Delivery & returns
Practical information about shipping and returns. Full legal terms are in our Online Store Terms and Conditions.
Shipping
We ship within Poland and internationally. In the cart you will see shipping information; the exact delivery charge is shown in the checkout order form before you place the order.
Free delivery applies to orders worth at least PLN 500.
Shipping methods
Within Poland:
- Insured courier — delivery to the address you provide at checkout.
Each parcel is insured to the order value and sent with tracking.
International delivery: courier partners working with Froart.
Click & collect: available at our Kraków showroom, ul. Gołębia 10 — please contact us first to arrange a time.
Lead times
| Product type | Lead time |
|---|---|
| Ready-to-ship products | 1–3 business days |
| Modified products (e.g. resizing, chain shortening) | Up to 10 business days |
| Products manufactured after order placement | Up to 30 business days |
Lead time is counted from when payment is received. You will receive tracking details by email once your order ships.
We recommend checking your parcel on delivery. If it is damaged, draw up a damage report with the courier.
Right of withdrawal
As a consumer (or sole trader with consumer rights), you may withdraw from a distance contract within 14 calendar days of receiving your order — for any reason. The legal basis is the Polish Consumer Rights Act of 30 May 2014.
Deadline
The 14-day period runs from the day you take possession of the product. You then have a further 14 days from submitting your withdrawal statement to send the product back.
How to withdraw
The primary way to exercise your statutory right of withdrawal is our online withdrawal form on the Right of withdrawal page — no account or password required. The form asks for your full name, order number, whether you are returning the entire order or part of it (product name and SKU), and your email. We confirm receipt of your statement by email with the date and content of your statement.
You can also submit a return request from order history in your customer panel — a return option appears next to eligible orders. Guests can open the panel with the email from checkout and a one-time code (no password).
You can also reach the form via the footer policies row and the button Submit withdrawal.
Alternatively, you may email your withdrawal statement to request@froart.pl with your order number, identifying details, the date of the statement, and the products concerned. You may use the template below — it is optional.
If you use email, we will confirm receipt of your statement by email (durable medium).
Withdrawal statement template
To: FIRMA JUBILERSKA FROART S.C. ERWIN FRONT, ANDRZEJ FRONT, ul. Gołębia 10, 31-007 Kraków, Poland, request@froart.pl
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*): …
Order number: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …
(*) Delete as appropriate.
How to return a product
- Prepare your parcel. If possible, include proof of purchase and return the product with its packaging and tags. Lack of packaging or tags alone does not deprive you of the right of withdrawal. You may handle and inspect the product only to the extent necessary to establish its nature, characteristics, and functioning.
- Send to: ul. Gołębia 10, 31-007 Kraków, Poland. When you withdraw from your purchase, return shipping is free — we send return instructions (including a return label, if applicable) after your withdrawal is confirmed.
- Free return shipping when you exercise your statutory 14-day right of withdrawal.
- We do not accept cash-on-delivery shipments or returns sent to parcel lockers or collection points.
- We do not accept returns at the physical store.
- Exchanges are only possible by returning the product and placing a new order.
Effects of withdrawal
We will reimburse you without undue delay and no later than 14 days from the day we receive your withdrawal statement. We may withhold reimbursement until we receive the returned product or proof that you have sent it back, whichever occurs first.
- we refund the product price,
- we refund delivery costs in the amount of the cheapest shipping option offered by Froart,
- funds will be returned using the same payment method used at checkout.
If the value of the product is diminished as a result of use beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund accordingly.
Exceptions to the right of withdrawal
- products made to your individual specifications or clearly personalised (Art. 38(1)(3) of the Polish Consumer Rights Act),
- products modified at your individual request after the contract is concluded, where the statutory exclusion applies (e.g. individual engraving, stone or metal change, bespoke design).
Not sure? Contact us before sending: froart@froart.com.
Complaints
If your product is defective or not as ordered, submit a complaint by email to froart@froart.com or in person at ul. Gołębia 10. Include proof of purchase, order number, and a description of the defect.
We will respond to your complaint within 14 days of receiving it. Failure to respond within that period means the complaint is deemed accepted to the extent and on the terms provided by law. Full rules on conformity of goods with the contract are in our Terms and Conditions (section 7).
Full legal terms
This page is an operational summary. Binding legal provisions — including definitions, carrier liability, complaint exclusions, and final provisions — are set out in our Online Store Terms and Conditions.
Questions? froart@froart.com · Contact
