Shipping

Once your order has been dispatched, you will receive an email containing a tracking number. Please note that the tracking code is item specific. You can use it to track your order on the courier’s website.

Shipping quote upon request

A seller may allow the buyer to request a custom shipping quote. When creating a listing, the seller can simply select ‘Shipping quote upon request' as the shipping method. The seller has the opportunity to use the shipping company of their choice. For each request, the seller will receive an email containing the buyer's location and details for the requested service.

The seller may confirm or decline any request – we'll send a message to the buyer automatically. Each quote may be limited to a specific postal code. Otherwise, the shipping zone applies to all postal codes within the city. Upon request, the shipment will either be delivered to the front door or taken to the exact location of the apartment (White glove) for a fixed price.

• Front door: Unloading the cargo will be handled for you. The shipment will not taken to the apartment.
• White glove: The shipment will be unloaded and taken to the exact location of the apartment. White glove service also includes unpacking the shipment and taking care of debris removal.

Shipping costs

The buyer pays for shipping – and the shipping insurance for security and peace of mind. The costs are determined by the seller and calculated based on the service and the buyer's location. We won't charge our service fee for this shipment. We highly recommend requesting insurance for the shipment's full value. The risk of loss and damage for the item shall transfer from the seller to the buyer once the item has been handed over verifiably to the transport service provider.

Delivery

After the estimated handling time, the item will be delivered according to the chosen service. The buyer will receive more detailed information by email, once the parcel has been shipped. The seller must keep the shipment code safe and provide it for tracking. The estimated delivery date is when the buyer can reasonably expect the order to arrive. We hold the money until we are sure the buyer is happy with his/her purchase. Once the buyer has received and accepted the item, we’ll take care of the payout.

If the item have been purchased from a company, the item can be returned within 14 days. The buyer is responsible to return the item at his/her expense. Please note that all freight costs of the returned item are the buyer’s responsibility. The item must be returned immediately after cancellation in its original condition.

Please note that, unfortunately, items purchased from private sellers don’t have a right of return.

Total shipping time = handling time + transit time (+ any holidays). Kindly note that we calculate handling time and transit time in business days. The handling time is the number of business days the seller will take to pack and ship the item after purchase. The seller is expected to ship the package within 3 business days unless otherwise noted in the listing.

Once you have sold a design gem at Franckly, make it more convenient for yourself by booking a courier to get the item delivered. With our form, you can order a pickup for your items on weekdays. All you have to do is pop the details into our form, and we'll do the rest. Let’s get your parcel delivered fast!

Get started
Booking a courier at Franckly is quick and easy, whether you choose to arrange a collection from your home or place of work. No need to enter your parcel details – we take care of it. However, it’s your responsibility as the seller to print and attach the shipping label to the package before it is picked up by the courier. All parcels are ready to be shipped with a prepaid printed label.

To book your parcel courier online:

Head to My account

Select the item to be shipped

Confirm your pickup address and contact details

Add specific instructions for the courier, e.g. door code

Choose a timeframe for the pickup

Pay by credit card, debit card, or Paypal

Courier prices
Our courier prices vary by country. You'll receive a receipt of the payment and confirmation email from Franckly.

UPS: Our courier price is 7,90 €. The price you pay will not depend upon the amount of parcels. We offer a free pickup service in Finland, Sweden, Denmark and Portugal.

Posti (within Finland): Our courier prices start from 10,90 €. The price you pay will depend upon the amount of parcels.

• 1-5 parcels: 10,90 €
• 6-10 parcels: 18,90 €
• 11-15 parcels: 29,90 €
• 16-20 parcels: 38,90 €

Feel free to reach out to our customer service team any time you need some help. Just get in touch with us, and we’ll put the situation right: [email protected]

Opt for full service

Ready to sell that vintage sofa? We know that packing larger and heavier items is a challenge. That beautiful vintage sofa can use some extra help in packing. Simply opt for our full service!

Our packing service makes selling your goods completely stress-free. Since shipping is a key part of selling design, we’ve added packing service to help you out. You'll protect even fragile shipments, as our fellow logistics experts keep your item safe and sound while in transit – and you’ll save time.

We only use trusted shipping companies: Hakonen in Finland. Currently, it’s not possible to opt for packing service outside of Finland. Yet, we'll be adding services in other countries soon. Stay tuned!

How it works

Who pays freight charges for a shipment? At Franckly, the buyer pays all the shipping costs upon delivery of the goods, including professional packaging and shipping insurance. The seller/shipper does not pay any shipping costs.

• Easy as 1, 2, 3 – make sure you select this service when listing an item for sale: ‘Shipping & pricing'.
• You can select this option if you live within the service area.
• No extra costs! At Franckly, the buyer pays all the shipping costs upon delivery of the goods.
• You’ll be notified by email, once your item has found a new home.
• Once your item is sold, all you have to do is book your courier. Simply pop the details into our form, and we'll do the rest. Print your prepaid shipping label, and our partner will pick up your item and ship it for you properly packaged.

