F A Q
Welcome to our Customer FAQ. We’ve put together answers to the most common questions about our products, shipping and returns to help make your shopping experience as smooth as possible. If you need any extra guidance or can’t find what you’re looking for, please reach out – we’re always happy to help!
What are your shipping costs?
We ship Australia-wide using Australia Post and Direct Freight. Domestic shipping is charged at a flat rate based on destination. Bulky or oversized items may incur additional freight costs; if applicable, this will always be communicated prior to dispatching
- Domestic NSW, ACT & VIC = $20 flat rate
- Domestic QLD & SA = $30 flat rate
- Domestic TAS = $35 flat rate
- Domestic NT & WA = $40
Where do you ship from?
All orders are packed and dispatched from our Balgowlah, NSW (2093) office and warehouse.
Can I collect my order?
Yes! Local collection is available for local customers or those passing through the area. Once your order is placed, we will contact you via email to arrange a suitable collection time and date.
How long will my order take to be dispatched?
Orders are typically processed and dispatched within 1–5 business days. During busy periods or promotional events, dispatch times may be slightly extended. If you require stock urgently, please email us and we will do our best to assist where possible.
What are the returns policy?
We stand by the quality of our products and want you to feel confident in your purchase. If you’re not completely satisfied, we’re happy to offer a change-of-mind return via either a refund or store credit under the following conditions;
The return request is made within 5 days of receiving your order
Items are returned within 30 days of purchase
Items are in perfect, sellable condition
Original packaging is included and undamaged
Items have not been used, washed or altered
- Please note that sale or promotional items are final sale and cannot be returned
Please note that return shipping costs for all change-of-mind returns are the responsibility of the customer, and original freight charges are non-refundable for change-of-mind returns.
What if my item arrives damaged or faulty?
We always want our customers to be happy with their purchase. If an item arrives damaged in transit or is faulty, please contact us at christophe@francalia.com.au within 5 business days of delivery and include supporting imagery so we can assist you promptly. Once reviewed, we will work with you to resolve the issue, which may include a replacement, refund or store credit.
Many of our products are handmade, hand-finished or batch dyed, meaning natural variations in colour, texture and finish are part of the design and are not considered faults. Where applicable, this information will be clearly noted on the product page so you know what to expect before purchasing.
Am I eligible for wholesale or trade?
Wholesale accounts are available for brick-and-mortar retailers whilst trade pricing is available to interior stylists, designers and industry professionals. If you believe you may be eligible through a trade related business – including owning or managing a short-stay rental or Airbnb property, a day spa, boutique accommodation, or another business purchasing homewares for commercial use – please reach out with your ABN and relevant business or property links. We’re always happy to review and guide you through the process!
Is the colour shown online accurate?
We do our best to represent colours accurately online, however tones may vary slightly due to screen settings and lighting. Please refer to the product description for more details or contact us if you’d like help before purchasing.
Still have questions?
Privacy | Our Promise to You
When placing your order we require your name, email, credit card number/expiry date & phone number in case there is a problem with the order. Francalia is committed to maintaining the privacy of our customers and will not reveal your personal information (collected for website authorisation) to external organisations. Personal information will be stored securely and will only be used for the purpose of fulfilling your order.
We endeavour to keep the website updated, but from time to time there will be out of stocks and we will notify you directly if a product’s availability changes. If you place an order and the item becomes unavailable, we will contact you and give you the choice of keeping the order until new stock becomes available or we will refund in full. Information, along with pricing may change from time to time and there will sometimes be a discontinuation of some product items.
We have tried to display the correct colour of our product as accurately as possible, however colours do change according to the monitor being used. We cannot guarantee the colours you see will be completely accurate. Descriptions of our products, along with sizing are approximate as many of our products are hand-made and there can be slight variations. These slight variations do not mean the product is damaged or faulty.
