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 your items or requesting an exchange for any 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 do not cover the costs of returning an item. If you are within the EU, we can arrange the pick up via our courier service for the cost of 15 Euro, to be deducted from the price amount to be refunded. However, you can also choose to send the item with a courier of your preference and we will refund the whole paid price. In this case, be sure to obtain proof of postage and send the item via a tracked method, as we cannot accept responsibility for parcels lost in transit.
If you are outside the EU, you must request for us to organize the pick up of the item, at the cost of 20 euro to be deducted from the price paid. We don't accept returns arranged by you, as these will get stuck in customs and you will be levied high custom duties or else get the item returned to you, in which case we will not be able to process the refund. Notice that we will refund only the price paid to us deducted from the shipping fee, and will not be able to refund you for any customs duties and taxes paid.
If you would like to exchange any item for another size or color of the same style, 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 EU. If you are within the EU, 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, exchanges shall be treated as returns followed by a new purchase, with all the return conditions applying.
Exchanges for other styles, whether for EU customers or non-EU customers, will be treated as returns and new purchase, with all the return conditions applying.
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.