These terms apply when you buy from Frovelle on this website. Frovelle is a Dutch sole proprietorship (eenmanszaak):
You can reach us by email at support@frovelle.com.
These terms apply to every offer on this website and to every order you place as a consumer. You accept them when you place an order.
You can read, save and print these terms on this page at any time.
We may update these terms. Your order is covered by the terms as they were when you placed it.
We describe our products as accurately as we can. The ingredient list on the packaging is the one that counts. Colours and textures can look slightly different on your screen.
All prices are in euros and include VAT. You see the shipping costs separately before you place your order: see Shipping and returns.
If a price or description contains an obvious mistake, such as a price that is clearly far too low, we don’t have to deliver at that price. We will let you know, and you can cancel the order free of charge.
Our offer is valid while stocks last.
Your order is placed when you complete checkout and pay. That is when the contract between you and us is made. We confirm your order by email straight away.
If we can’t deliver a product after all, for example because it has sold out, we tell you as soon as possible and refund what you paid for it within 14 days.
Please check the details in your order confirmation, and let us know straight away if something is wrong.
You pay when you place your order, with one of the payment methods shown at checkout. Checkout and payment run on Shopify, our shop platform, and its payment partners. We never see your full card details.
You enter a discount code at checkout. It applies under the conditions given with the code. The welcome code from our newsletter works once, on your first order.
We deliver to the address you give at checkout. In the Netherlands your order arrives within 5 to 8 working days. For now we deliver within the Netherlands only.
We deliver within 30 days at the latest. If we can’t, we let you know and you can cancel your order free of charge. We then refund what you paid straight away.
Until your parcel has been delivered to you, or to someone you asked to receive it, any loss or damage is at our risk.
More about delivery times and costs: Shipping and returns.
You can change your mind. By law you can withdraw from your purchase within 14 days, without giving a reason. At Frovelle you get 30 days.
That period starts the day after you, or someone you named (not the carrier), receive the product. If your order arrives in more than one parcel, it starts the day after the last parcel arrives.
To withdraw, let us know within that period, in one of these ways:
You don’t have to use the model form. You are in time if you send your message before the period ends.
For health and hygiene reasons, you can’t withdraw from buying a sealed product once you have broken its seal after delivery. In skincare that seal is, for example, a foil seal under the cap, a sealed pump or protective wrapping.
So check a product before you open it. If a product arrives faulty or damaged, you keep your rights under the legal guarantee below, opened or not.
After you withdraw, we email you the return address. Send the product back within 14 days of withdrawing, well packed and in its original packaging where possible.
You pay the direct cost of sending it back, unless the product is faulty or we sent you the wrong one.
While you have the product, handle it with care: only unpack or look at it as you would in a shop. If it is worth less because you handled it beyond that, we may deduct the difference from your refund.
We refund everything you paid, including the standard shipping costs, within 14 days of receiving your withdrawal. If you chose a more expensive delivery method than our cheapest standard one, we don’t refund the extra.
We may wait with the refund until we have the product back, or until you show us you have sent it, whichever comes first.
We refund with the payment method you used, at no cost to you.
Our products must be what we promised and fit for normal use. This is your legal guarantee under Dutch law, and nothing in these terms limits it.
If a product is faulty or not what you ordered, email us at support@frovelle.com within two months of noticing, with your order number and, if you can, a photo. We then replace the product or refund you, as the law provides, and we pay for sending it back.
If a fault shows within one year of delivery, it is assumed to have been there on delivery, unless we show otherwise.
The guarantee doesn’t cover problems caused by using a product other than as the packaging directs, by storing it badly, or by using it after its expiry date or after the period after opening (the open jar symbol).
Not happy with something? Email us at support@frovelle.com with your order number and a clear description. We confirm your complaint and answer it within 14 days. If it takes longer, we tell you when you can expect an answer.
We are liable as Dutch law provides. Nothing in these terms limits the rights that mandatory consumer law gives you.
Dutch law applies to these terms and to your purchase. If you live in another EU country, you also keep the protection that the mandatory consumer law of your country gives you.
If we can’t solve a complaint together, you can take the dispute to court. As a consumer you can choose the court in the Netherlands or the court where you live.
Fill in and send this form only if you want to withdraw from your purchase. Our withdrawal form is quicker.
(complete and return this form only if you wish to withdraw from the contract)
To: Frovelle (Mohammad Shanati), Genielaan 25A, 2404 CH Alphen aan den Rijn, Netherlands, support@frovelle.com
(*) Delete as appropriate.