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.

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 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.

Can I amend my shipping address?
No, once you have placed your order you won’t be able to change the shipping address.

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.

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.

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.

What is a standard return? By choosing the Standard Return option, you will need to contact a courier of your choice to handle the return shipment. Please note that the shipping cost will be at your expense and will not be refunded.
Once you have submitted the request, you will receive an authorization email within a few minutes, with the address for returning the item and the associated RMA number (Return Merchandise Authorization). You must print this email and include it in the package you use for the return shipment: the presence of this document will be crucial for the recognition of your return/order.

What is an easy return?
If you choose the Easy Return option, you will receive a return label via email to ship the package. By following the instructions to schedule the courier pickup, you can take advantage of home pickup.
You must print this email and include it in the package you use for the return shipment: the presence of this document will be crucial for the recognition of your return/order. For more information, click here.

What are the return costs?
Return with refund is the responsibility of the customer: the cost is specified online when opening the return request
Return for size change, on the other hand, is free of charge.

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. TYou will be asked for the order number and some photos of the product, where the defect is clearly visible.

Is it possible to exchange a product purchased online directly in shops?
No, it is not possible to return a product purchased online from a shop.

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.

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

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.

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.