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.

FAQs

We offer trade pricing to interior decorators, stylists and architects. It is required that you share your business ABN and website to be approved. To register for a trade account please click here. Once your details have been approved and you log into your account, the websites’ prices will have changed to reflect the wholesale and/or trade reduced prices.

Similarly, we offer wholesale pricing to physical storefronts. It is required to share your business ABN and your website (including the address of your storefront) to be approved. Once your details have been approved and you log into your account, the websites’ prices will have changed to reflect the wholesale and/or trade reduced prices. To register for a wholesale account please click here. Once your details have been approved and you log into your account, the websites’ prices will have changed to reflect the wholesale and/or trade reduced prices.

We do give exclusivity to existing Francalia stockists so confirmation of you wholesale/trade order will depend on your geographical location.

Wholesale and trade customers have a minimum spend of $500.

The cost of shipping depends on what has been ordered. Shipping pricing is calculated based on 3 aspects;

  1. The total weight of the order
  2. The delivery location
  3. The fragility of your order (table and glassware)

The total shipping cost will be calculated once your order is packed, at which time you will be contacted with the final amount.

If you require more information regarding shipping costs please contact our sales staff.

Please allow 3-4 days for your order to be dispatched as it can only be processed and then booked with our freight company once payment has been received and confirmed.

Shipping times will vary depending on the delivery location, however you can expect the turnaround to be approximately 3-5 days.

Currently we do not ship internationally. If you are a New Zealand based wholesale, trade or direct customer please contact our team as an exception to this information.

Yes! If you’d like to collect your order directly from our showroom you will need to contact us directly to first let us know so that your order invoice can be altered accordingly and to organise a suitable time. However if you collect your items from us, we are not liable for any damage that might happen once it leaves with you.

Prices displayed for public buyers include GST, however if you are a wholesale or trade customer the price displayed online will NOT included GST and therefore will be added once the final invoice is sent.

We accept Visa, Mastercard or payment by direct deposit. Credit card payments are subject to checks and authorisation. If the issuer of your card does not authorise payment we will not be liable for non-delivery. Payment is taken at the time the order is placed – the total cost of your order is the price of the items plus delivery.

Your order can be cancelled within 24 hours of purchase, however if the order has already been shipped we are not able to intervene and cancel the delivery.

Here at Francalia we believe in value for money and we pride ourselves on our range of quality homewares. We want you to feel confident shopping with us online and be pleased with your order once you receive it.

However, we understand that sometimes you may wish to return a product that you have purchased from our online store. Our policy regarding returns allows for products to be returned if you have changed your mind or if an item faulty or damaged.

If you have changed your mind about a purchase, we offer either an exchange or refund to the amount of the item(s) at the time of said purchase, provided that:

  1.  Items are in original, unopened and undamaged packaging.
  2. You have proof of purchase; and
  3. Items are returned within 30 days of the time of receipt of goods.

To proceed with your return, please complete our Returns Form by clicking the button below:

 

If in the unfortunate event your item arrives faulty, damaged or incorrectly shipped, please contact our team on (02) 9948 4977 or alternatively email sales@francalia.com.au within 30 days of receipt of goods. Should your item be deemed faulty, damaged or incorrectly shipped, Francalia will provide an exchange or refund. Refunds will be processed according to your original method of payment.

If you believe your item is faulty after the 30 day time criteria, we may require you to send the item back at your expense for assessment.

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.

Still have questions?