FRNĆH

FAQs

I have a FRNĆH-MERGENCY HELP! What should I do ?


If you have placed your order online and are currently experiencing any issues please contact us via info.frnch@gmail.com
Please provide your order number and explain your FRNĆH-mergency in detail. Our response team will respond within 24-48 hours (Weekends & Public holidays are not included).

  • During Sale/Pop up periods response time is subject to delays. (Please check our social media for notifications of the above)

PRODUCTS

Wash care instructions 

  • Cold hand wash separately
  • Wash Garment inside out
  • Do not soak, do not bleach
  • Do not tumble dry
  • Dry flat in shade
  • Cool iron

How to choose my size ?
You will find a size chart attached to every product. Customers may compare the reference measurements with your own to find the best choice.
• ”One size” does not necessarily fit all sizes but means there’s only one size for this product

Where can I find your latest products ?
New products are updated weekly on our website to accommodate all clients style specifications & seasonal trends. Sign up for our weekly newsletter to receive email notifications on new collections or follow us on instagram @frnchofficial.

Will you restock products that are sold out ?
We do apologize for the inconvenience. If an item is marked as “Sold Out”, we suggest you check the site frequently within the next two weeks in case it restocks. However, if it does not restock it is likely to be removed/discontinued from our online store. 

ORDERS
How do I place an order ?

Simply follow the order prompts

  • Select your items and add them to your cart
  • Once you have everything you want, click the Proceed to Checkout button
  • Fill out the requested details and select your method of payment
  • Please note it is very important you provide your contact details (cellphone number & email address) 
  • Once paid - You will then be taken to an order confirmation page which will give you your order number


How do I know FRNĆH has received my order ?
You will receive an email to the same associated inbox you used in the billing/order details. This email will confirm your order, and payment.

How do I change/modify my order ?
Please note that we can help you modify your order before shipment.
It includes changing the size or the color of an item and changing your shipping address.
Once your package is shipped, we will not be able to change anything.

  • Orders once confirmed cannot be cancelled !
  •  Please throughly check your order before processing. 

How can I cancel my order ?

We regret once an order is placed it cannot be cancelled . All orders have a processing time of 7-21 working days if the item is not on hand . In the event that 21 working days have lapsed and your order has not yet been dispatched, you are entitled to a full refund (provided your order is not in transit via the courier company )

Important: Due to Covid , Wars & National disasters - and it’s impending repercussions if any delay is affiliated to these causes (lock downs , transit delays etc ). Please note you will be notified you will be notified of the delay via email and unfortunately we will not be able to cancel your order or process a refund as the delay is out of our control.

Pre-Order ?
Pre-Order refers to the purchase of selected items that may not be on hand. To order email info.frnch@gmail.com
• Please attach the product code or the name of the item/s you are searching for and we will respond the availability and ETA of the product.
Our Pre-Order waiting period is 10-20 working days from payment date


PAYMENT

How do I pay for my order ?
Currently you can pay via - 
• Payfast (*preferred option)
• Credit card
• Debit card
• Direct electronic bank transfer (EFT)

All orders are in ZAR (assigned currency)

When will I be charged ?
You will be charged upon checkout

Do your prices include VAT ?
Please note VAT is calculated at checkout

Promo codes ?
Only one coupon code is eligible per order.
All promo codes must be input at the time of checkout by the customer. Our system will not allow us to manually adjust any costs on orders that have already been placed. We cannot apply any promo codes to prior purchases. Unfortunately promo codes cannot be combined - one code is allowed per order. 

POP UP STORES

Please note pop up stores are independently held usually through a third party or a commission based party therefore online sales & pop up sales are different.

In no way or form can a online purchase be exchanged/returned at a POP UP store unless stated otherwise by a FRNCH representative - online purchases will have to follow the correct online exchange protocol to exchange an item.

All POP UP sales are final and cannot be exchanged with online merchandise.

COUPONS/GIFT CARDS

  • All coupons are valid for use within 3 months. 
  • If you fail to use your coupon/voucher within the registered time period, it expires and in no way or form can be renewed or carried forward.
  • Gift vouchers purchased that have been paid in full can be renewed if not used within the year of purchase.

INTERNATIONAL SHIPPING:

International orders may take up to 14 working days to be delivered. Courier services vary from country to country. You will be updated with the relevant tracking info via email.

 

Customs & Import Taxes

Parcels delivered within South Africa are not applicable as we are based in South Africa. Customs & import taxes are applicable for all international orders outside of South Africa.

Depending on the value of your order, & the laws within your country with regard to import duties, you may be charged customs taxes.

The fee payable is at your cost, not FRNĆH PTY LTD.

Returns/Exchanges on International Orders

Kindly note we will allow a 14 day period for the item to be shipped back to us in South Africa should you require an exchange . All standard FRNĆH returns/exchanges policies apply to both domestic & international shipping.

 


    Terms & Conditions 

    This website allows buyers to shop for clothing garments online and have them delivered nationally in South Africa.  All those who confirm and place an order from the site are bound by the terms and conditions. Once registered, you acknowledge that you’ve read, accepted and agreed to be bound by these T&Cs. Should there be any clause in these T&Cs that you do not understand, the responsibility is on you to ask FRNĆH to please explain the relevant clause to you before you accept the T&Cs by buying from the website.

    HAVE A FRNĆH-TASTIC DAY ! <3