FAQs

WHAT IF I REFUSE THE SHIPMENT?

If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our Vietnam address. This amount will be deducted from your merchandise refund.

HOW DO I CANCEL MY ORDER?

You can cancel an order within the first hour, please contact our Customer Care team to make this request. When successfully canceled, a refund for the full order value will be credited back to your original payment method and you will receive a notification email.

Sale off items are non-refundable as well as non-exchangeable.

CAN I RETURN OR CHANGE MY ORDER AND HOW TO DO IT?

For order which has not been shipped yet.

• For order which has not been shipped yet. We accept to change only 1 time for you free of charge. To make changes to your order, please reach out to support.

For order which has been already shipped or delivered.

• We accept returns within 14 days of delivery for an exchange of the same item, in an alternative size or even another style. Submit your request via live chat button or email us;. Please place a new order on our website and return the existing order for a refund. Please allow 5 working days from the date of receipt for returns to be inspected and processed. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. Original shipping charges are non-refundable.
• Items must be in their original condition that have not been worn, altered, or washed, without make-up marks and with all tags attached. Where provided, belts and any packaging such as dust bags must also be returned. In the interests of health and hygiene, swimwear return will not be accepted.
• Returns need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office. You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 
• Returns please mark clearly “FRANCISA VIETNAM” as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.
• Please note, refund will not be issued: If items that you want to change are less expensive than those you have already ordered, you will receive a gift card for future purchasing at FRANCISCA

For order which has defect items: there are a few steps you need to do within 2 days after the date of receiving your order:

• Inform us about the situation with photo and picture of the defect. or live chat at Francisca FanPage
• Prepare items which you would like to send back, FEDEX VN courier will contact you to pick it up (please let us know the pick up address)
• We will send you a gift card which has the value of all item you send back + a free shipping code which can be use to place order at FRANCISCA; Please place new order with item that you want to exchange at your comfort or you can save it for future purchase.
• After receiving the return, we will continue to process your following order which was paid by using the gift card.

EXCHANGE AND RETURN POLICY:

We accept exchange in following occasions Sizing problem: We will accept one time exchange for sizing issues meanwhile customers will be in charge of the shipping fee. Returns must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags.
Note: We only accept exchange and return within 14 days after the order has been delivered (we will use online tracking system to check on the delivery date)

Damaged product: If you receive our products in damaged condition. We accept the exchange request within 14 days from the day you received the item.

Exchange to another product: We will accept one time exchange if you wish to change your recent purchase to another item before we ship your order. Surcharge may apply due to pricing differences. In case, the new items which you want to exchange is less expensive than the original items, the amount difference will be convert to a Discount code for your next purchase.