in terms of pre-owned design. Browse all brands here

What does the service cost?

We work on a service fee, and we only get paid when you do. Listing an item is completely free! We only charge our service fee for the transactions made.

The Franckly service fee is 19 % of the sale price. The service fee covers all transactional costs, customer service and marketing for your listing. If the item doesn’t sell, we won’t charge you anything.

When do I get paid?

We'll hold the money and take care of the payout, once the buyer has safely received the purchased item. We’ll send the sale price (excluding our service fee) up to your preference. The personal data is collected and processed securely by Franckly for the purpose of paying you the agreed price of the items sold. Kindly update your payment details in your Franckly account, when your item has found a new home.

Private seller:

We'll transfer the money without delay after the buyer has approved the purchase. Your buyer has 24 hours to check the item after receiving it.

Company:

Franckly disburses the payment between 15-20 calendar days after receipt of the payment. Your buyer has the right to return a purchased item within 14 days from the date of purchase and delivery. The withdrawal period is counted from the day when the buyer receives the purchased item. We will transfer the money without delay after the return window has closed.

Kindly read more about payout: Payments

What are the options for shipping?

As a seller, you can define the shipping options you want to offer – your buyer pays for shipping. All parcels are ready to be shipped with a prepaid printed label. Simply add international shipping and your listings will become available to thousands of design enthusiasts!

When shipping internationally, all you need to do is send your item with a prepaid label and we'll take care of the rest. We'll automatically forward all tracking information to your buyer once the item will be shipped.  Most importantly, if anything goes wrong during international shipping, you won't have to handle any of the cases.

The shipping charge is calculated based on the package measurements. Simply confirm the dimensions and weight when listing an item.

Kindly read more about Shipping

How to use a Helposti code?

When using the Helposti code, you don’t need a shipping label. Alternatively, print the shipping label and attach it to the top of the box. The code can only be used when shipping via Posti in Finland.

• First, click the ‘Create a shipment’ button on your account.
• Simply write your Helposti code on the package.
• It will take around 10 minutes for the code to activate.
• You can drop the item off at a Posti parcel locker or a service point.
• Also, you can book a courier to pick up your parcel.

Book a courier

How to pack an item?

As the seller, you must make sure the item is properly packed when handed over to the shipping company.

Kindly read our packing instructions: Sellers' Guide

When do I ship the sold item?

We encourage you to send the sold item within 3 business days after the sale unless otherwise noted in the listing. You'll be asked to set a handling time between 1-14 days for each listing. The handling time is the number of business days it takes you to pack and ship the item after purchase.

Find a drop off location for your parcel – all parcels are ready to be shipped with a prepaid printed label. Drop the package off to the selected shipping company:

Find the closest UPS Access Point
Find the closest Posti Service Point (Finland)

Who pays for shipping?

As a seller, you won’t pay for shipping. The buyer pays for all the transportation costs calculated automatically at the checkout.

What if the item is damaged during shipping?

If the purchased item arrives damaged, the buyer needs to notify our customer service immediately. Franckly investigates transport damage cases with the buyer and the carrier.

You're responsible for ensuring that each item is safely packed to prevent damage in delivery. If Franckly finds that the damage was due to poor packaging, we will charge you as the seller the expenses resulting from this. The sale price of the item will be returned to the buyer according to their chosen payment method.

Kindly read our Terms and Conditions

What does local pickup mean?

If you offer a local pickup, the buyer will pick up the item from your home or the location you have chosen. Local pickup is a delivery option that can be added to a listing if you are willing to meet up locally to give the buyer the item.

The buyer receives a listing-specific Franckly code with the order confirmation to present to you during the pickup. With the code, you confirm the sale at your Franckly account. Once the buyer has approved the sale, we’ll send the agreed price to your account.

What does delivery by seller mean?

It’s also possible for you to offer delivery in person – for the desired price. We won't charge our service fee for this delivery. You can determine a maximum distance between your address and the buyer's location in kilometres. The delivery is available only in this area.

The buyer receives a listing-specific Franckly code with the order confirmation to present to you during the delivery. With the code, you confirm the sale at your Franckly account. Once the buyer has approved the sale, we’ll send the agreed price to your account.

Kindly read more about domestic delivery options under Shipping

How does the Franckly code work?

We're all about safety. If you offer delivery or the chance for your buyer to collect the item in person, the buyer automatically receives a listing-specific Franckly code – we take care of it. For safety reasons, the buyer presents the Franckly code to you as a sign of approval. We hold onto payment until the sale is confirmed:

• First, the item is handed over and inspected.
• The buyer then presents the Franckly code to the seller.
• With the code, the seller confirms the sale via Franckly.
• All set! The seller receives payment.

Kindly read more about a listing-specific Franckly code: Shipping

What's Franckly's return policy?

The buyer only has the right to return the purchased item in cases where the item is bought from a company, in accordance with the Consumer Protection Act (1978/38).

The right of return does not apply to:

1. Items purchased from a private seller
2. Items picked up or delivered personally (Local pickup & delivery by seller)

Kindly read more about returns: Shipping

What's Franckly's claim policy?

Each buyer has 24 hours after delivery to check the purchased item. If the item is faulty or damaged, Franckly manages the claim on the buyer’s behalf.

It’s extremely important to be accurate and clear about the item's condition. To prevent potential claims, all listings must include all relevant information about the item at the time of sale. Any damage must be documented with a clear description and photos.

Kindly read more about claims: Shipping

We’ve got your back

We make selling secure and worry-free to all our users. At Franckly, we ensure 100 % protected payments, trustworthy shipping, and we advise you all the way. Feel free to reach out to customer service anytime you need some help. Contact us, and we’ll make the situation right.

[email protected]