Terms of Service

Overview

• Francalia offers wholesale accounts to approved bricks-and-mortar retailers, with applications reviewed to support existing or stockists with brand exclusivity.
• Trade pricing is available to interior stylists and design professionals.
• Orders are placed online, with a $500 minimum for wholesale and proforma payment for new accounts.
• Products are sourced from Europe and Asia, with custom, pre-order and volume options available on selected ranges.
• Freight is calculated per order, although we also facilitate in-person collection or delivery through freight agent of your choice.
• Wholesale orders are not eligible for change-of-mind returns; however, we will always assist with any items that arrive faulty or damaged.

Who can apply for a wholesale account?

Wholesale pricing is available to any business operating a physical bricks-and-mortar retail storefront. All wholesale applications are subject to approval to ensure that there is no potential overlap with existing stockists.

Interior stylists, decorators and trade professionals are welcome to apply for trade pricing.

How do I apply for a wholesale account?

Simply complete our registration application form. Once received, we will review your details and be in touch via email within 2–3 business days.

What is trade pricing and who is it for?

Our trade pricing is available to interior stylists, decorators and other trade professionals working on residential or commercial projects. Trade accounts are designed to support project-based purchasing and do not require a physical retail storefront. For clients placing larger-volume or custom orders, we are happy to discuss tailored pricing structures and lead times on a case-by-case basis.

To apply, please complete our registration application form and select Trade under Customer Account. We will be in touch once your details have been reviewed.

Is there a minimum order value?

Yes, a minimum spend of $500 AUD applies to all wholesale orders. Orders that do not meet this minimum may be requested to increase to the minimum spend or may be processed under our trade pricing structure instead.

What are your payment terms?

All new wholesale or trade accounts are required to trade on a proforma basis. Credit accounts may be made available once a relationship has been established and order volumes are consistent and are subject to approval. Approved credit customers will be asked to sign a credit agreement outlining the relevant terms and conditions.

Do you offer exclusivity?

Exclusivity may be offered on a case-by-case basis and is dependent on location, purchasing patterns and brand commitment. All exclusivity agreements are reviewed every six months to ensure partnerships remain balanced and mutually beneficial. For more information, visit our Exclusivity Policy page

Where are your products made?

Our collections are thoughtfully sourced from across Europe and Asia, working closely with trusted suppliers and manufacturers who value craftsmanship, quality materials and responsible production. Country of origin details can be found within individual product listings or are available on request.

We also design and develop our own line of products under the “French Signature” brand.

Do you offer custom items?

Yes. We are able to assist clients in creating or customising selected products. Custom branding, sizing, detailing and colour options are available across our French Signature Linen range and as we create our French Signature Scented Candles in-house, we can facilitate custom labels and bespoke scents.

Please note that custom orders may be subject to minimum quantities and extended lead times. For more information, please email us to discuss your vision and requirements.

How does your online ordering work?

Clients are encouraged to place orders directly through our website. Once received, we carefully review the order to double check stock availability. While we do our best to keep the website as up to date as possible, on occasion certain items or quantities may become unavailable.

Please allow 1–5 business days from order placement for your order to be reviewed, packed and freight to be calculated. A proforma invoice will then be issued for payment. Once payment has been received, the order is booked for dispatch.

How is freight calculated?

Freight is calculated based on the size, weight and volume of the items ordered, so each order will vary depending on what is purchased. We primarily ship using Direct Freight for the majority of deliveries, with Australia Post or UPS used where appropriate.

To ensure smooth delivery, we require confirmation of store opening or staffed hours, as well as authority to leave if authorised. For larger, bulky or highly volumetric orders, we organise freight with a local courier.

Can I use my own freight agent?

Yes! Clients are welcome to organise their own freight if preferred, and we are more than happy to facilitate this as required.

Can I collect my order?

Local pickup may be available by arrangement. Please contact us prior to ordering to confirm availability.

Do you offer pre-orders?

Yes. We can facilitate pre-orders for both new and returning stock. Pre-orders allow us to allocate a specific quantity of items to you prior to arrival, ensuring priority access once the stock lands. Orders with an allocated backorder will be fulfilled first upon arrival.

Estimated delivery timeframes will be provided where possible, however these are indicative only. As our stock is sourced internationally, delivery schedules may be impacted by factors outside of our control, including manufacturing timelines, shipping delays, port congestion and courier availability.

For this reason, pre-orders on regular stock are generally not prepaid. However, where stock is specially ordered or produced specifically for you, a 50% deposit may be required to secure the order and confirm commitment to the stock upon arrival.

What is your returns policy for wholesalers?

Due to the nature of wholesale purchasing, we do not accept change-of-mind returns.

What if an item arrives damages or is faulty?

At Francalia, we take pride in delivering a high-quality experience for our client so if an item arrives damaged in transit or is deemed faulty, please notify us within 5 business days of receiving your delivery and provide supporting imagery. You will then be offered either a replacement item or a credit for the purchase amount.

In some cases, we may request the item be returned for further inspection prior to a refund or credit being issued. Where a product is confirmed as faulty or damaged, the cost of return freight will be covered by us.

Please note that many of our products are handmade or hand-finished, and natural variations in colour, texture and finish are considered part of the design and are not deemed faults eligible for return or refund. Where relevant, this information will be clearly outlined in the individual product details.

How do I make a return?

If a return for faulty items is approved, we will arrange collection via Direct Freight. Items should be securely packaged, and where possible, returned in their original packaging to ensure safe transit. We will require the overall dimensions and weight of the packaged goods to organise pickup.

Once confirmed, a courier will be booked for collection – typically the next business day or as otherwise arranged. The driver will arrive with the relevant return labels at the time of collection.

If you choose to organise the return independently, please retain proof of payment and provide the relevant documentation to us so we can arrange reimbursement of the approved return freight costs.

Can we use your digital imagery and assets in our business?

Yes, wholesale clients have access to a range of product images and marketing assets to use across their website and social media to assist with selling our products. We simply ask that these assets are used as provided and not altered or edited to remove key details. If used on social media, we kindly ask that Francalia is credited where appropriate.