Return and Refund Policy

Handmade & Limited Products

Due to the handmade and limited nature of our products, we do not accept returns or exchanges except as required by law. This means you may only excercise your statutory right of withdrawal if the product is not custom-made or personalized and is returned within the legal withdrawal period.

Statutory right of withdrawal: You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day you or a third party named by you (who is not the carrier) received the goods. To exercise your right of withdrawal, you must inform us by means of a clear statement (e.g. e-mail) of your decision to withdraw from this contact.

Please include the following information in your withdrawal information: Orderdate, Name of consumer, Adress of consumer (billing & shipping adress), number and description of goods. If your send your withdrawal not by letter please include the signature of consumer.

Contact: E-mail: hello@mrsfrollein.de, Adress: Minelli & Minelli GbR, Mainzer Str. 46, 66121 Saarbrücken, Germany

Please review product descriptions, dimensions, and images carefully before purchasing. If you have any questions about an item, feel free to contact us at hello@mrsfrollein.de before placing your order.

No Returns or Exchanges for Personalized or Custom-Made Items

Producsts that are made to order, personalized, or clearly tailored to the customer’s wishes are excluded from the right of withdrawal according to § 312g (2) No. 1 BGB.

Lost or Misdelivered Packages

We are not responsible for claims related to packages marked as “Delivered” by the carriers or post services. Once the package is confirmed as delivered by the carrier, we cannot file claims or issue replacements, as delivery confirmation indicates that the order has reached the address provided. In such cases, we recommand checking with neigbours, your local post office, DHL or building management for further assistance.

If a package is returned to us due to an incorrect, incomplete, or undeliverable shipping adress provided during checkout, we will refund 50 % of the order value (products only) to cover handling and processing costs. Shipping fees are non-refundable.

Damaged or Defective Items and Packages

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 delivery (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 until the matter is solved!

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

Damaged Packages

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.

Cancellation Policy

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