Frequently Asked Questions

What is the status of my order?
You can check the status of your order directly from your account or from the dedicated section if you have placed your order as an unregistered customer.
Order in process: the order is still being prepared at our warehouse.
Shipped Order: the order has been picked up by the courier and is on its way to the destination.
Order Cancelled: the order has been cancelled.

Can I cancel an order?
It is possible to cancel an order, before it has been shipped, by contacting the Customer Service directly on (+39) 041 8380061 or by e-mail at: customercare@elisabettafranchi.com.
Once the order has been cancelled we will proceed with the refund.

Can I amend an order?
You cannot change your order. You can make the total cancellation of an order as long as it is still in processing.
To check if it is still possible to cancel your order, please contact our Customer Service at (+39) 041 8380061 or by e-mail at: customercare@elisabettafranchi.com.

How can I track my order?
Once your order is shipped, you will receive a confirmation email with all the details and with the tracking number, through which you can follow the shipment on the website www.dhl.com.

When will my order be shipped?
Usually the logistics prepares the forwarding of your order within 1-2 working days after the purchase.
The timing may vary depending on the daily inflow of orders.

When will my order be delivered?
Your order will be prepared from our warehouse in 1-2 working days and will be delivered to the courier. Then we estimate another 1-2 working days for the delivery of the package by the courier to the address indicated by you. Please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to access the address indicated, may affect the punctuality of delivery.
The courier makes deliveries on working days (with the exclusion, therefore, of Saturdays, Sundays and local or national holidays) from 9:00AM to 6:00PM.
Once the order has been placed, it will no longer be possible to change the shipping address.
Any customs import charges shall be borne by the consignee. The Customer is therefore invited to contact the customs authorities of his country in advance to verify the costs and any import limits.

I’ve just checked the shipping status and spotted a problem. What should I do?
Our couriers do their best to ensure that you receive your order in time and above all intact. However, we cannot rule out the possibility of exceptions, despite the emphasis.
If the tracking number shows a problem with the delivery of your parcel linked to the shipping address, you can contact directly the courier DHL. In case the courier needs our intervention please contact our Customer Service within 14 days from the shipment of the packageckage.
Nel caso invece il corriere avesse bisogno del nostro intervento ti preghiamo di metterti in contatto con il nostro Servizio Clienti entro e non oltre 14 giorni dalla spedizione del pacco.

What happens if the courier does not find me at home at the time of delivery?
In case of non-delivery, the courier leaves a notice of passage on the intercom/ mailbox, informing the recipient of the passage. The next working day is automatically replanted a second step. If the consignee is still absent, the shipment is kept in the local branch for 5 working days. In the absence of withdrawal within this period of time, the package is automatically returned to logistic.

What to check on delivery?
At the time of delivery the customer is required to verify:

- that the number of packages delivered corresponds to that indicated in the transport document;
- that the packaging is intact, undamaged, wet or otherwise altered, including in the closing materials (adhesive tape or metal straps);
- any damage to the packaging and/or the product or the mismatch of the number of packages or indications, must be immediately detected.
- any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 14 days of delivery, in the manner provided for in this document.

Can I send my order as a gift?
To send your order in a gift packaging, simply select “Gift Option” in the shopping cart. You can add a greeting card with a personalised message. If you wish to, you can also include a video message, which can be recorded during or immediately following the purchase. A QR code will be printed on the greeting card, so it is not necessary to provide the recipient’s email address.

What is the European PSD2 Directive?

From 28 December 2020, online payments are even more protected thanks to the new European regulation PSD2 that introduces new authentication rules.
From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication.
There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or Touchid.
We recommend that you contact your bank to ensure that it has your correct contact details in case you are asked to use SMS or email for 3D Secure authentication.
If you have any questions, please contact our Customer Care.

What payment methods are accepted?
You can choose between the following payment methods:

CREDIT CARD

Once you’ve selected your card type, you will need to enter the full number on the front of the credit or debit card without spaces, plus the expiry date, the security code (CVV/CVC) on the back of the card, and the cardholder’s first and last name.
We accept the following credit and debit cards: Visa, Visa Electron, CartaSi, PostePay, Mastercard, and American Express.
The order amount will be blocked on your card and will only be debited once the order is invoiced. In case of a total or partial order cancellation, the amount reserved on your card will be automatically released. Release times may vary depending on the credit institution issuing the card.

PAYPAL

You will need to log into your PayPal account to make a payment and validate your shipping address.
Depending on your preference, the amount will be debited from the credit or debit card linked to your PayPal account or directly from your bank account.

