FAQ

Q1 What is Click & Collect?

A1 Besides delivery to a Hong Kong address, you could also pick up your hk.francfranc.net order at a designated Francfranc store. (Except Macau & Taiwan)

"Click & Collect" offers you a better and more convenient way to pick up your order.

The service of "Click & Collect" is only available at selected Francfranc stores. 

 

Q2 When can I pick-up my order?

A2 You will receive an "ready to pick-up" confirmation email after your order has been packed by our staff. You will be able to pick up your goods same day at the designated store (Delivery Schedule as below) :

Order Time Collect Timeslot
Before 2:00pm Pick up after 6:00 pm same day 
After 2:00pm Pick up next day, upon shop opens
After 10:00pm Pick up next day, after 12:00pm

 

 Q3 Can I ask someone else to help me pick up the order?

A3 Yes, you could authorize anybody to help if he/she has the order confirmation email. After verification on the confirmation email, he/she must provide a signature to collect the order.

 

Q4 Can I change the pick up location after selecting the pre-designated location at checkout?

A4 Once Click & Collect is selected, you may not change to home delivery or another pick up location 

 

Q5 Can I select what gift box/gift bag to use for gift wrapping?

A5 Once gift wrapping is selected, our store staffs will choose the most appropriate wrapping methods depending on the size & volume, either gift box or gift bag.

 

Q6 What happens if I forgot to pick up the goods at the designated date and time?

A6 Customers must collect the order within 3 business days from order date. If the order is collected after the designated period, a storage fee of $100/order will be charged. If orders not picked up within 1 month, we will consider you have given up picking up your order, Francfranc Online will have the discretion to handle the order by ourselves 

And please contact our Customer Service department at +(852) 9090 4686. The hotline’s service hour is 9:00 am to 6:00 pm from Monday to Friday.

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Q1 Do I need to create an account before shopping at Francfranc website?

A1 Yes, registration is needed for shopping at Francfranc website. Register or sign in as online shop member. We recommend you to sign up for our online member and accumulate online purchase over HK$5,000 within 12 months to become our lifetime VIP member and can enjoy more premium discount privilege.


Q2 What kind of personal data need for registration?

A2 Registering is simple! Simply input your name and email address for registration.


Q3 How can I edit my personal data?

A3 Login to MY ACCOUNT to change and update your personal data.


Q4 If I am your Francfranc physical store VIP member, can I enjoy the same VIP privilege at Francfranc website?

A4 Yes, but you are required to register online with your VIP card number and email address and accept to setup your VIP account in our online shop.  You can then enjoy the same VIP shopping privilege at Francfranc online store. Francfranc will not register your VIP account until we have got the consent and authorization from you.


Q5 Can the purchase amount at retail store and online store be counted together?

A5 Sorry, the purchase amount at retail store and online shop are counted separately.


Q6 Do you offer free delivery service?

A6 You can enjoy free delivery from on line purchase as below:

  1. Home accessories product: HK$600 or above
  2. Furniture, rug or floor mirror: HK$5,000 or above.

Q7 What is the delivery charge if my online purchase is including home accessories and furniture item in one order?

A7 If your online purchase is including both accessories and furniture item in one order, the delivery charge is HK$250.


Q8 What kind of payment method accepted at Francfranc online store?

A8 We accept VISA, MASTER and AE card for payment.


Q9 If I forget my password, how to reset it?

A9 Login to MY ACCOUNT and click FORGET PASSWORD, simply input your registered email address, a verification email will be sent to you  or resetting your password. Please login with the link provided and follow the steps as provided.


Q10 Do you offer international delivery service?

A10 Sorry, we don’t provide international delivery service at this moment.


Q11 Can you arrange combine delivery service for my online order together with my physical shop purchase?

A11 Sorry, we don’t provide this service at this moment.


Q12 Can I cancel my purchase order?

A12 Sorry, purchase order cannot be cancelled after the payment is confirmed.


Q13 Can I change to another item after I have placed an online order?

A13 Sorry, the purchase content cannot be changed after the payment is successfully confirmed. If you would like to add more quantity, please login to our website and make a new order.


Q14 Delivery time of home accessories order?

A14 Typically, your purchase order will be delivered via courier service within 5 - 7 business days after dispatch, depending on the delivery location. Courier company staff will contact you to confirm the delivery date and time prior to delivery.


Q15 Delivery time of furniture order?

A15 Our customer service officer will contact you for delivery arrangement after receipt of your purchase order. Your purchase order will be delivered within Tuesday to Sunday, depending on the delivery location and it should be completed within 30days from date of purchase. Our delivery company representative will contact you one day prior to delivery for confirmation.


Q16 Can I change the scheduled delivery date and time?

A16 Advance notice of 3 working days is required for any re-schedule of delivery date. Please email to online@francfranc.com.hk for arrangement. If your purchase order is from physical stores, please contact shop via telephone directly for re-scheduling.



Q17 Can I purchase online and collect at shop?

A17 Sorry, we don’t provide this service at this moment.


Q18 If one of my online purchase item is running out of stock, how  are you going to handle?

A18 Our customer service officer will contact you before the delivery and will arrange refund for the related out of stock item accordingly.


Q19 If I find some item is available at Francfranc physical store but cannot find online, will you provide pre-order service?

A19 Sorry, we don’t provide re-order service at this moment.


Q20 Why the sale amount at Francfranc online store is different with Francfranc physical stores?

A20 Since we will periodically offer different promotional activities at Francfranc online store and physical stores, the selling price of some particular items may have difference.


Q21 Can I track my order online?

A21 Sorry, we don’t provide parcel tracking service at this moment. You may contact online@francfranc.com.hk regarding your online purchase order enquiry.


Q22 Can I use my Francfranc gift voucher or gift card online?

A22 Sorry, we only accept VISA, MASTER and AE card for payment at this moment.