WE ACTUALLY DO CARE

• We’re really helpful & we care, because we own FRAHM. It'd be crazy and unpleasant not to want to. Just ask, we'll do our best

CONTACTING

• We founders do all the customer service stuff personally
• Do live chat Nick or Emmalou with any questions, for quickest answers
• Email: hello@frahmjacket.com for a reply within 1 weekday
• Call: (44) 01225 222 052

BUYING

• We only sell FRAHM Jackets here, or by appointment at the office
• Sizing guide is here, or use the app on each product page
• We give £10 from every jacket sold to Mind, the mental health charity
• Most people buy via pre-order, saving 20%
• Pre-orders are refundable or can be exchanged at any time up until they arrive with you, then you have 30 days to do it
• If any stock is left after pre-orders are sent, it’s sold at full price
• We don’t do seasonal discount sales
• You can save up to 15% with our loyalty & referral scheme though - the yellow box in the bottom left hand corner of desktop website

SHIPPING COSTS

• UK: Free. Unless you want Express, which is £10.
• European Union: All deliveries now have to go on a faster Express service due to Brexit: That's £20 until you spend £200, then it's free. 
• Rest of World (including non-EU countries like Norway): All deliveries have to go on faster Express services because of Brexit. It's £30 until you spend £300, then it's free. 

RETURNS, CANCELLATIONS, EXCHANGES, FAULTS 

• You can refund or exchange a pre-order at anytime while you're waiting for it to be made
• You have 30 days from your garment arriving to refund or exchange it
• We offer a lifetime guarantee on faults (fair faults, so not wrestling bears or general wear & tear)
• For any exchanges, returns & faults - Please email first!: hello@frahmjacket.com
• We pay for shipping from us, but not returns shipping
• We recommend sending you send it back on a registered & insured service
• Please send your garment back well protected. We can't refund or exchange damaged goods

TAXES & DUTY, AFTER BREXIT

• Our website prices are presented as though for UK customers. The correct price for anyone outside the UK will be corrected at checkout once you add your address
• All UK orders must pay 20% Vale Added Tax (VAT)
• All non UK (including the EU) orders will have their 20% sales tax removed at checkout
• If you’re in the EU, you may have to pay your country's VAT rate before it is released. If you do, it's likely to be the same or similar to the 20% you no longer have to pay in the UK.
• If you're an EU customer, you may also have to pay a small local courier admin fee (because Brexit is now much harder work for the couriers)
• EU orders should not incur any duty, because we make everything within the EU or UK.
• If you're outside the UK or EU, you may pay local duty (but not VAT)

RETURNS ADDRESS 

(after you’ve sent us an email on hello@frahmjacket.com please)