FAQ

Can't find your answer below? We are here to help! Please get in contact with us here

HOW CAN I ADJUST MY FRANC WATCH?

Link Watch Bands - Do you live near our Melbourne or Hobart store? If yes, you can pop in store during opening hours and our lovely staff will adjust your watch to the perfect size! If you live interstate please visit your nearest jewellery store or watch repairer who will be able to remove or add links for you.

Mesh Watch Bands - You would have received a small tool to assist with adjusting this band and a postcard showing the steps. Please contact hello@francesca.com.au if you requite any assistance xx

DO YOU OFFER AFTERPAY?

We sure do, on orders over $100. The option for Afterpay will appear at the checkout, just follow the prompts from there!

OH NO! MY BRACELET BROKE! CAN I HAVE IT RESTRUNG?

You sure can! If this happens within our three month warranty period, we will cover the cost of repair and there will be no charge. If your bracelet is outside our warranty period and beads were lost, there may be a fee associated with the repair. Please get in touch at hello@francesca.com.au or pop in store to discuss further!

HOW DO I ADD AND REMOVE CHARMS ON MY FRANC CREATE BRACELETS?

We are currently phasing to a new style of jump-ring which is super exciting! This new style is an overlapped jump-ring, making it easier for you to add and remove charms from your bracelets without any tools required - it works just like a keyring! Our classic style jump-ring does require jewellery pliers.

Click here on step-by-step instructions on how to attach your new charm to your bracelet!

DO YOU HAVE A LOYALTY PROGRAM?

We sure do! At the top right hand side of your screen you will see 'My Rewards' where you can join our loyalty rewards club and accrue Franc points! All points have a 6 month expiry from the purchase date if no further orders are place within that timeframe. Loyalty rewards cannot be used in conjunction with any other offer, promotion, discount code or shipping cost. Minimum cart value is required for each reward. Once a reward has been redeem we are unable to add the points back onto your account. Please contact hello@francesca.com.au if you have any queries.

CAN I HAVE A BRACELET MADE TO MY SIZE?

You sure can! Select the bracelet you wish to purchase and in the order notes during checkout, tell us what size you would like it made to! We suggest measuring your wrist and adding 1cm.

Please note, we do not recommend purchasing items for children due to choking hazard.

HOW DO I ADJUST MY CHAIN?

We're all about versatility - so that's why we released our Franc Create chain, a fully adjustable chain available in both 50cm and 80cm lengths that have a ball mechanism allowing you to adjust your necklace to any length making it perfect for layering!

To do this you slide the ball mechanism along the chain - holding the chain close to the ball in the other hand! It can be a little stiff on it's first go but don't be afraid to be firm as our chains are very sturdy! Still not sure? Click here to see a photo of how to do it!

HOW DO I KEEP MY FRANCESCA PIECES LOOKING THEIR BEST?

Want to know how to keep your jewellery looking shiny? Click here to find out how!

You can also purchase a Francesca sterling silver polishing cloth or solid gold polishing cloth on our website!

DO YOUR PIECES COME WITH A WARRANTY?

They sure do! You can see the full details here!

THE ITEM I LIKE IS SOLD OUT?

If the item is sold out, you can click on 'sold out - notify me when available'. Enter your e-mail address and we will send you an automatic e-mail as soon as it is available for purchase! As we release many limited edition pieces, some items are discontinued and may not be restocked again! We suggest you get in quick to ensure you don't miss out!

DO YOU OFFER GIFT WRAPPING?

We sure do - for free! Gift wrapping is selectable at checkout; please leave a note on which items you would like to be gift wrapped and if you would like to leave a gift note.

DO YOU HAVE A COLLECT IN STORE OPTION?

Yes, we do! If you live in Hobart, you can select to collect your order in store. You will receive a text message confirmation when your order is ready to collect. Please note that under the shipping method, it will say pick-up-in-store.

We do not currently offer a collect in store option for our Melbourne Central store.

DO YOU SHIP INTERNATIONALLY (OUTSIDE AUSTRALIA)?

Yes, we sure do! We offer international delivery for a flat rate of $15 & free on orders over $150. Please note that it takes about 2 weeks to 10 business days for orders to arrive. Delivery to New Zealand customers takes 2-3 business days.

All prices are on Francesca are in Australian dollars (AUD). For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country. Please contact your local customs office for further information.

Please note that for shipping outside Australia and New Zealand, there are currently transit delays of up to 10 weeks.

CAN I CHANGE MY ORDER ONCE I HAVE PLACED IT?

Once an order is placed we are not able alter, change or cancel it, apologies!

