Fraquane Delivery Policy

Version effective as of August 10, 2026
Last updated: August 10, 2026

Preamble — Our Delivery Commitment

This Delivery Policy explains the terms for preparing, shipping, transporting, tracking, and delivering orders placed with Fraquane SAS.

It applies to the shop.ps.fr store, to orders accessible from ps.fr, account.ps.fr, and the domains operated by Fraquane, subject to the specific information displayed on the product page, in the cart, or at checkout.

It complements the General Terms and Conditions of Sale, the Return and Refund Policy, the Privacy Policy, and the Legal Notice. In case of conflict, the information explicitly accepted at the time of the order and mandatory legal provisions prevail.

Article 1 — Seller Identity

The sales concerned are made by:

Fraquane SAS
Société par actions simplifiée with a capital of €500
Registered office: 171 Rue des Fontaines, 31300 Toulouse, France
Toulouse RCS / SIREN: 794 817 296
SIRET: 794 817 296 00013
VAT number: FR34794817296
Email address: support@ps.fr

Article 2 — Scope

The Policy applies to physical products for which delivery is offered at the time of order. Digital content, services provided exclusively online, dematerialized cards, and services not involving physical shipment are subject to specific conditions indicated before purchase.

Certain products, sellers, warehouses, destinations, or carriers may be subject to specific conditions clearly displayed before the order is confirmed.

Article 3 — Service Areas and Countries

The actually available destinations are those offered during the checkout process. The display of a country, language, or currency on a site does not guarantee that delivery is possible to any address in that country.

Fraquane may exclude certain remote areas, territories, P.O. boxes, military addresses, pickup points, or destinations subject to logistical, regulatory, customs, or security restrictions. Any known exclusion is indicated before the conclusion of the order whenever possible.

Article 4 — Delivery Address

The Customer must provide a complete, accurate, and accessible address, including in particular the recipient's name, street number and name, any useful additional details, postal code, city, country, and a valid contact method when required by the carrier.

The Customer must check this information before payment. Fraquane cannot guarantee the modification of an address after validation, especially when preparation or shipping has begun.

Article 5 — Error, incomplete address or requested change

Any error must be reported immediately to support@ps.fr with the order number. Fraquane will reasonably attempt to transmit the correction, without guarantee of success.

The actual costs of rerouting, reshipping, or return caused by an incorrect or incomplete address attributable to the Customer may be charged to them, within the limits allowed by law. No additional costs are applied when the error is attributable to Fraquane or its service provider.

Article 6 — Validation and preparation

Preparation begins after order validation, payment authorization, and necessary checks, including those related to availability, security, and fraud prevention.

An order requiring additional verification may be temporarily suspended. Fraquane may request strictly necessary information, without ever asking for the account password or the full card security code.

Article 7 — Business days and indicative cutoff time

Unless otherwise indicated, preparation times are counted in business days and do not include Saturdays, Sundays, public holidays at the processing location, or announced closure periods.

An order received after 18 h, Paris time, may be considered as received on the next business day for internal organization. This cutoff time does not constitute any promise of same-day shipping.

Article 8 — Product availability

Displayed availability is updated with reasonable care, but a stockout, stock error, or supply impossibility may be noted after the order.

Fraquane then informs the Customer as soon as possible and proposes, depending on the situation and applicable law, to wait, accept an equivalent solution with express agreement, cancel the unavailable item, or obtain a refund of the corresponding amounts.

Article 9 — Displayed delivery times before the order

The delivery time or date shown on the product page, in the cart, or during payment constitutes the information applicable to the order. It may differ depending on the product, warehouse, destination, shipping method, and period.

When a 14 jours estimate is displayed, it constitutes the estimated time corresponding to the product and the destination concerned, unless a more precise express commitment is made. The order summary allows the Customer to retain the accepted information.

Article 10 — Absence of a specific date or deadline

When no date or deadline has been agreed upon, Fraquane delivers without undue delay and at the latest within the applicable legal period. For a consumer contract subject to French law, this period is generally thirty days after the conclusion of the contract.

This rule does not reduce more favorable rights resulting from a contractual commitment, mandatory regulation, or the consumer's country of residence.

Article 11 — Delivery Fees

The applicable fees are displayed before final confirmation. They depend in particular on the destination, weight, volume, value, carrier, level of service, and any possible promotion.

A delivery advertised as free cannot give rise to ordinary transportation charges that were not indicated before payment. Taxes or import formalities may, however, fall under the article related to customs.

Article 12 — Methods and Carriers

The available methods are presented during payment. Fraquane may entrust the shipment to one or more carriers or logistics partners suitable for the destination and the product.

The name of a carrier displayed before purchase is honored when it constitutes an agreed characteristic. A reasonable substitution can occur when it does not reduce the essential level of service and does not deprive the Client of a right.

Article 13 — Split Shipments

An order including several products may be prepared in different warehouses and delivered in several packages, on different dates. Each package may receive its own tracking number.

A split shipment decided by Fraquane does not incur additional delivery fees that were not agreed upon. The Client must wait for the delivery of all announced packages before reporting a missing item.

