Purchase and Payment

Do I need to pay additional Value-Added Tax (VAT)?
No. The price you see on the product page is the final selling price. All applicable taxes and duties are already included. You will not encounter any hidden charges during checkout or upon delivery.

What payment methods do you accept?
To ensure payment security, we currently support the following methods: credit cards (Visa/Mastercard), Western Union, and bank transfers.

Is the website transaction secure?
Absolutely. Protecting your information is our top priority. Our website uses bank-level SSL encryption technology and strictly adheres to PCI-DSS security standards, ensuring your personal and payment data is fully protected during transmission.

What should I do if my credit card payment fails?
First, confirm that the card number, expiration date, and security code are entered correctly. Also, check with your bank to ensure international online payments are enabled. If the issue persists:

• Try using another credit card or an alternative payment method.

• Contact your bank to inquire about the authorization status.

• Reach out to our support team via email or live chat for assistance.

What should I do if the order is unsuccessful but my card is charged?
This is usually caused by a bank pre-authorization, and the funds are not actually deducted. Banks typically release frozen funds automatically within 3–10 business days. If the amount was actually deducted, please contact us immediately with your order information. We will verify and resolve the issue with the payment channel as soon as possible.

Can I complete payment over the phone?
To ensure maximum security, we do not offer telephone payment services. All orders must be completed through the secure encrypted checkout system on our official website.

Products and Inventory

Are all products in stock?
Most of our Frenchie clothes and gear are in stock and ready to ship. However, during peak seasons or special events, some popular styles may sell out quickly. Real-time stock information is displayed on each product page.

I see a "pre-sale" product. What does this mean?
For upcoming or restocked popular designs, we may open "pre-sales." This allows you to secure your favorite items in advance. After payment, we will ship products in the order of pre-sales. The estimated shipping time will be clearly stated on the product page.

How do I choose the right size for my Frenchie?
To ensure the best fit, we strongly recommend consulting our detailed size guide before placing an order. Each product page includes measurements. French Bulldogs have unique body shapes, so comparing your dog's measurements is the most accurate method.

Order Modifications and After-Sales Service

Can I modify or cancel my order after placing it?
Once an order enters the packing process, we cannot make modifications. If you need to change the shipping address or product details, please contact our customer service team as soon as possible after payment.

Orders can be canceled within 1 hour of placement, provided they have not yet entered the shipping preparation stage.

Can customized items (with names or personalization) be returned or exchanged?
As customized products are personalized and exclusive to you, they cannot be returned or exchanged without reason once production is complete, unless there is a quality defect. Please double-check all information before placing a customization order.

What is your return and exchange policy?
We offer a 14-day return and exchange service from the date of delivery. Returned items must remain unused, unwashed, and with tags and original packaging intact. Please apply for a return authorization through our customer service channels.

How long does it take to receive a refund after returning a product?
Once we receive the returned product and confirm it meets return conditions, the refund will be processed within 3–5 business days and returned via the original payment method. The exact time for the refund to reach your account depends on your bank or payment provider.

Do I need to cover the costs for returns or exchanges?
If a return or exchange is initiated for non-quality reasons (such as incorrect sizing or change of mind), the return shipping cost will be your responsibility. If the return or exchange is due to our error (such as shipping the wrong product or a quality issue), we will cover all associated costs.

How should I wash and care for my Frenchie's clothing?
To ensure longevity, we recommend:

• Machine washing cold with similar colors.

• Turning garments inside out.

• Avoiding bleach and fabric softeners.

• Tumble drying on low heat or, ideally, air drying.

• Avoiding ironing directly on printed or embroidered areas.

Frenchie Vibe Support Team