Free shipping & returns to the EU

Returns & Exchanges

We will always do our best to meet your expectations, but if you are not completely satisfied with your purchase you can return your item for an exchange or a full refund within 14 days of delivery.

We will issue a refund to your method of payment for the purchase price (excluding any shipping costs you may have incurred) within 14 days of receiving your return package. Refunds will be processed considering the purchase price in Euros.

All items must be returned in perfect conditions, alongside with original packaging and with all tags attached as received. Please make sure the parcel is securely sealed to avoid any damage. Failure in meeting these conditions may prevent refund processing, and the item will be reshipped to you at your own cost.

Please send an email to contact@francis-stories.com before returning or exchanging items. In your email, please specify your order number, the item you intend to return (in case there are more than one in the same order) and the reason for return or exchange. We will send you the necessary shipping tags and instructions for the pick up. Please make sure to follow the instructions provided, otherwise we may not take responsibility for any failure on the pick up and return. 

All items are quality controlled and checked before they are shipped, but in case there are any discrepancies or faulty products in your order, please email us immediately at contact@francis-stories.com. Please note that any claim requires that you have not used the item inappropriately and that the item is not defect due to your conduct.

If you would like to exchange any item, please email us on contact@francis-stories.com to let us know your request so we can hold the stock for you. We will arrange the pick up of your current item and deliver you the new item if you are located within the European Union. If you are within the European Union, both the pick up of the return item and the deliver of the new item will be arranged at no cost for you. For countries outside the European Union, you shall arrange the return at your own cost, including any payment of customs duties and taxes. Beware that when shipping the return item, new customs may apply in your country, and you shall be responsible for paying them.

For returns, we will arrange the pickup through our courrier at no cost for you if you are located within the European Union. We do not cover return costs from outside the European Union, and you must ensure the payment of any customs taxes or duties due. Despite the wide coverage offered by our courier, in special cases where our courier cannot perform the pickup at your area, you will be asked to pick a courier of your choice and will be responsible for the returning cost. We cannot accept responsibility for parcels lost in transit. It is advised to obtain proof of postage and send the package via a tracked method.

Return address:

Rua da Republica n9 1-DTO

9545-128 Capelas

Azores – Portugal

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