Article 14 — Shipping Confirmation

When a package is handed over to the logistics network, a confirmation can be sent by email or made available in the customer account. It may include the carrier, tracking number, and a consultation link.

Activating tracking may require a technical delay after the label has been created. The creation of a number does not necessarily mean that the package has already been physically handled.

Article 15 — Order Tracking

The Client can use the tracking page indicated by Fraquane, their space on account.ps.fr, or the official carrier website. Tracking information partially comes from external providers and may be updated with a delay.

In the event of prolonged lack of movement or contradictory information, the Customer may contact support@ps.fr specifying their order number and, if available, their tracking number.

Article 16 — Delivery of the package

Delivery is made to the address, pickup point, locker, or according to the duly chosen instruction. The carrier may require a signature, a code, an ID, or any proportionate verification.

The Customer must only provide a delivery code at the time of actual delivery. Fraquane never requests an account password to deliver a package.

Article 17 — Absence of the recipient

In case of absence, the carrier may attempt a new delivery, leave the package at an authorized point, request rescheduling, or return the package according to its procedures.

The Customer must check notifications and collect the package within the indicated period. When the package is returned due to repeated absence or non-collection attributable to the Customer, the consequences are handled in accordance with the law, the General Terms and Conditions of Sale, and the article relating to returned packages.

Article 18 — Transfer of risks

For a consumer, the risk of loss or damage is transferred when the Customer, or a third party designated by them other than the carrier proposed by Fraquane, takes physical possession of the good.

If the Customer chooses a carrier themselves that was not proposed by Fraquane, the transfer may occur when the good is handed over to that carrier, in accordance with applicable regulations.

Article 19 — Verification upon receipt

The Customer is invited to promptly check the exterior condition of the package, the number of packages, and the apparent conformity of the products. When damage is visible, it is advisable to make precise notes with the carrier and keep the packaging, labels, and photographs.

The absence of remarks does not remove legal guarantees or the consumer's mandatory rights. However, it may make establishing the facts more difficult.

Article 20 — Damaged package or missing product

A damaged, opened, incomplete package or a package containing a deteriorated product must be reported as soon as possible to support@ps.fr. The report must include the order number, a description of the problem, and, when possible, readable photographs.

When the Customer has chosen and paid for the Protection Expédition Seel option when adding to the cart, they can submit a claim to Seel, Fraquane's insurance partner, for a damaged item received, according to the criteria, exclusions, deadlines, and supporting documents provided by the terms of this protection. Seel then seeks the solution provided by these terms.

If the option was not purchased, the Seel protection does not apply. Fraquane nevertheless examines any non-compliance, damage occurring before delivery, or legal obligation for which it remains responsible and proposes the legally appropriate solution.

Article 21 — Delivery Delay

A delay may result from preparation, transport, high activity, customs formalities, an address to verify, a weather event, or an external incident. Fraquane provides the useful information it has.

When the Customer has subscribed to Protection Expédition Seel, a delay meeting the eligibility criteria of this protection can be the subject of a claim to Seel. The mere existence of a delay does not automatically guarantee compensation: the applicable conditions determine eligibility and the solution.

When delivery does not occur on the agreed date or within the agreed time, the consumer may formally request that Fraquane execute the delivery within an additional reasonable period, then terminate the contract under the legal conditions if delivery still does not take place. Immediate termination may be possible when the date was an essential condition or in case of refusal to deliver.

Article 22 — Parcel Marked as Delivered, Not Received, or Stolen After Delivery

If the tracking indicates "delivered" while the parcel has not been received, the Customer must check the address, the people present, authorized neighbors, the concierge, the pickup point, and the carrier's information, then contact support@ps.fr promptly.

Fraquane may open an investigation with the carrier and request the reasonably necessary elements. This investigation does not deprive the consumer of their rights against the seller when risks have not been validly transferred.

In the case of theft after delivery, Protection Expédition Seel can only intervene if it was chosen when adding to the cart and if the claim meets the applicable conditions. Without subscription, theft after regular risk transfer is not covered by Seel, without prejudice to liability legally attributable to Fraquane or the carrier.

Article 23 — Parcel Loss

A package is only considered definitively lost after confirmation from the carrier or the expiration of a reasonable investigation period, without prejudice to the Client's legal deadlines and remedies.

When Protection Expédition Seel has been chosen in the shopping cart, the Client can send their request to Seel for a lost package that meets the conditions of the protection. The partner then provides the solution specified by the protection contract.

When protection has not been subscribed to, Seel does not intervene. If the loss is established before the transfer of risks, Fraquane remains obliged to the solution imposed by law and offers, according to applicable rules and availability, a new shipment or the refund of the amounts due.

Article 24 — Protection Expédition Seel Option

The Protection Expédition Seel is an optional service offered when adding a product to the cart. It only applies if the Client has expressly selected it and its price appears in the order. Its exact scope, exclusions, limits, proof requirements, and deadlines are defined by the Seel conditions presented to the Client.

Subject to these conditions, protection may cover:

• a lost package that does not arrive;
• a damaged item received in damaged condition;
• a theft after delivery;
• an eligible delay meeting the specified criteria.

