
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.
Membership
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?
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.
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.
Product damage
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?
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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Welcome to Contact Us.
ecshop@franzcollection.com.tw
+886-2-2767-3320
0800-889-886
+886-2-2765-4174