Shop FAQ

Hi! Welcome to the Mrs.Frollein shop :)

We pack and ship all the orders ourselves. It might take a bit longer but they are all filled with love!

FAQ

Where is the store based?

Saarbrücken, Germany.

Do you accept orders placed outside of the EU?

We sure do! But unfortunately, we are currently unable to ship to the USA and the US customs territory of Puerto Rico😞 You can find more information about this further down the page.

How long will it take to receive my order?

We ship on Tuesdays and Fridays and we ship from Germany 🙂
Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.

Can I track my package?

Yes, we ship all orders with tracking. The only exception applies to orders for postcards, which are sent by normal letter post without a tracking number so that the shipping costs remain low.

Can you sign the print or book?

Every print and every book is signed by the artist, Valérie Minelli, herself! If you want her to leave a special note, that’s no problem! Just leave a little note with your requests when you check out:)

My product arrived damaged. What do I do?

Defective Items

We ship all our products ourselves and take great care to ensure that we do not send any damaged goods. If you do receive a damaged product, please proceed as follows:

  1. Contact us within 3 days of receiving the product (note the tracking information) at hello@mrsfrollein.de
  2. Provide your order number, a brief description of the issue, and clear photographs of the defective item and packaging.
  3. Do not dispose of the packaging!

Once we confirm the issue, we will promptly send you a replacement at no additional cost. If a replacement is not available, we will issue a full refund.

Damaged Package

We pack our shipments with the utmost care to ensure that they arrive undamaged. If your package has been damaged during transport or shipping, make sure to take pictures of the damaged packaging and items. Do not dispose of the packaging! Please contact DHL DE or your local post office responsible for the delivery of letters and parcels.

Please note that we are unfortunately unable to replace goods that have been damaged during transport or through careless handling by the parcel delivery services and postal services.

What if something is wrong with my order?

If you have a problem with an order from this store, please contact us through the Contact Page.

Cancellation Policy

Placed orders can be canceled within 24 hours of purchase. Please write us with your order number. Click here for cancellation.

Duties, Taxes and Fees

Please note that fees, import taxes and customs duties may apply if you do not live in the EU. Your order will NOT be shipped Delivery Duty Paid (DDP). Therefore as the end customer and recipient of the shipment, you are responsible for paying any customs duties, taxes and fees that may apply. For more information, please contact your local customs office.

Shipments to the USA and the US customs territory of Puerto Rico

Unfortunately, we are currently unable to ship to the United States or the US customs territory of Puerto Rico. We ship our goods from Germany using DHL International Parcel and International Parcel Post. With this shipping method, postal goods are delivered directly to your letterbox by the United States Postal Service (USPS). Due to the US government’s new customs policy (Executive Order “Suspending Duty-Free De Minimis Treatment For All Countries” of 30 July 2025), DHL and other European postal services have suspended the shipment of postal goods to the USA. The reason for this is that the US Customs and Border Protection and USPS are currently still working out the exact processes and regulations for how postal shipments from Europe will be handled in the future. Once the relevant US authorities have finalised their processes and DHL has adjusted its shipping processes accordingly, we can hopefully resume shipping to the USA and the US customs territory of Puerto Rico.