CONTACT
I have a question, complaint or comment. How can I contact you?
You can always contact our Customer Service Team via klantenservice@francisbyfb.com.
We are happy to help you with any questions or requests. Our team only works from Monday to Friday.
Please do not send multiple emails or messages, or use both methods for the same question. This may result in delays in the response. Thank you ♥
DISPATCH
Do you ship worldwide?
We currently ship to: European Union, Norway, Iceland, UK, USA, Canada, Mexico, North America, South America, Australia, New Zealand, Africa, Asia.
What are the shipping costs?
- NL €5.95 (free above €100)
- Belgium €8.95
- France, Germany, Luxembourg, Spain, Italy €9.95
- Austria, Denmark, Poland, Portugal, Cyprus, Greece, Malta, Switzerland, Albania, Bosnia and Herzegovina, Bulgaria, Czech Republic, Iceland, Ireland, Monaco, Romania, Turkey €14.95
- Rest of the world €29.95
The costs will be displayed at the check out and exclude all taxes & duties.We do not cover these extra costs. Please keep in mind that it is not possible to make a return when you live outside of the EU.
How long will it take for my package to arrive?
Order before 16:00? Your order will be shipped the same day!
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 & Trace
Once you have placed your order, you will receive a confirmation and a track & trace link when the order has left our warehouse.
- NL €5.95 (free above €100)
- Belgium €8.95
- France, Germany, Luxembourg, Spain, Italy €9.95
- Austria, Denmark, Poland, Portugal, Cyprus, Greece, Malta, Switzerland, Albania, Bosnia and Herzegovina, Bulgaria, Czech Republic, Iceland, Ireland, Monaco, Romania, Turkey €14.95
- Rest of the world €29.95
ORDER
Can I cancel/change my order?
As much as we would like to, we are currently unable to change or cancel an order once it has been placed. We hope to offer a cancellation window in the future. If you are not happy with the item(s), please make sure to return them for a refund.
I placed an order, but I did not receive a confirmation email. Did my order go through correctly?
In some cases, the confirmation emails unexpectedly end up in the spam folder. Can't find the confirmation there either? Then you can always contact us via klantenservice@francisbyfb.com om to be sure and we will check the status of your order. Do you have an account with us? Then you can always check the status of your order here.
RETURNS and EXCHANGES
I want to return my order!
arranged in 2 minutes!
Your return must first be registered online. Start by filling in your order number and email address, choose the products and buy a return label via the link. Pay and receive a shipping label within 24 hours by email. You can find your order number in the confirmation email that you received from us immediately after your order.
CLICK HERE TO START THE RETURN PROCESS
Please keep in mind that it is not possible to make a return when you live outside of the EU.
Can I exchange my order?
Want to exchange an item for a different size or product? Then re-order on our website and return the original item. Unfortunately, we do not offer any other exchange service at this time!
If you are unable to register your order via our portal?
Please send the return yourself to our location, stating your name + order number:
Francis Returns
Heliconweg 52
8914 AT
Leeuwarden
Return conditions
Return costs
1.1 Return costs: The return costs are for the account 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 jewelry 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 Exchange: Customers have the possibility to exchange the article for another article. Provided the article is in stock. Excluded for sale articles.
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 shipment 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 the value of the product, or to refuse the product and return it.
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 the product and return it.
3.2 Notification within 7 days: If a product is defective, dirty and/or damaged upon receipt, you must contact us within 7 days after 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 checked by Francisbyfb before shipping.
Voucher and returns
5.1 Credit note: If the original payment was made with a credit note and the order is returned, the amount will also be refunded by means of a credit note.
Exception to return
6.1 Sale items: Items purchased during a Christmas sale, end-of-the-year sale, sample sale or other sale cannot be returned or exchanged. In case of return, a store credit will be issued.
These return conditions have been drawn up to ensure a fair and transparent returns procedure. Compliance with these conditions ensures a smooth handling of returns and guarantees that all customers are treated equally.
Conditions for Depreciation for Defective/Dirty/Used Returns
1. General
These terms and conditions for depreciation apply to the situation where items are defective, dirty or used and are returned to Francisbyfb. In accordance with these terms and conditions, a depreciation 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.
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 depreciation is based on the nature of the defects, dirt or signs of use, 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, depending on the severity of the damage, stains or signs of use and the article.
3.5 Refund: If a depreciation is applied to a returned item, 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 satisfaction of our customers. That is why we offer a 30 day warranty period on all products purchased from us, 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, we kindly ask you to contact our customer service immediately. We will do our best to solve the problem quickly and to your satisfaction.
It is 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 has expired, we are no longer responsible for any problems 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 conditions, please do not hesitate to contact us.
RESTOCKS
What other ways can I be informed about future stock and new launches?
We recommend keeping an eye on our social media @francisbyfb for all the news on upcoming stock and launches, the date and time will be posted there too.
What if the size I want is not available?
If an item or specific size is sold out, you can sign up to receive a notification when the product is back in stock.
How do I sign up for back in stock notifications?
To be notified when the selected item is back in stock, go to the product on the website and click on the sold out size you are interested in. Then enter your email address. You will receive an email notification if and when new stock is placed on the website.