Yes. You enjoy the same membership discount at FRANZ Online Store, and the amount you purchase is also counted into your account as bases your membership upgrade and annual rewards.
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I got membership from FRANZ counters. Can I enjoy the same membership discount at FRANZ Online Store? Can the amount I purchase online counted into my account?
What if I forget my password?
Please click “Forget my password” from “Account,” and enter the account (phone number) you provided. The verification code will be sent to your mobile and you can reset the new password. Or, you can write to/call our customer service (+886-2-2767-3320).
Shopping & Order
I’d like to purchase a gift. Do you provide any additional items?
We offer a gift bag along with the product, and can print a card for you. You may enter your words on the card on the billing page.
After I place an order, can I make any changes to my order?
After an order is placed, the customer cannot directly make any changes. Please make sure you have entered correct information when placing an order. If there is any change you’d like to make, please contact our customer service.
FRANZ adopts international standard shipping methods, which is unlikely to cause damage during shipping. If you discover damage when unpacking, please stay calm and check if there’s any damage on the outer box. Please take photos of the damaged parts and send them to our customer service. We will deal with the situation for you.
Shipping & Return
Do you ship to outlying islands?
In collaboration with HLT Logistics, we can ship our products to certain outlying islands but require an additional shipping fee. Please call our customer service before placing an order. However, we are unable to ship our products to the following areas. Sorry for the inconvenience.
Lanyu Township, LyudaoTownship (Taitung County)
Nangan Township, Beigan Township, Juguang Township, Dongyin Township, Wuqiu Towmship (Lianjiang County)
Diaoyutai Islets (Yilan County)
Dongsha Islands, Nansha Islands (Kaohsiung City)
How do I request for return / exchange?
Applying for Return (Applicable to orders in Taiwan only)
- We don’t accept return over 7 days (the 7-day appreciation period policy) after purchase, starting from the day you receive the product.
- We don’t offer “trial” during the 7-day appreciation period. The product you return must be new with complete package (including the product itself, the accessories, the gifts, the warranty card, the original package, and all the attached documents). Please do not miss out any parts or accessories, dismantle the product, or damage the original outer box. The original outer box and the package are parts of the product. Missing, damage, or loss of parts may affect your right to return. We may deduct necessary cost for restoring the original state according to the degree of damage.
- Once the product is unpacked and used, it cannot be returned or exchanged. Please understand.
- Please click “Apply for Return” on the order, and specify the item you’d like to return and the reason for return.
- When your request for return is approved, we will send the delivery man to the address you provide to pick up the item. We will cover the delivery fee.
- The coupon and bonuses will no longer be effective after use. You cannot use them again even after the request for return is approved. Please understand.
- When submitting the request for return, you agree with our Return Policy and accept that we nullify the receipt and continue related follow-up matters.
- If you use a credit card for payment, we will process a refund after our staff receives and confirms the completeness of the returned items. The actual credited day varies in accordance with the crediting day of each card-issuing bank. Please contact your bank for the actual credited day.
- When we confirm that your request meets our refund standard and the information you provide is correct, we will return the amount to your account in 14 days
Situations that we are unable to accept return
- We don’t accept return over the 7-day appreciation period.
- We don’t accept return if the item is damaged.
- We don’t accept return of utensils (coffee, tea, dining utensils) for hygiene reasons.
- If there are discrepancies between the returned items and the order that the products of this order, including gifts, are not completely mailed back and well-packaged, your right to return may be affected.
Situations that we are unable to make a refund
- The receipt is not sent back. (Our customer service will notify you to send the receipt, but you’ll have to cover the postage yourself.)
- If there are obvious errors regarding the information you enter and we are unable to reach you within 10 workdays after you submit the request for return, your application will be cancelled.
- We already make the arrangement, but the delivery man has been unable to pick up the product for 3 times. We will cancel your application. Please understand.
Please read carefully and confirm that you accept the above-mentioned matters before submitting the request for return. After we receive your application, we will handle the return and refund matters for you as soon as possible. Please note that when you submit the request for return, you agree with our Return Policy and accept that we nullify the receipt and continue related follow-up matters.
Shipping Service / Shipping Fee
To offer our esteemed customer the best service, all orders in Taiwan will be shipped to house. If the amount of an order (after discount) exceeds TWD 3,000, the customer enjoys free shipping.
Can you ship overseas?
Yes, but the shipping fee depends on the region of shipping and the size of your product. Please contact the customer service before placing an order. Thank you!
Can I change the shipping address?
When an order is placed, the customer cannot directly make any changes. Please make sure you have entered correct information when placing an order. If there is any change you’d like to make, please contact our customer service.
When can I receive the product after placing an order?
Except for remote areas or force majeure, in Taiwan, you will receive your product in 3 to 7 workdays (excluding national holidays) after placing an order. Your receipt will be sent to you 7 days after you receive the product.
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