Return/Exchange Policy

Return & Exchange police

Important Information

▪ Upon receiving the order in the system, an order confirmation email with an order number will be sent. Once the package is ready and transferred to the delivery company, you will be updated with an additional email.

▪ You can check the status of your order in your personal account on the website.

▪ Fridays, holiday eves, intermediate days of holidays, and Saturdays are not considered business days.

▪ Delays in delivery may occur for remote locations such as Eilat, Arava, and the Golan Heights.

▪ Delivery times are subject to the delivery company’s policies, an external supplier of the company, and the responsibility of the delivery company.

▪ The delivery times mentioned in this policy refer to normal situations. Delivery may be delayed due to security conditions, lockdowns, pandemics, or events beyond the company’s and/or delivery company’s control.

Exchanges/Returns

Return shipping to us with two options:

▪ Return the item via courier – 30 ILS, to arrange and contact: info@kiannefrankfurt.com

▪ Return the item to our studio – free of charge, by prior arrangement with the studio team and during reception hours, to arrange and contact: info@kiannefrankfurt.com

▪ Sale items can be exchanged/returned within 5 days from the date of receipt.

Return/Exchange Policy

▪ Items can be returned within 14 days of receiving the shipment, along with the original invoice, and you will receive a full refund, credit, or exchange for another item. The return must be processed through customer service.

▪ Items cannot be returned without the original packaging, without a tag, or without the original invoice.

▪ To receive an exchange/return/credit, please contact customer service at info@kiannefrankfurt.com.

▪ A credit or refund to the credit card used for the transaction will be processed within 14 business days from the return of the product. We will cancel the transaction with the credit card company, so there is no need to contact them directly.

▪ If the item you selected is out of stock after the purchase, or if your credit card details were not recorded in the system, your order may be canceled by us. Our customer service will contact you for clarification and update.

Cancellation of Purchase Transaction by the User

The User may cancel the transaction made on the Site in accordance with the provisions of the Consumer Protection Law, 1981 (“Consumer Protection Law”), or alternatively, exchange the product for an equivalent replacement product or for a credit for future purchases, all as detailed below: a) A notice of cancellation of a transaction made on the Site can be given in any of the ways listed on the “Cancel Transaction” page on the Site, or by contacting customer service via email at info@kiannefrankfurt.com. b) Cancellation of the transaction after receiving the item by the User, not due to a defect in the product and/or non-conformity: The User may cancel the purchase transaction within 14 days from the day of receiving the item. The cancellation of the transaction can be done using one of the following options, at the customer’s choice:

1. Returning the item to the pickup point only by prior arrangement with the studio team, to arrange and contact: info@kiannefrankfurt.com.
2. Returning the item with the original packaging and tag via courier – 30 ILS.
3. Cancellation of the transaction due to a defect and/or non-conformity between the product and its details as presented on the Site: The User must check the item immediately upon receipt. If the item is received by the User when it is defective or if the item’s specifications differ from the specifications presented on the Site, the User may cancel the transaction within 14 days from the day of receiving the item via email to customer service and returning the product via courier.
4. In any case of a defect, the User is requested to inform the company within 48 hours of receiving the defective item.
5. For any inquiries regarding exchanges, returns, etc., please contact our customer service department via email at info@kiannefrankfurt.com.
6. In any case, the return of the product and the receipt of a refund, exchange for another product, or receipt of credit for future purchases, as the case may be, will be subject to the following conditions: a) Upon return of the product. b) A refund in case of transaction cancellation will be made by crediting the payment method used for the transaction within 14 days of receiving the request to cancel the transaction. c) Cancellation of a product purchased as part of a package will only be possible by canceling the transaction for the entire package. d) In the event of canceling a product purchased in a promotion that was conditional on purchasing additional items and/or purchasing a certain amount and/or any other condition, for calculating the refund amount and/or value of the exchange and/or the credit amount for future purchases to which the customer is entitled, if entitled, the original transaction will be canceled and reprocessed without the returned product, and accordingly, the value of the returned product at the time of cancellation will be calculated. e) Send us an email with the cancellation notice. Please include your full name, order/invoice number, and phone number for transaction identification and product details you wish to cancel.
7. The cancellation fee will be calculated based on the total transaction amount paid by the consumer, including transport fees to the consumer’s home. The amount of the cancellation fee will be 5% of the transaction value or NIS 100, whichever is lower. That is, when canceling a transaction worth more than NIS 2,000, no more than NIS 100 will be charged as a cancellation fee

Contact Information

For any additional questions or customer service inquiries, you can contact the company via email at info@kiannefrankfurt.com.