WHEN WILL I RECEIVE MY ORDER?

We ship orders out business days from our studio in Hobart, Tasmania. If you order before 12pm AEST on a business day, we try to dispatch your order the same business day, however this cannot be guaranteed.

We may encounter a longer order processing time during peak sale and holiday periods, please allow up to three business days to receive your shipping confirmation.

Due to COVID-19 social distancing measures, please note that Australia Post are not guaranteeing next-day delivery with express shipping. Please check their website for the latest information regarding delivery timeframes.

CAN I TRACK MY ORDER?

Yes, we will send you a shipping confirmation email once your order has been dispatched from our studio. This includes your tracking details with Australia Post so you know where your jewellery is at all times, you can track it here. Please contact us at hello@francesca.com.au if you don't receive your tracking details!

DO I NEED TO BE HOME WHEN MY ORDER IS DELIVERED?

Yes, all of our packages require a signature upon delivery. If nobody is home, a card will be left with instructions on which local post office your parcel has been re-directed to. You can track your delivery on the Australia Post website with the shipping details you will have received when your order was dispatched from our studio here.

Due to COVID-19 social distancing restrictions, Australia Post are not currently requiring a signature upon delivery. Francesca takes no liability for mis-delivered parcels.

DO YOU MAKE ALL FRANCESCA PRODUCTS IN HOUSE?

Our beaded bracelets and many limited edition pieces are handcrafted with love in our studio located in Hobart, Tasmania. As we have grown, we have partnered with various artisans around the world to help keep up with demand!

We pride ourselves on high quality yet affordable jewellery. We believe in developing our brand and products in a responsible manner and partner with manufacturers worldwide who specialise in the area of expertise needed for our collections. These manufacturers comply with our ethical standards of safe working environments, our labour policies and are sustainable companies. We are committed to manufacturing products in a responsible manner and have a very close relationship with all our constituents.

CAN I HAVE MY BRACELETS ADJUSTED?

Absolutely! If your bracelet is within our three month warranty period, we can do this for you free of charge! If it is outside of this time frame, a fee may apply. Please email hello@francesca.com.au with the style of your bracelet and we can assess the alteration request for you. Shipping costs will be the customers responsibility.

HOW DO I KNOW WHAT SIZE I AM?

Please refer to the measurements in the items product descriptions along with a ring and bracelet size chart.

DO YOU HAVE A STORE WHERE I CAN TRY ON THE JEWELLERY?

We sure do! Please see our storespage for opening hours.

TASMANIA

Cat & Fiddle Arcade, Level 2, Hobart.

VICTORIA

Melbourne Central, Shop 231, Level 2, Melbourne.

I AM NOT HAPPY WITH MY PURCHASE, CAN I RETURN IT?

We do not offer returns or refunds on sale, promotional or charity items unless deemed faulty by Francesca.

If you are unhappy with your purchase, you may return it within two (2) weeks of purchase date for a credit note that can then be used in store or online. To be eligible for a return, all items must be in original packaging with all tags attached. We do not offer refunds for change of mind. A refund will be given for any goods which are faulty upon arrival. Personalised pieces (monograms and engraved) are unable to be returned or exchanged due to their bespoke nature. Due to hygiene reasons we cannot accept returns or exchanges on earrings.

Please note: due to situation currently unfolding from COVID-19, there are currently longer processing times for returns. We apologise for any inconvenience. xx

Please find our full returns terms & conditions here.

HOW DO I USE A DISCOUNT CODE ONLINE?

A discount code can be applied to orders once you are at the payment stage of your order. The code should be entered in the discount code panel and once you press apply it should take the discount amount off the order total. Please note this does not apply to postage costs. Only one discount code can be issued per order.

HOW LONG ARE GIFT CARDS VALID?

Gift cards do not expire so you can use at any time.

Please note, when purchasing a gift card the loyalty points accrued from the purchase will not be added to your account. They will be added to the recipients account when the gift card is spent.

HOW DO I USE A GIFT CARD OR STORE CREDIT ONLINE?

To use your gift card online you simply need to enter the code (letters and numbers will be included) on the back of your gift card which is below the barcode, or enter in your store credit discount code, during the payment step of checking out. The gift card or store credit amount will be deducted off your order total.

Codes are not case sensitive. Please note gift cards and store credits do not not cover postage costs.

I HAVE A QUESTION AND I CAN'T FIND THE ANSWER!

Our Customer Care team is here to help! Please get in touch via our live chat option at the bottom right of your screen, email us at hello@francesca.com.au or call us on 0487 893 650 between 9am - 4pm Monday to Friday (excluding public holidays).