The request process includes three steps:

1. Access the Seel service. After choosing protection when adding to the cart, the Client receives an email from the Seel insurance partner and can submit their request directly to them.
2. Case review. The partner's team verifies the submitted elements and informs the Client at each stage, generally within 24 à 48 heures.
3. Solution provided. According to applicable conditions, the solution may notably include a full refund of the price of the item contained in the package. Seel determines and implements the response covered by the protection.

Fraquane facilitates the Client's guidance but does not decide on behalf of Seel the eligibility of a claim covered by this insurance. The refusal, absence, or expiration of Seel protection never removes the legal guarantees or mandatory obligations that directly fall on Fraquane as the seller.

Article 25 — Customs, Taxes, and Import

For cross-border delivery, customs duties, import taxes, presentation fees, or local formalities may apply. Their coverage is indicated before the order when known and depends notably on the destination and the method of sale.

When these amounts are not included, they may be claimed by the authorities or the carrier from the recipient. Fraquane does not present a delivery as "free of charge" if it knows that additional mandatory fees will be due without informing the Client.

Article 26 — Product restrictions and compliance

Some products may be subject to transportation, age, quantity, battery, material, license, import, or local usage restrictions. Fraquane may refuse or cancel a shipment that is impossible or illegal and will then refund the amounts concerned in accordance with the law.

The Client must comply with the import and usage rules applicable to their destination when these legally fall under their responsibility.

Article 27 — Return to sender

A parcel may be returned to Fraquane or its partner due to an incorrect address, refusal, non-collection, local prohibition, customs incident, or unsuccessful delivery attempts.

After receipt and identification of the parcel, Fraquane contacts the Client or processes the order according to the circumstances. A new shipment may require payment of actual costs when they are due to the Client's fault; no unjustified deduction is made.

Article 28 — Force majeure and external events

Fraquane is not responsible for a delay or failure resulting from an event meeting the legal criteria of force majeure. Strikes, disasters, conflicts, cyberattacks, general outages, administrative decisions, health crises, or major disruptions may also affect delivery according to their nature.

Fraquane informs the Client when reasonably possible, seeks a proportionate solution, and applies the mandatory refund or resolution rights that remain applicable.

Article 29 — Claims and assistance

Any question or claim related to delivery can be addressed to: support@ps.fr.

The message should ideally specify the name used for the order, the order number, the destination, the tracking number, the difficulty encountered, and any supporting documents. Passwords or bank cryptograms should never be transmitted.

Article 30 — Returns, withdrawal, and refunds

Delivery, the right of withdrawal, product compliance, and returns are separate matters. The conditions for returns, deadlines, exceptions, and refund procedures are detailed in the Return and Refund Policy and in the General Terms and Conditions of Sale.

No provision of this Policy limits the legal right of withdrawal, statutory guarantees of conformity and hidden defects, nor the remedies due in the event of non-delivery.

Article 31 — Personal data related to delivery

The necessary contact details may be communicated to carriers, warehouses, tracking service providers, customs services, and partners strictly involved in the execution of the order.

The purposes, legal bases, durations, transfers, and rights are detailed in the Fraquane Privacy Policy. Delivery data must not be used by a service provider for its own marketing without a valid legal basis.

Article 32 — International accessibility

The Policy is offered in several languages. The French version constitutes the reference version, subject to mandatory provisions applicable in the consumer's country.

An unknown or unsupported language must display the English version and must never be automatically replaced by French.

Article 33 — Modification of the Policy

Fraquane may update the Policy to reflect legal, logistical, customs, contractual, or technical developments. The version applicable to an order is the one accepted at the time it was placed, without prejudice to a more favorable or legally mandatory modification.

The update date appears at the top of the document. Substantial changes do not apply retroactively to the detriment of the Customer.

Article 34 — Applicable law

The Policy is governed by French law. This choice does not deprive the consumer of the more protective mandatory provisions of their country of residence when applicable.

The rules for mediation and dispute resolution are set out in the General Terms of Sale.

Article 35 — Summary contact details

Fraquane SAS
Capital: €500
RCS Toulouse / SIREN: 794 817 296
SIRET: 794 817 296 00013
VAT: FR34794817296
171 Rue des Fontaines, 31300 Toulouse, France
support@ps.fr

Annex — Checks before publication

Before publication, Fraquane must verify:

• the countries and areas actually served;
• the delivery times displayed by product, destination, and carrier;
• the estimate of 14 jours and the cut-off time of 18 h when they are used;
• the delivery fees and customs rules displayed at payment;
• the availability of tracking pages and the customer area;
• the operation of the Protection Expédition Seel option, its emails, and its request process;
• the compliance of the criteria “lost package,” “damaged item,” “theft after delivery,” and “eligible delay” with the current Seel conditions;
• the support@ps.fr email address and legal contact details;
• the consistency with the Terms and Conditions of Sale and the Return and Refund Policy;
• accessibility from the footer on desktop, tablet, and mobile;
• the functioning of the 20 languages and the return to English for any unknown locale.

No internal estimate, carrier information, Seel coverage, or unverified customs rule should be presented as a contractual guarantee.