FAQ
ORDER STATUS
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 0039041 8380040 or by e-mail at: outlet@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 0039041 8380040 or by e-mail at: outlet@elisabettafranchi.com
SHIPPING INFO
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 shipment of your order within 1-2 working days after your purchase. 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 to receive more information at 199 199 345. In case the courier needs our intervention please contact our Customer Service within 14 days from the shipment of the package.
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 passage. 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 logistics.
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, nor 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, with a specific indication on the delivery document of the product to be returned to the courier;
- 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.
ORDERS AND PAYMENTS INFO
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 the card type has been selected, it is necessary to enter the full credit or prepaid card number without spaces, the expiry date, the security code (CVV/CVC) placed on the back of the card and the name and surname of the card holder.
Accepted credit or debit cards are Visa, Visa Electron, Cartasi, Postepay, Mastercard and American Express.
The order amount will be blocked on the card and charged only to the invoice of the order. In case of cancellation of the order, the blocked amount will be automatically released. The release times may vary depending on the credit institution issuing the card used.
PAYPAL
You need to access your Paypal account to proceed with the payment and validate the shipping address. Depending on the customer’s choice, the amount will be charged to the credit card linked to the Paypal account or directly to the account balance.
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.
RETURNS INFO
How can I request a return?
You can request a return of the product within 14 working days from the date of delivery, by accessing directly from your reserved area, or from the dedicated section if you placed your order as an unregistered customer.
The return is charged to the customer, therefore the shipment can be made with a courier of your choice.
The goods must be returned intact without removing the anti theft device, complete with all its parts and in the original packaging (envelopes and packages), kept and possibly used for the time strictly necessary to establish and verify their nature, characteristics and size, under normal due diligence, without signs of wear or dirt.
The package must be sent to the following address:
BettyBlue spa
Magazzino 2, via Turati 6G
40057 Quarto Inferiore di Granarolo dell'Emilia (BO))
Italy
.Are returns free?
The return is free of charge in case of manufacturing defects or any other problem covered by the warranty.
In all other cases, the return is charged to the Customer who will be required to send the products to Bettyblue at his own expense within 14 (fourteen) days of the withdrawal, subject to authorization of the request for return by our Customer Service. The choice of courier is at your sole discretion.
How does the returns process work?
Request made by:
Return procedure for registered users:
1. Access your user area
2. Go to the section " my orders" and view the order for which you want to request a return. Click on the Returns tab and complete the form with the instructions of the items to be returned and send the request.
Return procedure for unregistered users:
1. Access to this link
2. Fill out the form with the order number (do not enter #), your surname and your email
3. Fill in the form with the details of the items to be returned and send the request.
In both cases, you will receive an email with the confirmation of taking charge of your return request, then you will receive a second email from our Customer Service (within 2 working days) with the authorization to return and the relative indications.
This mail does not contain the label, it must only be printed and stored inside the package. Since the return is charged to the customer you can use the courier that you prefer for the return. The courier you choose will then apply the return label to the outside of the package.
Once the package has been received and the quality checks have been completed, the Customer Service will communicate the refund authorization.
The operation may take a few days, depending on the workload of the warehouse.
When will I be refunded?
If the conditions of the returned product meet the required requirements you will receive a confirmation email and the refund will be made within 14 days of the quality control, on the same payment method used at the time of purchase.
My product is faulty. What should I do?
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.
GENERAL INFO
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
The registration of a personal account allows the storage of your shipping details, the display of the order history and the ability to track an order and record a return autonomously. Creating an account is very easy: simply click on the dedicated icon at the top right and enter the required data. If you forgot your account password, use the "Forgot your password?" function. In this way the system will send an automatic email with a link to the registered email address. By clicking on this link, you can create a new login password. If you wish to delete your account, please contact Customer Service.
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 Sunday, from 9.00 am to 1.00 pm/ 2.00 pm to 6.00 pm (Rome/Paris/Berlin Hours: GMT +1).
Is it possible to use a Gift Card?
We inform you that you can not use or buy Gift Card in our online store. We invite you to go directly to our Boutiques for purchase and use.
BOUTIQUE INFO
I bought an item in an Elisabetta Franchi Outlet 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 customerservice@bettybluespa.com.
PRODUCT INFO
I don't know how to choose my size In case I don't find an article available? You will receive an automatic email in case the item comes back available. How can I wash the purchased product? How big is the bag i want to buy? What is the composition of the product?
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.
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.
We recommend that you follow the instructions on the label of the purchased product in detail.
We inform you that you can find the measures of the desired bag directly on the product page, under description details.
We inform you that you can find the composition of the desired garment directly on the product page, under description details.