KLARNA

Find out more about the deferred payment option and how to use it online.

APPLE PAY

Apple Pay is the payment method for Apple users that allows them to link their credit or debit cards to the Wallet app on their iPhone or Apple Watch, Mac and iPad.
You can use this payment method online in Safari and in apps if Apple Pay is available as a payment option.
Your card data is not stored on devices or stored on Apple servers, but a unique code is used for the transaction for added security.

GOOGLE PAY (for European Union countries only)

Google Pay is a quick and easy way to pay on websites, apps and stores using cards registered in your google account. Google pay protects your data and those of your cards during payment.

BLIK POLONIA

BLIK payments are convenient and safe – you enter the BLIK code and confirm the transaction with your PIN in the banking app.
You do not have to log in to online banking, enter SMS passwords or provide your payment card details. All you need is a phone with your bank’s mobile app.

Will I have to pay customs fees?
Any customs import charges shall be borne by the consignee. The Customer is therefore invited to contact the customs authorities of his country in advance to verify the costs and any import limits.

How can I request a return?
You can return a product within 14 calendar days from the delivery date. You can choose between standard or facilitated return. For more information click here.
The goods must be returned intact, complete with all its parts and in their original packaging (envelopes and wrappings), stored and, if necessary, used for the time strictly necessary to establish and verify their status, characteristics and size, according to normal diligence, without any signs of wear or dirt.

Is the return free of charge?
The return is free of charge in the event of a manufacturing defect or delivery error.
In all other cases, the return is at the expense of the Customer, who can choose between Standard Return or Facilitated Return.

What is a standard return?
If you choose the Autonomous Return option, you will receive an initial email confirming your request: within 1-2 working days our Customer Care will send you a return authorisation email with the address of the warehouse to which you can return the goods and the associated RMA (return merchandise authorisation) number.
You will have to print this email and insert it in the package you intend to use for shipping: then you will have to contact the courier you prefer to entrust with your return shipment. We remind you that the cost of shipping will be borne by you and will not be refunded.

What is an easy return?
If you choose the Facilitated Return option, you will be sent an initial email confirming your return request, which you must print out and insert in the package. In a second email you will receive a pre-filled return label to attach to the parcel. By following the instructions to book the courier pick-up, you will be able to use the pick-up at home. The cost of the return will then be deducted from your refund.
For more information click here.

I bought the wrong size, what can I do?
If you have purchased an incorrect size, you have the option of request an exchange, subject to product availability, completely free of charge. Click here to proceed with your return request. Your new order will be shipped as soon as we will receive your return at our logistics.

Can I exchange my order for another mode, size, colour?
No, the change will only be possible between identical articles but of different sizes. You will therefore not be able to change model or colour.

My product is defective
To submit your return request for defect, please contact our Customer Service by email or telephone.
You will be asked for the order number and some photos of the product, where the defect is clearly visible.

Newsletter
Subscribe to the newsletter of Elisabetta Franchi to stay up to date, discover first the news and do not miss the promotions! Registration is very easy: simply access the dedicated section and enter the required data.
If you wish to unsubscribe, you can do so directly from the last newsletter received, below you will find the dedicated section. If you have any difficulties or concerns, do not hesitate to contact Customer Service.

Account
Registering a personal account allows you to store your shipping details, viewing your order history and the possibility of tracking an order and registering a return yourself.
Creating an account is very easy: simply click on the dedicated icon in the top right-hand corner and enter the required data.
If you have forgotten the password for your account, you will have to go to the dedicated section and click on 'forgotten password'.
The system will then send an automatic e-mail with a link to your registered e-mail address. If you wish to delete your account, please contact Customer Services.

Where do I enter my promocode?
To be able to take advantage of your promotional code, enter the goods in the cart and go to checkout. At this point, you will find a dedicated slot, on the right side of the page below the summary of your cart, where to insert your promocode. We remind you that promotional codes cannot be combined with other promotions and are not applicable on the Iconic line.

Can I add a promocode after finalising an order?
It is not possible to add a promotional code after finishing the order. If this is still being processed, you can proceed to the request for cancellation and the creation of a new order.

Is it possible to request the gift box?
We inform you that if you wish to request a gift box, once you have inserted the product in the cart, simply select the item GIFT BOX, where you can insert your message.

