You can always contact our Customer Service Team via Customerservice@francisbyfb.com

We're happy to help you with any questions or requests. Our team is available Monday through Friday.

Please do not send multiple emails or messages, or use both methods for the same question. This may result in a delay in our response. Thank you. ♥

We currently ship to: EU (European Union), Norway, Iceland, United Kingdom, United States, Canada, Mexico, North America, South America, Australia, New Zealand, Africa and Asia.

The postage costs are automatically calculated when Checkout

The shipping costs are excluding taxes and import duties for orders outside the EUThese additional costs are for your own account.

Your order will be shipped within 2-4 business days after the order is placed.

The Netherlands The delivery time within the Netherlands is 1 working day after the package has been shipped.

Europe Delivery time within Europe is 1-5 working days after the package has been shipped.

International Shipping the international delivery time is 7-10 business days after the package has been shipped.

Track & Route

Once you have placed the order, you will receive a confirmation and a track & trace link when the order has left our warehouse.

All orders are shipped from the Netherlands (EU).

• EU Customers: Prices include VAT. No additional duties or taxes apply.
• International customers (e.g. UK, USA, Switzerland, etc.): Local import duties, taxes, and customs fees may apply once your order arrives in your country. These charges are the customer's responsibility and are not covered by Francis by FB.
• If you refuse to pay import duties and the package is returned to us, we can refund your order minus the shipping costs and any fees charged to us by the carrier.

While we'd love to, we can't currently change or cancel an order once it's placed. We hope to offer a cancellation window in the future. If you're not satisfied with the item(s), please be sure to return them for a refund.

In some cases, confirmation emails unexpectedly end up in your spam folder. If you can't find the confirmation there either, you can always contact us via klantenservice@francisbyfb.com om To be sure, we'll check the status of your order. Do you have an account with us? Then you can always check the status of your order here.

Francis 30-Day Returns Policy

arranged in 2 minutes!

1. Complete the return form you received with your order.

2. Put the returned items back in a shipping bag or box.

3. Return the items yourself to our returns address. *Please keep the tracking code.

Please note that it is not possible to make a return if you live outside the EU.

Want to exchange an item for a different size or product? Simply reorder on our website and return the original item. Unfortunately, we don't currently offer any other exchange services.

Return costs
1.1 Return costs: The return costs are the responsibility of the consumer.

We currently do not accept returns from outside of the EU.

Non-returnable items
2.1 Hygiene items: For hygiene reasons, swimwear, headgear and jewellery cannot be returned.
2.2 Gift Cards: Gift cards cannot be returned or cancelled.
2.3 Sale items: Items purchased during a Christmas sale, end-of-the-year sale, sample sale, or other sale cannot be returned.

Refund options
3.1 Refund to original payment method: Refunds will be processed within 14 business days and credited back to the original payment method.
3.2 Refund to store credit: If applicable, you can also opt for a refund in the form of store credit.
3.3 Exchanges: Customers can exchange an item for another, provided the item is in stock. Sale items are excluded.

General return conditions
1.1 Unworn and original condition: All products must be unworn and in their original condition to be eligible for return or exchange.
1.2 Sale items: Items purchased during a sale cannot be returned or exchanged.
1.3 Original packaging and labels: The return must be made in the original packaging, including all associated labels and tags.

Damage to product or packaging
2.1 Depreciation in case of damage: If the product is damaged or the packaging is damaged more than is necessary to sell the product, we reserve the right to charge you for a reduction in value of the product, or to refuse and return the product.
2.2 Careful packaging: We request that you carefully pack the product when returning it, so that it is well protected during transport.

Defective, dirty or damaged products
3.1 Depreciation in case of defective, dirty or damaged product: If a product arrives to us in a dirty, defective and/or damaged condition, we reserve the right to charge you for a reduction in the value of the product, or to refuse and return the product.
3.2 Notification within 7 days: If a product is defective, dirty, and/or damaged upon receipt, you must contact us within 7 days of the delivery date to report this. Without timely notification, we cannot determine the cause of the problem.

Shipping risk and returns
4.1 Shipping risk: The shipping risk lies with the buyer.
4.2 Pre-shipment Inspection: All items are inspected by Francisbyfb before being shipped.

Voucher and returns
5.1 Credit voucher: If the original payment was made with a credit voucher and the order is returned, the amount will also be refunded via a credit voucher.

Exception to return
6.1 Sale items: Items purchased during a Christmas sale, end-of-year sale, sample sale, or other sale cannot be returned or exchanged. In the event of a return, a store credit will be issued.

These returns policy are designed to ensure a fair and transparent returns process. Adhering to these policies ensures smooth returns processing and ensures that all customers are treated equally.

Conditions for Depreciation on Defective/Dirty/Used Returns

1.General
These terms and conditions for depreciation apply to items returned to Francisbyfb that are defective, dirty, or used. In accordance with these terms, a depreciation fee of €12.50 to €17.50 may be charged on such returned items. Please read these terms and conditions carefully before making a purchase, as they may affect your returns policy.

2. Definition of Defective/Dirty/Used
2.1 Defect: An item is considered defective if it does not function properly or if there is significant damage that affects its usability or functionality.
2.2 Dirty: An item is considered dirty when it shows traces of dirt, stains or other impurities that cannot be removed without damaging the item.
2.3 Used: An item is considered used when it shows demonstrable signs of use, such as wear, scratches, missing parts or other changes that alter the original condition of the item.

3. Conditions for Depreciation
3.1 Returns Policy: Our returns policy allows customers to return items within 30 days of receipt. However, if an item is defective, dirty, or used, we reserve the right to charge a depreciation fee of €12.50 to €15.00.
3.2 Inspection: Upon receipt of a returned item deemed defective, dirty, or used, we will thoroughly inspect the item to determine its condition and degree of diminished value.
3.3 Assessment: Our assessment of the reduction in value is based on the nature of the defects, dirtiness or signs of wear, as well as the estimated costs for repair, cleaning or restoration of the item.
3.4 Costs: The depreciation will vary between €12.50 and €15.00, depending on the severity of the damage, stains or signs of use and the item.
3.5 Refunds: If a returned item is devalued, the remaining amount will be refunded within 14 days via the original payment method. (This does not apply to sale items.)

4. Communication
4.1 Notification: In the event of a reduction in value, we will contact the consumer to explain the reason and application of the reduction in value.

5. Warranty period

At Francisbyfb, we strive for the highest quality and customer satisfaction. That's why we offer a 30-day warranty on all products purchased from us, starting from the date of delivery.

During this warranty period, we guarantee that our products are free from material and manufacturing defects. If you notice a defect or problem with the product within this period, please contact our customer service immediately. We will do our best to resolve the issue quickly and to your satisfaction.

It's important to note that this warranty period applies to the quality and function of the product. Any damage resulting from normal wear and tear, improper use, or negligence is not covered by this warranty.

After the 30-day warranty period expires, we are no longer responsible for any issues with the product unless otherwise stated by the manufacturer.

We strive to provide our customers with an excellent shopping experience and are always ready to help. If you have any questions about our warranty terms, please feel free to contact us.

We recommend keeping an eye on our social media channels @francisbyfb for all the latest news on upcoming stock and launches. Dates and times will also be posted there.

If an item or a specific size Sold out If so, you can sign up to receive a notification when the product is back in stock.

To receive a notification when the selected item is back in stock, go to the product on the website and click on the size that Sold out is what you're interested in. Then enter your email address. You'll receive an email notification if and when new inventory is added to the website.