Companies

Need to ship entire pallets domestically or internationally? We’ve got your back. Contact [email protected]

Domestic delivery options:

• Local pickup
• Delivery by seller

Local pickup

Local pickup is a method that allows the buyer to pick up the order directly from the seller. The item is not going to be shipped. We advise the seller to confirm the pickup time and location within 3 business days.

When creating the listing, the seller can simply select ‘Local pickup' as the shipping method. It’s also possible to offer only Local pickup. It may be a good idea to offer local pickup, if the item is difficult to ship, such as a sofa, bookshelf, or bed frame. We advise the seller to disassemble large furniture beforehand. However, the buyer must be able to inspect the condition when collecting the item. The ownership of the item can only be changed by mutual consent.

Delivery by seller

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

After purchase, the delivery time is agreed with the buyer. The buyer must be able to inspect the condition of the delivered item. The ownership of the item can only be changed by mutual consent.

Kindly note

We're all about safety. When the seller offers local pickup or delivery, the buyer automatically receives a listing-specific Franckly code with the order confirmation – the buyer presents the Franckly code to the seller as a sign of approval. With the code, the seller confirms the sale via his/her Franckly account. We hold onto payment until the sale is confirmed – and take care of the payout.

Please keep in mind that the sale is considered final once the buyer takes possession of the item. We encourage the buyer to carefully inspect each item. If the item is misrepresented or faulty, the buyer has the right to cancel the order by informing our customer service team. If the seller is unable to complete the sale, both the buyer and our customer service team have to be notified as soon as possible. Feel free to reach out any time you need some help. Just get in touch with us, and we’ll put the situation right. [email protected]

We're all about safety. When the seller offers domestic delivery options, the buyer automatically receives a listing-specific Franckly code with the order confirmation – we take care of it.

Domestic delivery options:

• Local pickup
• Delivery by seller

For safety reasons, the buyer presents the Franckly code to the seller as a sign of approval. With the code, the seller confirms the sale via his/her Franckly account. Kindly note each purchased item has a unique code to ensure that the correct sale is closed. We hold onto payment until the sale is confirmed – and take care of the payout.

• 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 his/her Franckly account.
• All set! The seller receives payment.

Kindly note

Please keep in mind that the sale is considered final once the buyer takes possession of the item. We encourage the buyer to carefully inspect each item. If the item is misrepresented or faulty, the buyer has the right to cancel the order by informing our customer service team. Feel free to reach out any time you need some help. Just get in touch with us, and we’ll put the situation right. [email protected]

Return policy

The right to return depends on the seller type. The buyer only has the right of withdrawal in distance selling, in accordance with the Consumer Protection Act (1978/38), in cases where the items are purchased from companies.

The buyer must notify our customer service team within 14 days of delivery. In the return notification message, the buyer must provide us with the item number, date of purchase, and his/her own contact information. Contact [email protected]

All freight costs of returning the item are the buyer’s responsibility. The item must be returned immediately after cancellation in its original condition. The buyer is responsible for ensuring that the returned item is safely packed to prevent damage in delivery. A damaged item will not be accepted for return if it cannot be established that the item was damaged during the first delivery. After the seller has received the returned item, we will make a refund within 14 days into the bank account or payment card used at the time of purchase.

Please note that, unfortunately, items purchased from private sellers don’t have a right of return. We will, however, handle any claims if necessary. After delivery, the buyer has 24 hours to check the purchased item. The return right does not apply to Local pickup or Delivery by seller as the sale is considered final once the buyer takes possession of the item.

Claims

1. The item doesn’t match the description

It’s extremely important that our sellers are accurate and clear about their items’ condition. To prevent potential claims, all listings must include all relevant information about the item at the time of purchase. Any damage must be documented with a clear description and photos. Failure to present this essential information is considered a defect in the item. The seller will be charged the expenses resulting from this.

Our guidelines for the buyer:

1. Kindly document the faults clearly. This will speed up the handling of the claim.
2. Send us an email at [email protected] to inform us that you need to make a claim. For quick processing, please provide us with the item number, date of purchase, your own contact information and the requested photos of the item.
3. Once we receive your request, we’ll get back to you as soon as possible to put the situation right.
4. The refund depends on the item purchased.

2. Damaged item

If the purchased item has clearly been damaged during shipping, we will initiate a claim with the appropriate carrier on the buyer’s behalf. The seller is responsible for ensuring that each item is safely packed to prevent damage in delivery. If the damage is due to poor packaging, the seller will be charged the expenses resulting from this.

Our guidelines for the buyer:

1. If you notice that the package has some damages on the outside, we kindly ask you to notify the courier and mark it down on the delivery slip.
2. It’s important to document the condition of the package before opening it. This will speed up the handling of the claim.
3. Send us an email at [email protected] to inform us if you need to make a claim. For quick processing, please provide us with the item number, date of purchase, your own contact information and the requested photos of the damage.
4. Please retain the shipping box, packaging materials, and damaged item. We’ll get back to you as soon as possible to put the situation right.
5. The refund will be issued to the same payment method used for the order, depending on each case.

Kindly read our Terms and Conditions

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 every step of the way. Feel free to reach out to our customer service team any time you need some help. Just get in touch with us, and we’ll put the situation right. [email protected]