How can I contact Customer Service?
If you wish to have more information about your online purchases, such as the status of the order, the delivery times, the procedure to make a return or any other question, do not hesitate to contact us by phone at (+39) 041 8380061, by email at: customercare@elisabettafranchi.com or through the dedicated area on our website at this link.
Our team is at your disposal from Monday to Friday, from 9.00 am to 1.00 pm/ 2.00 pm to 6.00 pm (Rome/Paris/Berlin Hours: GMT +1).

What is a Gift Card?
A Gift Card is a gift voucher that you can purchase and give to someone special. The Elisabetta Franchi Gift Card can be used as a payment method exclusively online at elisabettafranchi.com, multiple times until the credit is fully used.
Available in two formats, physical Gift Card and Digital Gift Card.
Gift Cards are sent to the recipient's email address provided at the time of purchase. For further details, refer to "How do I receive the Gift Card."

How can I purchase a Gift Card?
The Elisabetta Franchi Gift Card is available for purchase directly at this link. Simply choose your preferred amount, furnish personal details along with the recipient's, and proceed to checkout for a seamless transaction.

What amount can I choose?
Select from five distinct voucher values: €150, €300, €500, €750, and €1.000.

How do I receive the Gift Card?
Upon payment completion, the Gift Card is sent electronically via email and is elegantly packaged for delivery to your address. You will promptly receive an order confirmation email. Simultaneously, the recipient will be notified via email, containing your personalized message, usage code, and detailed instructions.
The recipient will receive the Gift Card at their home address within the shipping timeframe of the courier.
The Digital Gift Card is exclusively delivered in electronic format. Once payment is completed, an order confirmation email will be sent to you. Simultaneously, the recipient will receive an email containing your message, along with the usage code and instructions on how to utilize the Gift Card.

Do I need to activate the Gift Card after purchase?
No, the Gift Card can be immediately utilized upon receipt of the code via email.

Where can I use the Gift Card?
You can use it, either in full or partially, for online purchases exclusively on the website elisabettafranchi.com. Please note that it cannot be used at Elisabetta Franchi boutiques.

How do I place an order online using a Gift Card?
Enter the code from your Gift Card, which you received via email, into the "Gift Card" field at checkout.
If the total value of your cart exceeds that of the Gift Card, you can pay the remaining balance using other available payment methods.
Please note that only one Gift Card can be used per order.

Do I have to use the Gift Card amount all at once?
No, you can use the balance of your Gift Card for multiple purchases.

How can I check the balance of my Gift Card?
You can check the remaining balance of your Gift Card directly here. Simply enter the Gift Card code in the designated section.
Alternatively, our dedicated customer service team is available for assistance at (+39) 041 838006 or via email at customercare@elisabettafranchi.com.

What is the validity of a Gift Card?
The Gift Card remains valid for 12 months from the date of purchase, as indicated in the email containing the code.
It can be used to purchase all items except for additional Gift Cards.
Please note that any remaining balance cannot be refunded upon expiration, and the card is non-refundable in the event of theft or loss.

Are purchases made with a Gift Card refundable?
Yes, in the event of a total or partial order return paid with a Gift Card, you will receive a refund in the form of a promo code equal to the corresponding value, which can be utilized on elisabettafranchi.com.

Can I reload the Gift Card?
No, it cannot be reloaded. However, you can always purchase a new one.

I bought an item in an Elisabetta Franchi flagship store and it is faulty. What should I do?
As first thing to do we advise you to contact the shop where you bought the garment. Alternatively, you can contact the dedicated Customer Service at customercare@elisabettafranchi.com

Where can I find the Elisabetta Franchi shop closest to me?
To find your nearest Elisabetta Franchi dealer,. click here.

How can I check availability in the Boutique?
Please note that you can check the availability of an item in the nearest Boutique directly on the product page, under " Check Availability in Store ".

I don't know how to choose my size
You can find the size guide directly on the page dedicated to each item. To the right of the photo you can see the available sizes and the size guide, where the correspondences are indicated in cm. We remind you that the fit of the clothes is usually narrow.

In case I don't find an article available?
If a product is not available at the moment, you may sign up for our 'Back to stock' notification service, by entering your email in the appropriate section that will appear by selecting the size and color of your interest.
You will receive an automatic email in case the item comes back available.

How can I wash the purchased product?
We recommend that you follow the instructions on the label of the purchased product in detail.

How big is the bag i want to buy?
We inform you that you can find the measures of the desired bag directly on the product page, under description details.

What is the composition of the product?
We inform you that you can find the composition of the desired garment directly on the product page, under description details.