FAQ

Welcome to our Fiona Franchimon FAQ. As industry specialists, we are here to provide you with all the information you need about our unique hair products. If you have a question that you cannot find in our FAQ please contact us on: Info@fionafranchimon.com

Q: Do you deliver to Hotels?
A: Yes, we do ship to hotels. However, please note that while we will ship to the hotel provided, we do not take responsibility for any lost packages. It's always a good idea to double-check with your hotel's front desk to ensure a smooth delivery process.

Q: Is there a warranty period?
A: Yes there is, we stand behind the quality of our Nº 1 Hairpins. If correctly used, we offer a six-month warranty period for broken Nº1 Hairpins. This warranty covers one replacement, ensuring that you can enjoy your Nº1 Hairpin with peace of mind. Please be aware that in any case of misuse your warranty period can be void.
In case of a broken Nº1 Hairpin, please send a picture of the broken product with your order number to Info@fionafranchimon.com. We will contact you as soon as possible.

Q: Are there custom duties if I order from your website?
A: Custom duties may apply depending on the country you are ordering from. We ship from within The Netherlands, and it's essential to check with your local government for the latest import information. Being informed about any potential custom duties will help ensure a smooth delivery process.

Q: I have bought your products through a reseller and I have a complaint or a question, who should I contact?
A: If you bought the products at an official reseller and you have any product-related complaints, you can contact the store where you bought the products directly. If you need advice on how to use the products, our customer service team is always there for you.

Q: Where can I find your delivery times?
A: You can find our delivery times on our shipping page. Please note that delivery times may vary depending on your location and the shipping method chosen. We strive to provide accurate estimates, but in rare cases, unforeseen circumstances may cause delays.
https://www.fionafranchimon.com/policies/shipping-policy

Q: What payment options do you offer?
A: We accept various payment methods, including credit cards, debit cards, PayPal, Shop Payments, Google Pay, Ideal, Klarna , Bancontact and some more. You can choose your preferred payment option during the checkout process. If you cannot find your payment option in the list please contact us directly.

Q: I made a mistake in my shipping address, what should I do?
A: If you have made a mistake in your shipping address, please contact our customer service team as soon as possible. We will do our best to assist you in correcting the address before the order is shipped. However, please note that once the order has been shipped, we cannot guarantee that the address can be changed.

Q: The product does not work for my hair, what should I do?
A: We apologize if the product does not meet your expectations yet. For using the Nº1 Hairpin follow the step-by-step instructions below:

Firstly part your hair the way you usually do, then grab a section of your hair and loosely twist the sections. Hold the twisted sections between your thumb and forefinger and use your fingers on the other hand to loosely spread the Nº1 Hairpin sideways. Carefully slide in in the Nº1 Hairpin upwards, along your scalp and slide the in Nº1 Hairpin in the opposite direction of your parting to secure a firm grip. 

Please check the pictures below for a good look on how to use the Nº1 Hairpin.

If you want to see some tutorials, please check our Youtube Channel or via our Instagram Highlights.

If you still have additional question, you can also sign up to one of our Live Masterclasses.

Q: Do you have any promotions and discounts available?
A: We occasionally offer promotions and discounts on our products. To stay updated on our latest offers, we recommend subscribing to our newsletter or following us on social media. Additionally, keep an eye out for any ongoing promotions or special deals on our website.

Q: What are your opening hours for questions?
A: Our customer service team is available to assist you during our regular business hours. We strive to answer all questions within 2 business days. You can reach us from Monday to Friday, between 8:00 AM and 16:30 PM (GMT). If you have any questions or need support, please don't hesitate to contact us during these hours, and we will be happy to help.
- Info@fionafranchimon.com
- +31681802520

Q: Why did I not receive a confirmation email?
A: We apologize if you did not receive a confirmation email. Please check your spam or junk folder as sometimes our emails may end up there. It can also happens that you have made a typo in your Email address. If you still cannot find the confirmation email, please contact our customer service team, and they will assist you in resolving the issue.

