FAQ

Welcome to the GOFRANCK FAQ page! Here you’ll find answers to all your questions about our waterproof outerwear, care instructions, shipping, and more. If you need further assistance, feel free to reach out to our customer support team!

shipping

Are customs fees included in the price?

For certain countries outside of the European Union, an additional custom or import fee might be paid. This is not included in the price of the jacket or the shipping costs.

How can I track my order?

When your order is shipped, you receive an email with the shipping details and a track and trace code. You can use this code to keep an eye on the status of your parcel, the best way is to copy the code (remove the brackets) and fill it in on the DHL website. If you can’t see any information after a day of receiving the link, please reach out to us or DHL.

How much is shipping?

The shipping costs are different per area you’re in. For more information you can find our shipping policy here.

I can’t track my order, what now?

It can take up to a day for the track and trace code to work, so the best thing to do is wait and try later. If the track and trace code still doesn’t work after a day, please contact us or DHL about the status of your parcel.

I haven’t received my order yet?

There could be multiple reasons why you still haven’t received your order, please contact us or DHL with your track and trace number.

When will my order be shipped?

We aim to ship your order within two business days after placing the order. However, depending on your location, it can take a bit longer. You will get a shipping notification with tracking details, if you didn’t get there or you haven’t received your order within a week, please reach out to us.

sizing

I’ve ordered the wrong size; can I exchange it?

We offer free exchanges ☺ For more details you can find our return policy here.

What size should I get?

If you’re unsure about what size you should get, please consult our sizing chart.

general

Can I cancel my order?

If you want to cancel your order, please get in touch with us as soon as possible. Please state your name and order number, we will try to help you out. If our warehouse has already received your order, it is not possible for us to cancel your order. The best thing to do then is to reject the parcel when it gets delivered. The parcel will be sent back to us and will be processed as a return and you will get a refund send back to your account.

Can I receive a return label?

We want to discourage unnecessary transportation and because of this, we have chosen not to provide pre-paid shipping labels. For more information about shipping costs, please console our shipping policy here.

Do you have a store?

As of yet, we don’t have our own storefront. We do have multiple retailers, national and international, where you can find our items. If you’re looking for a retailer close to you, please get in touch with us!

How can I return my order?

You can find more details about our refund policyhere or on the return form included in your parcel.
Please do note that the item you want to return fit the criteria mentioned in our return policy to be eligible for a refund.

I like to try the jacket, where can I do that?

If you want to try on a jacket, please get in touch with us so we can find the closest retailer where you can have a look.

I want to exchange an item.

We offer free exchanges ☺ For more details and which criteria you should meet, you can find our return policy here.

The item I’m looking for is sold out, will it return?

All our stock is listed in our webstore, so if it is not available on our webstore, the item is sold out. Throughout the season there are some restocks, but this depends for example of returns from retailers or remaining inventory. This also means that even thought there might be a restock, not every item will be included. If you want to know if there are plans for a restock of the item you’re looking for, please contact us!

Warranty

Something is wrong with my GOFRANCK item.

If something is wrong with the quality of your item or you want to make a warranty claim, please send us an email at hello@gofranck.com with photos of the defect, what style and size jacket you have and where you bought it and we will help you as soon as possible.

B2B

I want to become an agent/distributor

If you’re interested in becoming an agent/distributor of our brand, please get in touch below or send an email to support@gofranck.com to discuss options.

We want to become a retailer carrying the brand

We’re always looking for new retailers who want to carry our brand. If you’re interested, please get in touch with us or send an email to support@gofranck.com to get in touch with our agent.

Product

Can I iron my jacket?

We recommend to use a steamer instead of an iron to eliminate wrinkles. An Iron could damage the waterproof coating and fabric of your item, which is why it shouldn’t be used.

How much rain can a jacket handle?

Depending on the water column pressure your jacket has, GOFRANCK jackets can withstand low to heavy rainfall. The waterproof rating is always mentioned in the product specifications.

How sustainable is GOFRANCK?

We’re actively working on making our brand as sustainable as possible. Each GOFRANCK is animal-free and made with high performance, toxin-free materials + trims that are built to last, so items can be enjoyed for a long time. Where possible, we also use sustainable materials, like the DuPont™ Sorona® fibre filling we use for our puffer styles. We’re also working om ways extend the longevity of your GOFRANCK with our warranty program or our Organotex x GOFRANCK Water Repellent Spray. Learn more about our sustainability here.

How to handle my jacket?

Mostly with love and care :), but if there’s a stain, you can also use a damp cloth and some gentle detergent to treat the spot. If your jacket needs a deeper cleaning, you can also use the washing machine at 30 degrees Celsius with a gentle detergent. In general, we recommend to hang your jacket up afterwards to airdry. To know if your jacket can be put in the dryer, you can consult the care label in the jacket, as that differentiates with every jacket. Please never use bleach, as that will cause damage to the fabric and waterproofness, and we don’t want that! Most items are made of a waterproof fabric that is additionally treated with a water repellent finish so moisture drops off the fabric. After you’ve loved your GOFRANCK for a while the finish might need a boost and we recommend to treat the jacket with our Organotex X GOFRANCK Water Repellent Spray so you can love your GOFRANCK longer.

Is there PFAS in a jacket?

All GOFRANCK garments are made free from harmful chemicals that could affect the environment or the person wearing the garment. Subsequently, there are no PFAS in GOFRANCK garments.

Is the total jacket waterproof?

How waterproof a jacket is depending on the material that’s being used and if the seams are taped. Most GOFRANCK jackets are fully taped, but not all. The waterproofness of the jacket is always mentioned in the style specifications.
Please also note that there is a difference between waterproof and water repellent. Waterproof jackets have all or critical seams taped and can withstand rain without being penetrated. With water repellent jackets, some moisture will bead off the fabric, but it can’t withstand rainfall or a lot of moisture. It is always mentioned in the style specifications how waterproof or water repellent a jacket is.

What does column pressure mean?

Imagine a square tube of 30 mm x 30 mm that is placed on top of the fabric and is filled with water while measuring the height of the water. The height of the water says something about the amount of pressure the fabric can withstand before the water will penetrate the fabric. That is how Water Column Pressure is measured. So, a Water Column Pressure of 20K means that the fabric can withstand 20.000 mm of water pressure.

Why do you have a spray to keep it water repellent?

The waterproof GOFRANCK items are made of a waterproof fabric that is additionally treated with a water repellent finish so moisture beads off. After some time, the water repellent finish gets worn off. To give this finish a boost and make the lifespan of your GOFRANCK longer, it is necessary to treat your jacket with the Organotex X GOFRANCK Water Repellent Spray from time to time.