Buyers’ FAQ

Is your marketplace secure?

Franckly will hold the money and take care of the payout, once the buyer has safely received the purchased item. As a buyer, you have 24 hours after delivery to inspect the item. If the purchased item doesn't arrive as described, we’ll take care of the situation. Buyer Protection removes any risks of fraud – shop with 100 % confidence!

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, please read our Privacy Policy

Do I have to register to place an order?

To make a purchase, you must either register in Franckly or provide the required information at the checkout before making a payment. We require only our sellers to be registered users in Franckly.

I've forgotten my password, what should I do?

If you have forgotten your password, you can change it via the link on the login page. You'll receive an email in a few minutes containing a link that will allow you to reset your password. For security reasons, the email will be sent to the email address you provided when signing up.

How does the Franckly code work?

We're all about safety. The seller may offer delivery or the chance for you to collect the item in person – for free of charge. In that case, you automatically receive a listing-specific Franckly code with the order confirmation – we take care of it. For safety reasons, inspect the purchased item. Then present your Franckly code to the seller 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.

Please read more here

How can I communicate with the seller?

Once your have purchased your gem, we'll send you the seller's contact details with your order confirmation 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. You are able to enquire about details, size, photos, or any item related factors when the seller allows it. By using the same form, the seller can easily post their response.

To maintain security and privacy, only your first name 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.

How do I make sure the item I’m about to purchase is in good condition?

All items at Franckly are pre-owned. The condition varies from used to good as new. We advise the seller to be as accurate and clear as possible about the item's condition. Please read the seller’s description thoroughly and take a look at all photos attached.

Please read our Buyers' Guide

What does the price consist of?

The seller sets the price for all items according to our recommendations. The seller's price does not include any shipping costs. The shipping costs and any extra costs will be added to the order at checkout.

Franckly checkout allows you to purchase from multiple sellers in a single transaction. Therefore, you need to pay for shipping separately for each item in your cart. Kindly note that you'll have to purchase all items in separate transactions, in case you need separate shipping addresses for individual items that you're buying.

I made an order, but I haven't received an order confirmation via email. Is something wrong?

You will always receive a confirmation email after placing an order. If you haven’t received our confirmation email for your order, please check to see if it has arrived as spam. If you don’t find the confirmation email, contact our customer service. If you created an account, check the spelling of your email address.

Can I place my order by phone or email?

Franckly is an online marketplace for pre-owned design, so it is not possible to place orders by phone or email.

What are cookies and how do I enable them?

Like many other websites, also Franckly uses cookies. Cookies are small strings of text that a website can send to your browser. Cookies enable the website to remember your browser and its settings when you return to the website and hence enables us to provide you with better personalized service.

Cookies do not retrieve any other information from your computer, pass on viruses or capture your email address. To use our website efficiently, you have to accept cookies. Normally browsers are set to accept cookies. If your browser doesn’t accept cookies you can easily change the settings in your browser’s preferences.

Which payment methods are accepted?

We offer several payment options to make shopping as easy and convenient as possible! Also, we have partnered with leading payment providers. Kindly note that available payment methods vary by country.

Please read more about Payments

Is payment safe?

Franckly will hold the money and take care of the payout, once the buyer has safely received the purchased item. The payment transaction is made only after delivery and approval. Once the buyer has approved the sale, we’ll send the agreed price to the seller’s account. We have partnered with leading payment providers. All confidential information will be secured by Digicert 2048-bit SSL encryption.

Please read more about Buyer Protection

Do you ship to my country?

Currently we ship to selected countries in Europe. Please click here to see a list of countries which we currently ship to. We’re just getting started and hope to add more countries very soon, so stay tuned!

What are my shipping options and how much do they cost?

The shipping cost varies based on the chosen shipping method as well as the item size. You’ll be able to find out the exact shipping cost beforehand per each item. The shipping costs will be added to the order and paid at checkout.

Please read more about Shipping

How soon can I get my order?

The seller is expected to ship the package within 3 business days unless otherwise noted in the listing. Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website and check the estimated delivery date.

Shopping locally? For local pickup items, each seller determines their own time frame within 3 business days and you can collect the item in person.

How can I track my order?

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:

Track your UPS package

Track your Posti package (Finland)

If you have a Franckly account, you can easily check the shipping status:

Shipped (On its way): The shipping company has received the item. Track your item by clicking ’Track your item’ on the page.

Awaiting (Ready for pickup): The seller has received your order and will contact you to agree on the pickup time and location.

What if I’m not home when the package arrives?

A notice of missed delivery will be left and you are asked to contact the carrier to reschedule the delivery. Please contact the shipping company.

What if my item is damaged during shipping?

Your satisfaction is extremely important to us, and you have 24 hours after delivery to check the purchased item. If you have received a damaged, misrepresented or faulty item, contact us by email within 24 hours, and we will manage the claim process on your behalf.

Please read our Buyers’ Guide

How does the local pickup work?

Local pickup is a method that allows you as the buyer to pick up the order straight from the seller. We advise the seller to confirm the pickup time and location within 3 business days.

A local pickup is a safe option for both parties. You will receive an item-specific Franckly code with the order confirmation to present to the seller when collecting the item. With the Franckly code, the seller confirms the sale in his/her Franckly account.

Please read more about Local pickup

How does the Franckly code work?

We're all about safety. The seller may offer delivery or the chance for you to collect the item in person – for free of charge. In that case, you automatically receive a listing-specific Franckly code with the order confirmation – we take care of it. For safety reasons, inspect the purchased item. Then present your Franckly code to the seller 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.

Please read more here

Can I return an item?

Franckly wants you to be thrilled about the purchased item. However, if you want to return your item, we're here to help.

If you purchased the item from a company, you have the right to return your purchase by notifying our customer service team within fourteen (14) days of the purchase and receipt of the item.

Please read our Buyers' Guide

What if I receive a faulty item?

Your satisfaction is extremely important to us, and you have 24 hours after delivery to check the purchased item. If you have received a damaged, misrepresented or faulty item, contact us by email within 24 hours, and we will manage the claim process on your behalf.

Please read our Buyers' Guide

We’ve got your back

We make buying secure and worry-free to all our users. At Franckly, we ensure 100 % protected payments, trustworthy shipping, and we advise you all the way.

If anything goes wrong, feel free to reach out to customer service anytime you need some help. Contact us, and we’ll make the situation right.

[email protected]