Q: Can I return the items?
A: Yes, you can return the items within 14 days of receipt if you are not satisfied with your purchase. Please refer to our refund policy for detailed instructions on how to initiate a return. https://www.fionafranchimon.com/policies/refund-policy
The products must be in their original packaging and undamaged. Once we receive the returned items, we will process the refund within 14 days. Please note that the return shipping costs will be borne by the customer, unless the products were damaged or incorrectly delivered.

Q: What makes Fiona Franchimon Haircare unique?
A: Fiona Franchimon has been in this industry for more then 25 years. After working around the globe she found it most important to work with high end products that are good, healthy and don’t damage the environment. And of course give the ultimate performance on all different hair types. Every person is unique and every hair type needs special ingredients. These formulations are all created from the start and completely new. The products are created and produced in The Netherlands.

Q: Is Fiona Franchimon Haircare natural?
A: All our products are created with honest and natrual ingredients. They are free of sulfates, gluten, parabens, silicones, SLS & SLES or microplastics. They are not tested on animals and 100% vegan.

Q: Are there any styling products available?
A: We are working very hard in our laboratory and academy to create new and unique products. If you have any requests or suggestions, don’t hesitate to contact and inspire us.

Q: Are the Fiona Franchimon product unisex?
A: Yes. With our knowledge about volume and hair loss, we have also created these products for our male clients. Our products have a perfect pH therefore it is excellent for scalp health, hair repair and continued hair nurture for anyone. The fragrance is also unisex.

Q: How do I know which product is the best for my hair?
A: Have you checked out our Hair Guide yet? If you are still in doubt after reading through this page and our product pages, don't worry! You can always contact us so we can give you personal advice.

Q: Is Fiona Franchimon Haircare vegan and cruelty free?
A: Yes, Fiona Franchimon haircare is vegan and we don't test on animals.

Q: Are the Fiona Franchimon brushes and combs vegan?
A: The Gold Comb and the Tail Comb are 100% vegan, made from cruelty-free materials without any animal-derived components. However, the brushes are not vegan. They are crafted from high-quality boar hair and sustainably sourced German wood, chosen for their durability and performance in professional haircare.

Q: Are the Fiona Franchimon brushes and tools suitable for all hair types?
A: Yes, all Fiona Franchimon brushes and tools are thoughtfully designed to suit all hair types, whether your hair is fine, thick, curly, straight, wavy, fragile, or textured. The boar bristle brushes gently smooth and polish the hair while distributing natural oils, making them ideal for enhancing shine and reducing frizz. The combs, including the Gold Comb and Tail Comb, glide effortlessly through the hair and work beautifully for detangling, sectioning or styling, without pulling or breaking the strands.

Q: How do I clean the Steel Nº1 Hairpin?

A: To keep your Steel Nº1 Hairpin in top condition, we recommend the following cleaning method:

1. Wipe with a damp cloth: Gently wipe the hairpin with a soft, damp cloth to remove any product residue or buildup.

2. Use mild soap if needed: If there is heavier residue, use a small amount of mild soap with water. Avoid harsh chemicals or abrasive cleaners, as these may damage the finish.

3. Dry thoroughly: After cleaning, make sure to dry the hairpin completely with a soft towel to prevent any water spots or corrosion.

4. Store properly: To keep it looking its best, store your hairpin in a dry place, away from humidity or direct sunlight.

With regular care, your Steel Nº1 Hairpin will stay beautiful and last a long time.

Q: How do I clean the Nº1 Hairpin with Swarovski crystals?

A: To keep your Swarovski crystals sparkling, follow these simple care steps:

1. Use a soft, lint-free cloth: Gently polish the crystals with a dry microfiber or jewelry cloth to remove fingerprints, dust, or residue.

2. Avoid water and harsh chemicals: Do not soak the crystals or use cleaning agents, as moisture and chemicals can dull their shine or loosen the setting.

3. For stubborn spots: Lightly dampen a cotton swab with water (no soap) and gently clean around the crystal. Dry immediately with a soft cloth.

4. Handle with care: Avoid dropping or knocking the piece against hard surfaces, as this may cause scratches or loosening.

With gentle care, your Swarovski crystals will continue to shine beautifully for a long time.