FREQUENTLY ASKED QUESTIONS

My return has not yet been processed, what is the processing time?

We use a processing time of 14 working days after receipt.

Once your returned item has been received and inspected, you will be notified by email. You will also be notified of the approval or rejection of your refund request. We therefore request that you do not email before the processing time.

I have a question about my order, how can I get in touch?

Email our customer service customerservice@francisbyfb.com.

We strive to help everyone as quickly as possible.

What is the delivery time?

Our delivery time is ordered before 23:00 = shipped TODAY.

I have not received a confirmation email, what now?

Sometimes our mail ends up in the spam box. So check this first. Don't you have the email here? Then we may have an incorrect email address for you. Email our customer service so we can help you further.

I have ordered several times and want to return something from different orders, how can I do this?

You can return all items in 1 package. This must be within 30 days of receipt.

I returned an order, when will I get my money back?

As soon as the return has been received and checked by us, we will process it within 14 working days and the amount will be refunded.

I entered my address incorrectly, and the package has already been sent, what now?

The responsibility for filling in the correct address details lies with the customer. That does not alter the fact that we find it an annoying situation and will do everything we can to ensure that the package still arrives. In this case, please send us an e-mail so that we can start an investigation for you at PostNL/Dhl.

Where is my order?
You will receive an email confirmation when we have shipped your order. In this confirmation you will also find the track & trace number.

Can I change or cancel my order?
Send us an email with your order number and the reason. As soon as it has not yet been shipped/processed, we can change/cancel the order.

My order arrived defective, what should I do?

Send us a clear photo of the defective item by e-mail immediately after receipt, we will come up with an appropriate solution!