Francfranc FAQs

Shopping

Product information
You can check the product description / size / care instructions in product page. If you need further assistance, please email us at (online@francfranc.com.hk) with the product name / link / SKU no. 

Stock availability
You can check Store Availability at product page. Stock levels of products available in-store may vary, please contact shop hotline and provide with SKU no. for actual stock availability or item reservation. Thank you.
For store location, please click here.

Item reservations
Please contact shop with Product Name/ SKU no. to reserve the item. 
For store location, please click here.

Payment method
We accept different payment methods, including VISA, MASTER, American Express card, Alipay, WeChat pay and PayMe.

Order cancellation
Under normal circumstances, after order is confirmed, we do not accept any refund/return with online orders.

Shipping

Store pick up service
Physical store pick up service is not available for online orders at the moment.

Storage
Customer can enjoy complimentary furniture warehouse storage service for up to 30 days once confirmed the order. Additional fee will be charged to the customer for over the designated complimentary period of delivery.
Please see more details by clicking here.

Combine delivery for online and offline orders
Combining delivery for online shop and physical stores orders is not available at the moment.

Furniture Delivery Charge
You can enjoy the free delivery when the net purchase amount over HK$5,000. Otherwise, the delivery charge is HK$250.
**Furniture items includes large bulk furniture items ( Sofa/TV Shelf/TV Board/TV Side Board), small regular furniture items (Chair, Floor chair, Hammock, stool, stand mirror..etc) and Rug.**
Please see more details by clicking here.

Homeware / Accessories Delivery Charge
You can enjoy the free delivery when the net purchase amount over HK$450 for Homeware / Accessories. Otherwise, the delivery charge is HK$60.
Please see more details by clicking here.

Furniture delivery arrangement
Your furniture order will be normally delivered to you within 7 to 10 working days, subject to change due to demands. We will contact you to arrange delivery date and time within 1-2 working day after order confirmed (through WhatsApp). If you are not available on arranged delivery date and time, please kindly contact us immediately.

Homeware / Accessories Delivery arrangement
For Homeware / Accessories order has been confirmed, you will receive an email from us within 1-2 working day for the tracking number. Your parcel will be arrived within 3-7 working days. 

Oversea delivery service
We only provide oversea shipping to Macau and Taiwan at the moment. 

Return & Exchange

Return & Exchange Policy
Kindly understand that products can only be exchanged and in their original conditions with in 7 days of receipt. Please ensure that the items are unused with all tags and packing (if applicable).
Please see more details by clicking here.
If you are buying from the online shop, please do contact our customer service representative via WhatsApp within 7 days of receipt. If you are purchasing from Francfranc physical store, please contact the store for further arrangement.
For store location, please click here.

Defective items
For immediate assistance, please contact us within 7 days, upon the day the actual order received. We would appreciate if you can also provide us your order#, damage item name/SKU, quantity, damage item photos, and the outer delivery carton box, and contact us by WhatsApp (+852 3001 5153) for our further assistant.

New Membership Programme

Earn Francfranc FUN!
Francfranc FUN! members can earn points “FUN!” by purchasing in Francfranc Hong Kong physical stores and presenting their valid electronic membership card or logged in Francfranc online shop account for purchase.
Members will earn 1FUN! for every HK$1 spending in Francfranc Hong Kong physical stores and online shop (Service charges and purchase of Gift Vouchers are excluded in FUN! earning).

Redeem Francfranc FUN!
You can use the Francfranc FUN! App to redeem your FUN! for cash coupons or a range of exciting rewards, only applicable to Hong Kong physical stores and online shop.

Francfranc FUN membership validity
Francfranc FUN! membership is valid permanently. You can upgrade to a designated level of membership by accumulating purchases within 365 days of successful registration.

FUN! validity
FUN! will be completely cleared and recalculated on December 31st of each year at 23:59. FUN! earned on or after September 1st of each year at 00:00 will be valid until December 31st of the following year at 23:59.

Original VIP membership
In response to changes in the Francfranc member policy, existing Francfranc VIP members who download our mobile application and complete registration will automatically be invited to become "Pearl FUN!" members and enjoy exclusive benefits. 

Difference between the new member system and the VIP system
Francfranc new membership program provides more benefits and discounts for “Francfranc FUN! App” member. Members can accumulate consumption records and FUN! when spending in physical stores and online shop, upgrade to enjoy more discounts, and use FUN! to redeem more shopping discounts and gift rewards.
For details on the membership program, please refer here.

Link up eShop account in Francfranc FUN! App
You can select "Link eShop account" under "Profile - My Account" in the Francfranc FUN! App and enter the same email address that you registered for your eShop account.
By linking your eShop account to Francfranc FUN! App, all your FUN! and rewards can be managed together.

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