Frequently Asked Questions
Everything you need to know about shopping with Francfranc Hong Kong.
What are the local shipping costs and delivery times?
We offer free standard shipping on orders over HK$500. For orders below this amount, a flat delivery fee applies. Most orders are processed within 2-3 business days and delivered within 5 business days across Hong Kong.
What is your return and exchange policy?
If you are not satisfied with your purchase, you can return or exchange unused items in their original packaging within 14 days of receipt. Please note that for hygiene reasons, certain items like bedding and towels cannot be returned once opened.
Which payment methods do you accept?
We accept a variety of secure payment options including Visa, MasterCard, American Express, UnionPay, and popular local digital wallets like AlipayHK and WeChat Pay.
Do you offer assembly services for furniture items?
Yes, assembly services are available for large furniture items. Depending on the product category, this may be complimentary or subject to a small service fee. Our team will coordinate the assembly at the time of delivery.
Can I track my order status online?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number and a link to our courier partner's portal to monitor your delivery in real-time.
How can I join the Francfranc Rewards program?
You can register for a Francfranc Hong Kong membership through our website or mobile app. Members earn points on every purchase which can be redeemed for discounts and exclusive seasonal offers.