Frequently Asked Questions
Find thoughtful guidance on ordering, delivery, returns, the Nº1 HAIRPIN, Haircare and more. Drawing on our professional expertise, we have brought together the questions we are asked most often.
Ordering & Payment
What payment methods do you accept?
Available payment methods are displayed during checkout and may vary depending on your country or region.
Can I cancel my order?
If you would like to cancel your order, please contact us as soon as possible. As orders are processed quickly, we cannot guarantee cancellation once preparation or dispatch has begun.
When cancellation is still possible, you may choose between:
100% Store Credit
Receive the full value of your cancelled order as store credit
towards a future Fiona Franchimon purchase.
Refund to your original payment method
A 3.5% cancellation fee will be deducted from the amount refunded.
Once your order has been dispatched, it can no longer be cancelled. Where applicable, it may be returned after delivery in accordance with our Refund Policy.
Can I change my order or add products after placing it?
Please contact Customer Service as soon as possible. If your order has not yet entered processing, we will do our best to accommodate your request.
Once preparation or dispatch has begun, we cannot guarantee changes to products, quantities or order details.
I entered the wrong shipping address. What should I do?
Contact us immediately with your order number and the correct delivery address. If your order has not yet been dispatched, we will do our best to amend it.
Why haven't I received an order confirmation?
Check your spam or junk folder and make sure the email address entered during checkout is correct.
If you still cannot find it, contact info@fionafranchimon.com.
I forgot to use my discount code. Can it be added afterwards?
Discount codes should be applied during checkout. Once an order has been completed, a promotional code generally cannot be applied retrospectively.
Shipping & Delivery
Where can I find current shipping costs and delivery times?
Shipping options, costs and estimated delivery times vary by destination. Please refer to checkout and our Shipping Policy.
Do you ship internationally?
We ship to a wide selection of international destinations. Available destinations and delivery options are shown during checkout.
My tracking hasn't updated. What should I do?
International parcels may occasionally experience a period between tracking updates, particularly when transferred between carriers.
If the status remains unchanged for an extended period, contact us with your order number and tracking number.
Will I have to pay customs duties or import fees?
Local taxes, customs duties or import charges may apply depending on the destination. Where applicable, these are the responsibility of the recipient.
Can my order be delivered to a hotel?
Yes. Please make sure the hotel accepts parcels for guests and provide your full name, reservation information and correct address.
Returns
Can I return my order?
You may notify us within 14 days of delivery if you wish to return an eligible product.
Standard return items must be unused, unopened, undamaged and in their original packaging.
Please consult our Refund Policy for the complete conditions.
Can I return opened or used Haircare products?
No. For hygiene and product-safety reasons, Haircare products that have been opened, used or had their seal broken cannot be accepted as a standard return.
If you believe there is a quality issue, please contact Customer Service before returning the product.
Can I return a used Hairbrush?
No. Hairbrushes are personal care products. For hygiene and safety reasons, Hairbrushes that have been used or removed from their protective packaging cannot be returned.
What happens to a complimentary gift if I return my order?
A complimentary gift forms part of the original order with which it was offered.
If you return the relevant order or items which mean the original gift conditions are no longer met, the complimentary gift must also be returned.
If the complimentary gift is not returned, we reserve the right to deduct the product value of the retained gift from your refund or otherwise charge its product value.
Who pays for return shipping?
For a standard return, return shipping costs are the responsibility of the customer.
If you received an incorrect or damaged item, please contact us before returning anything.
My order arrived damaged or I received the wrong item. What should I do?
Please contact info@fionafranchimon.com with your order number, a short description and clear photographs of the product and, where relevant, the packaging.
Warranty
What warranty applies to the Nº1 HAIRPIN?
We stand behind the quality of our Nº1 HAIRPIN. When used correctly, a broken Nº1 HAIRPIN is covered by a six-month warranty. This warranty includes one replacement.
Damage resulting from misuse, incorrect bending, excessive force or incorrect handling is not covered.
Are complimentary gifts covered by warranty?
No. Items received free of charge as a complimentary gift with an order are not eligible for our standard warranty and cannot be replaced under our warranty conditions.
I purchased my product from an authorised reseller. Who should I contact?
For returns, complaints or warranty matters relating to an item purchased from an authorised Fiona Franchimon reseller, please contact the retailer where the item was purchased first.
Nº1 HAIRPIN
How do I use my Nº1 HAIRPIN?
The Nº1 HAIRPIN is designed to create secure, refined styling with a simple technique without making the hair feel overly fixed.
The amount of hair, direction of your twist and insertion angle can all influence the result.
Which Nº1 HAIRPIN should I choose: Original, Petite or Steel with Swarovski?
Choosing a Nº1 HAIRPIN is personal. Hair length, texture and the amount of hair you wish to secure all matter, but so do the style and occasion.
The Original is a versatile option for many looks. The Petite offers a more refined choice for smaller sections and subtle styling.
Steel versions have their own character and finish, while Swarovski adds a distinctive, jewellery-inspired detail.
There does not need to be one Nº1 HAIRPIN for every occasion. Different hairstyles and moments may call for a different version.
My Nº1 HAIRPIN doesn't seem to stay in place. What can I do?
Small adjustments in technique can make a significant difference. Experiment with the amount of hair, tension of the twist and insertion direction.
Visit our tutorials for step-by-step guidance.
How do I care for my Steel Nº1 HAIRPIN?
Gently wipe your Nº1 HAIRPIN with a soft, slightly damp cloth. Avoid abrasive cleaners and harsh chemicals and dry it thoroughly.
How do I care for a Nº1 HAIRPIN with Swarovski?
Use a soft, lint-free cloth to gently clean the Swarovski crystals. Avoid soaking, harsh cleaning products and impact with hard surfaces.
Haircare
What makes Fiona Franchimon Haircare unique?
Fiona Franchimon Haircare is developed from years of professional experience with different hair textures, conditions and needs.
The formulas combine care with professional performance and are developed with healthy-looking, beautifully finished hair in mind.
Is Fiona Franchimon Haircare vegan and cruelty-free?
Yes. Fiona Franchimon Haircare is vegan and cruelty-free.
What is Fiona Franchimon Haircare free from?
Our Haircare formulas are free from sulfates, gluten, parabens, silicones, SLS & SLES and microplastics.
How do I know which Haircare products are right for my hair?
Your ideal routine depends on your hair type, condition, individual needs and desired result.
Do you offer styling products?
Yes. Our collection includes Style & Finish products developed for volume, texture, care, hold and a refined finish.