FAQ

Regarding Order Placement

Do I need to pay VAT on my purchase?
No. All prices shown on our website are final and include any applicable taxes and duties. You will not be charged any additional fees at checkout or upon delivery.

What payment methods do you accept?
We accept the following secure payment methods: Credit Cards (Visa/Mastercard), Western Union, and Bank Transfer.

Do you ship to destinations outside your country?
Yes, we ship worldwide. Orders are dispatched from our nearest regional warehouse to ensure faster delivery times.

Can I complete my payment over the phone?
For security reasons, we do not process payments over the phone. All transactions must be completed securely through our online checkout system.

Is my transaction secure on your website?
Absolutely. Our website uses SSL encryption and complies with PCI-DSS security standards to ensure your payment and personal details are fully protected.

What should I do if I encounter an error during credit card payment?
Please double-check that your card details are correct and that your bank authorizes international transactions. If the issue persists, try an alternative payment method or contact your bank. You can also reach out to our support team for assistance.

What happens if my order is not confirmed but my card shows a charge?
This is typically a temporary hold by your bank, which is released within 3–10 business days. If the order was not confirmed, no actual charge will be processed. If the amount was deducted, please contact us immediately with your order details, and we will investigate.

If I cannot finalize my order online, how can I proceed?
You can contact our Customer Support team via email or live chat. We will guide you through the process or provide a secure payment link where possible.

Regarding Order Processing

Are all products in stock?
Most items are in stock and ready to ship. During peak seasons or special promotions, some popular styles may sell out quickly. Real-time availability is displayed on each product page.

Can I modify my order after payment?
Changes can only be made if the order has not yet entered the packing stage. Please contact us as soon as possible, and we will do our best to assist.

Can I cancel my order after purchase?
Yes, you may cancel your order within 1 hour of placement, provided it has not been prepared for shipment. Please refer to the cancellation procedure below.

What is the procedure to cancel an order?
Contact our Customer Support team immediately via email or your account dashboard with your order number. We will confirm if cancellation is possible and process it promptly.

What shipping methods do you offer and what are the delivery times?
We ship from regional warehouses using tracked services. European deliveries typically take 7–10 business days. Global shipping times range from 7–20 business days, depending on the destination.

How can I track my shipment?
Once your order is dispatched, you will receive a tracking number via email. You can monitor your shipment's progress on the carrier's website or in your account.

What should I do if my order does not arrive within the expected timeframe?
First, check your tracking details for updates. If there is no movement or the delivery is significantly delayed, contact our support team with your order number, and we will investigate with the carrier.

Regarding After-Sales Service

What is your return policy?
We offer a 14-day return period from the date of delivery for items in unused and original condition, with tags attached. Personalized or special-order items may not be eligible unless faulty.

How long does an exchange or refund take to process?
Once we receive the returned item, processing takes 3–5 business days. Refunds are then issued to your original payment method. The timing for funds to appear depends on your bank or payment provider.

Are there any extra charges for returns or exchanges?
Customers are responsible for the cost of return shipping unless the item is faulty or incorrect. We do not charge additional handling fees for processing returns or refunds.

Frenchie Vibe Support Team