FAQs

Q. Do I need to have an account to order?

A. No, you can also place an order as a guest. But, there are some perks if you have an account with us:

• Quick checkout process
• Easily view your order status and order history
• Receive updates detailing our new releases and special promotions

Q. Are there any exchange rates?

A. All of our transactions are based in US Dollars. If your credit or debit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

Q. What payment methods do you accept?

A. Accept all major debit and credit cards (VISA, Mastercard, AMEX, Discover, Diners, JCB, Apple Pay) and PayPal payments.

Q. Is Checkout on this site safe and secure?

A. You can be absolutely sure that all purchases here are safe and secure. 

Q. Can I change my shipping address after placing an order?

A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. 

Q. Will I receive a confirmation number when I place my order?

A. Yes, all customers will receive an order number after placing their orders.

Please contact us if you don't receive one within 24 hours. 

Q. Who can I contact if I have a problem with my order?

A. All inquiries can be forwarded to contact@frenchiecomplex.com or on our contact page.

Q. Will I (the customer) have to pay customs?

A. For most countries you will not have to pay customs, but it depends where are you located and if you order more than 1 piece.

We ARE NOT RESPONSIBLE for ANY fees required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout. 

 

SHIPPING AND DELIVERY 

 

Q. When will my order be processed?

A. It will take usually between 1-5 business days. (packing, the printing of shipping labels, pick up the shipment from the courier service)

Please note that processing time must be added to the shipping time. 

Q. I got an email that my order has been dispatched, how can I track it?

A. Tracking Numbers Post 1-2 Business days after your order.

• Status Unavailable/Pre-Shipment, or something similar, may appear. This is normal.
• Please check daily as tracking will update each time it moves to a new location.
• Due to the current situation with COVID 19, it can often happen that information is not available for 4-5 days.

Q. Where do you ship?

A. You can place an order from any country, we ship Worldwide.

Q. Where is my order shipped from?

A. We have fulfillment centers across the globe in the United States, Canada, Europe, and China. When you order multiple items at a time, they may be shipped separately, so they get to you faster. You may receive one item before the next. Don't worry, the package is on the way.

Q. How much does shipping cost?

A. Shipping is FREE WORLDWIDE on all orders (No Minimum required).

Q. How long does shipping take?

A. Shipments usually arrive within 7-15 business days. These are our estimates:

• United States: 7-15 business days
• Canada: 7-15 business days
• Australia: 7-15 business days
• United Kingdom: 6-15 business days
• Countries in the European Union: 6-15 business days
• Rest of world: 10-35 business days

*This doesn’t include our 1-5 day processing time.

You can read more about our Shipping Policy here.

 

RETURNS & Refunds

Q. How do I return an item?

A. If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. 

You can read more about our Refund Policy here.

To ask for a return, please contact our support on the contact page. 

Or send mail at contact@frenchiecomplex.com

Q. Will shipping be covered for my returns?

A. All return shipping fees and other miscellaneous fees are the responsibility of the customer.

Q. How long is the returns process?

A. If your refund is approved, the refund process may take up to 14 business days. We will send you an email to confirm after your refund is processed.

Q. When will I receive my refund?

A. All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.