Questions? We’ve got you.

We pack fast, so changes or cancellations are only possible right after you’ve placed your order. Email us straight away at customerservice@francisbyfb.com with your order number and we’ll do our best.

Once your order has been processed, it can’t be changed or cancelled anymore.

Email us asap at customerservice@francisbyfb.com with your order number and the correct address.

• Not shipped yet? We’ll update it for you.
• Already shipped? We can’t change it anymore, but the carrier might be able to redirect your parcel. Contact them via your tracking link.

💡 Tip: always double-check your address before you check out.

Your order ships within 1 business day. After that:

• Netherlands: 1–2 business days
• Europe: 2–5 business days
• Worldwide: 3–7 business days

Ordered a pre-order item? The delivery time starts once your pre-order ships. You’ll find the expected date on the product page.

Yes! Shipping is free from €150 in the Netherlands and most EU countries. Below that, or outside the EU, the shipping cost is calculated at checkout before you pay. No surprises.

See all shipping costs per country →

We do! Delivery time and shipping costs depend on your location and are shown at checkout. Can’t select your country? Email us at customerservice@francisbyfb.com and we’ll check what we can do.

Inside the EU: no extra costs, ever.

Outside the EU: your local customs may charge import taxes or duties. These aren’t included at checkout and are paid by the buyer.

So annoying, we know. Quick checklist first:

• Ask neighbours or people you live with
• Check your mailbox and any safe spots around your home
• Check your email/tracking: it may be at a pick-up point

Still nothing? Email us at customerservice@francisbyfb.com with your order number and tracking details, and we’ll start an investigation with the carrier right away.

Track your order →

100% secure payment with

You’ll see the options available in your country at checkout.

Yes! With Klarna you can pay later or split your payment, depending on your country. Just pick Klarna at checkout.

Nothing’s wrong with your card or your order! Nordic banks sometimes block payments in euros to international webshops as a security measure.

The easy fix: pay with Klarna. It’s fully supported by Scandinavian banks, so your payment won’t be blocked.

1. Go back to your cart
2. Head to checkout
3. Choose Klarna and follow the steps

Still stuck? Email us at customerservice@francisbyfb.com.

Quick check:

• Codes can’t be combined with other discounts or each other
• Welcome code? Make sure you’re subscribed to our newsletter
• Can’t find your code? Check your spam folder

Still not working? Send us a screenshot at customerservice@francisbyfb.com.

Yes, if you’re in the EU. You have 30 days after delivery to return your item, as long as it’s unused and in its original condition.

Return shipping is paid by you, unless your item is defective or we sent the wrong one. Orders from outside the EU can’t be returned.

Easy: register it in our returns portal, print your label and drop off your parcel.

Start your return

We don’t do direct exchanges. Just return your bag (EU only) and place a new order for the one you want.

💡 Tip: order your new bag first, so your favourite colour doesn’t sell out in the meantime.

• It girl bag: 40 x 32 x 16 cm, fits a 16" MacBook
• Mini it girl bag: 25 x 20 x 12 cm, for your daily essentials
• Mini muse bag: 30 x 19 x 9 cm

Exact measurements for every model are on the product page.

Shop the It girl bag →

100% genuine, untreated cowhide leather, handmade in Italy in small batches. That’s why every bag has its own natural character, and why it gets better with time.

Totally normal. Untreated, genuine leather has a natural scent. It fades within a few days to weeks. Leave your bag open in a well-ventilated room to speed things up.

• Use a leather protect spray before first use and every 3–6 months
• Clean with a slightly damp cloth and mild soap. Never soak it
• Light colours: avoid contact with dark fabrics like denim (colour transfer)

Get the Francis Leather Protect Spray →

Of course! Add our Signature Francis gift box to your order and it arrives ready to give.

Add a gift box →

Yes! Our warranty covers manufacturing defects.

See what’s covered →

Stains count as wear and tear, so they’re not covered. We recommend a professional leather cleaner. Prevent it next time with our protect spray.

Not sure if your issue qualifies? Just email us at customerservice@francisbyfb.com.

We replace it with the same item where possible. Is it no longer available? Then you can pick a different colour.

So sorry! Email us within 7 days of delivery at customerservice@francisbyfb.com with your order number and a photo or video of the damage. We’ll sort it out asap.

Oops, our bad! Email us at customerservice@francisbyfb.com with your order number and a photo of what you received. We’ll send the right one right away.