FAQs
How to contact Marcel Franck customer service?
Marcel Franck is always happy to help you. For customer enquiries please use the contact details below. You can also use the contact form available on our website.
Telephone: +33 6 26 49 06 54. Our lines are available between 9am and 5pm, Monday to Friday. If we are unable to take your call, please leave a message and we will contact you as soon as possible.
Email: For General enquiries or to check the status of your order: contact@marcelfranck.com
Post: Marcel Franck, 15 avenue du Recteur Poincaré, 75016 Paris, France
Experiencing difficulties while ordering online?
Please contact us if you are experiencing any technical difficulties placing your order. We will happily guide you through the ordering or payment process if you require assistance.
What payment do you accept?
We currently accept payment by Visa, MasterCard, American Express, Stripe and PayPal. If you are not using any of these options, please contact us.
How do you confirm my order?
You will receive an order confirmation via email a few minutes after you place your order. Please check your junk or spam folders if it does not appear in your general email inbox.
Please review the order confirmation and contact us if you see any errors.
Can I change or cancel my order?
If you would like to change/cancel your order, please contact us as soon as possible. If your order hasn’t been dispatched, we are in most cases able to help you. Please note that there’s not much to do when your order has been sent.
Where do you deliver?
We deliver worldwide and dispatch Monday to Friday. We endeavor to process all orders within 1-2 working days of your placed order. In case of any delay we will contact you. All orders are sent tracked and insured for your convenience and security. You will receive an email with a link leading to the website of the forwarder to track your order .
Delivery times:
- Standard France: delivery will take between 2-5 working days
- Delivery within Europe: around 7 working days
- Delivery to the rest of the World: around 10 working days.
The delivery times stated are approximate so please allow more time when making a gift purchase. If bespoke engraving has been requested, please allow up to an additional 10 to 15 working days on top of the delivery time.
What are the postage charges?
The following postage charges will be applied to any purchase.
France € 10
Europe € 20
Rest of the World € 30*
*Please read the Customs section
Do you offer free shipping?
We offer free Worldwide shipping on all orders over €200.Customs duties and taxes are payable by the recipient.
Forwarder
France - DPD
Europe - DPD
Rest of the world - DPD
Are my purchases insured?
We insure each purchase during its transit and until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.
Do I have to pay custom duties?
Please note that all goods are shipped from France, and any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Please note that we cannot undervalue orders, or mark them as a gift.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.
What is your returns policy?
In the unlikely event that you are unhappy with your purchase, you may return it for a full refund. You must do so within 14 days of your purchase date and any goods must be returned new and unused, in their original packaging, complete with a printed copy of the receipt. Once we have received the goods in satisfactory condition, the cost of the goods will be refunded promptly to the original payment card. Regrettably, we cannot refund the original postage cost nor custom duties or taxes.
Please send a mail to contact@marcelfranck.com before posting back the package in order to obtain the relevant information to complete the process.
Purchases from a Marcel Franck retailer must be taken back to the store where it was originally purchased from and are submitted to the store return policy.
What shall I do if the order is incorrect?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us by email at contact@marcelfranck.com and we will look into it. Please include your order reference when e-mailing customer services.
Is there a procedure for international returns?
All returned items should be declared as a "Returns and Repairs of French Merchandise" on the customs declaration; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our warehouse and may incur additional fees which will be charged to you.
Please send a mail to contact@marcelfranck.com before posting back the package in order to obtain the relevant information to complete the process.
Are the products guaranteed?
Marcel Franck products come with a warranty covering manufacturing defects for one year from the date of purchase. During this one-year warranty period Marcel Franck will make any necessary repair in our Paris studio.
What packaging do you offer?
Our luxury packaging is produced exclusively for us. We believe a box is not just a form of packaging but a way of creating a lasting first impression for the recipient. All our products are delivered with a funnel. Our purse atomizers are also delivered with a pouch. To preserve their conditions we recommend, when not in use, to keep them inside the pouch.