FAQ


If you cannot find the answer to your question below, please contact us here or via our email address assistance@friluk.com.

Shipping

are you shipping internationally?

Yes, effective from July 2017, we are now shipping internationally, to all countries.

how much does shipping cost?

  • UK: FREE shipping on all orders
  • Europe: shipping is FREE for orders above $50 USD. For orders under $50 USD, we charge a flat rate of $3 USD
  • Rest of the World: FREE shipping on all orders

when will my order be shipped?

We ship orders from Monday to Friday (excluding UK Bank Holidays). We aim to dispatch orders within 24 hours after they are confirmed.

how long will it take for my order to arrive?

Shipping usually takes 1 business day within the UK, 5 to 7 business days in Europe and 7 to 10 business days for the rest of the World.

For orders shipped out of the UK/EU: you may experience a longer delay due to customs clearance procedure at destination. If you need help, do not hesitate to contact us here or via our email address assistance@friluk.com

Orders, Refunds and Exchange

can i track my order?

We ship our parcels with a tracking number for orders above $50 USD only. Once your order has been shipped, you will receive a notification by email including a link to track your order with our shipping partners.

Can i cancel my order?

If you wish to cancel your order, please contact us immediately here or via our email address assistance@friluk.com . We can cancel orders during business days only and so long as your order has not yet been shipped.

Once your order has left our warehouse, we won't be able to cancel it.

Can i exchange my product?

Yes, you can exchange your item within 30 days from when you have received your order. Please contact us here or via our email address assistance@friluk.com first.

Note that your item must be returned to us in its original packaging and unused. As per our policy, the customer is responsible for shipping a product back to us. We recommend sending your item with a tracking number. Friluk cannot be held responsible for any lost or damaged parcel.

Your item must be returned to the following address:

Friluk Ltd
19 Wingrove Road
RG30 2BX
Reading
United Kingdom

can i return an item?

Yes, you can return your item for any reason, within 30 days from when you have received your order. Please contact us here or via our email address assistance@friluk.com first.

Note that your item must be returned to us in its original packaging and unused. As per our policy, the customer is responsible for shipping a product back to us. We recommend sending your item with a tracking number. Friluk cannot be held responsible for any lost or damaged parcel.

Your item must be returned to the following address:

Friluk Ltd
19 Wingrove Road
RG30 2BX
Reading
United Kingdom

can i return a sale item?

Yes, the same policy applies for items purchased at a discounted price.

how long does it take to process a return?

We aim to process returns within 1 business day.

how does the refund process work?

Refunds are made using the same payment method that you have used when placing your order. Once your return is processed, a refund will be issued and your credit will be available on your account within 3 to 5 business days. We will notify you by email once your refund has been issued.

are shipping costs refunded if I return an item?

No. You will be credited with the amount corresponding to the products purchased, however, shipment costs (if applied) will not be reimbursed.

Product Warranty

are your products warranted?

All our products are warranted against defects or malfunction for 1 year starting from the date of purchase. If your item is eligible for our warranty policy we will send a replacement (same model and color). If we no longer have your item in stock, we will issue a refund.

Please note that because cork and bamboo are natural materials, the delivered item may slightly differ in color and grain from the one presented on our website.

WHAT DOES YOUR WARRANTY POLICY COVER?

Examples of qualifying manufacturing defects include: problems with zipper, magnet button, loose stitching or lining, hardware malfunction, broken parts. Please note that our warranty does not cover lost or stolen items, improper care, normal wear and tear, neglect or accidents. Replacement for warranted items is only done once.

MY PRODUCT IS DEFECTIVE, WHAT DO I DO?

Please contact us here or via our email address assistance@friluk.com first.

If your item is eligible for our warranty policy we will send a replacement (same model and color). If we no longer have your item in stock, we will issue a refund.

Replacement: after inspection, a replacement will be shipped to you.
Refund: once the item is returned to us and it has been inspected, a refund will be issued.

As per our policy, the customer is responsible for shipping a product back to us. We recommend sending your item with a tracking number. Friluk cannot be held responsible for any lost or damaged parcel.

Your item must be returned to the following address:

Friluk Ltd
19 Wingrove Road
RG30 2BX
Reading
United Kingdom

Cork Fabric

How does the cork fabric feel?

The best way to describe it is as smooth as the top of a (vegan!) brie cheese. Seriously speaking, it is extremely soft, many of our customers are amazed by how smooth it is compared to leather. It feels extremely warm.

How durable is the cork fabric?

Our cork wallets and purses are very sturdy and are made to last. The specific honeycomb structure of cork makes it highly abrasion resistant and has a high friction coefficient. Cork is also naturally water repellent, stain resistant and scratch-proof. With the improvements made in the last years, cork fabric is now as durable as leather.

why is cork considered a sustainable resource?

Cork oak trees can live anywhere from 200-300 years. The first harvesting of the cork does not occur until the tree reaches about 90 cm in circumference, this is to ensure that the tree is healthy. After that, trees will be harvested every 9 years, once they reach maturity. The harvest process does not harm the tree; only the bark is stripped to harvest the cork. Afterwards, the tree continues to live and grow; as soon as the tree is harvested, it begins the process all over again.

how do i clean my wallet or purse made of cork?

Simply wipe the stain with a soft damp cloth. Cork is naturally water repellent, so there is no risk of damaging your product. We've found out that baby wipes work also very well. For more information, please see our article: how to clean your cork wallet or handbag.

FRiLuk

how do you pronounce "friluk"?

As you would say "free" and "luck". FRiLuk comes from the 3 countries that our founders are connected to: FRance, israeL and the uk.

WHO DOES DESIGN YOUR PRODUCTS?

We design the majority of our products; however some have been designed by designers working directly with our suppliers. We often work from a base and then customize it to our customer's needs. We also design products entirely from scratch.