FAQ

HOW DO I PLACE AN ORDER?

To place your order, simply follow the instructions below:

1) Choose the items you wish to purchase and click ‘add to cart’.

2) Once the items are in your cart click ‘proceed to checkout’.

3) Select whether you would like to checkout as a guest, register as you checkout or login to your account.

4) Once your preferred method is chosen, please fill in your personal details (name, email address, telephone number, shipping/billing address).

5) Select your preferred shipping method.

6) Select your preferred payment method (please make sure you complete all steps when paying so we are able to capture your payment).

7) Please note we are unable to ship to Post Office Box addresses.

WHERE CAN I ENTER MY DISCOUNT CODE?

Your discount code can be added when viewing your shopping cart. To do this, simply click the shopping cart button in the top right hand corner.

The discount will immediately be deducted from your ‘Grand Total’ when applying the discount code.

Please note you can only use one discount code per order.

WAS MY ORDER SUCCESSFUL?

If money has been captured from your account, then your order has been placed successfully.

You will also receive a confirmation email, which will provide you with a detailed breakdown of your order.

If you have not received a confirmation email, then please check your ‘junk’ and ‘clutter’ inbox in case the email has been mistaken as spam.

Alternatively, please email info@francoflorenzi.com.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please email us at info@francoflorenzi.com and a member of our customer service team will be happy to amend or cancel your order.

For cancellation information please refer to the returns and exchange section on our website.

PAYMENT METHODS

Payment can be made via Credit or Debit Card (Visa, MasterCard, JCB, American Express and Discover), PayPal or via Amazon.

Wire Transfer (also known as Bank Transfer) is also available for customers located in Germany or Austria.

WHAT DO I DO IF MY PAYMENT HAS NOT BEEN CAPTURED?

If you are unable to pay via Credit/Debit card, then it is likely to be because of the following reasons:

1) The payment details entered are incorrect.

2) The billing address entered is incorrect.

3) You have attempted to make payment several times using the same card.

4) You have insufficient funds to cover the transaction.

Our payment system automatically blocks these transactions for safety reasons, in order to minimise online fraud.

If you are still not able to pay with your Credit/Debit card, then we recommend selecting an alternative payment method.

If the problem persists, please email us at info@francoflorenzi.com.