No, once an order has been completed and confirmed, it is no longer possible to modify it.
If the order has not been processed by our logistics yet, you can eventually cancel it.
To check whether it is still possible to cancel your order, please contact our Customer Service.

It is only possible to cancel the order if our logistics has not yet processed it.
To check whether it is still possible to cancel your order, please contact our Customer Service.

You can find all payment methods at the following link.

Online payments have been made more secure by the new European PSD2 regulation, which was introduced on 28 December 2020 and imposes new authentication rules.
From now on, when you place an order using a credit or debit card, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend getting in touch with your bank to ensure they have the correct contact details on file in case you are required to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care team.

Orders are processed by our logistics in 1-2 working days from the date of their receipt on the system. Delivery normally takes place within 2-3 working days starting from when the order is handed over to the courier, excluding remote areas where delivery may take an extra day. Please consider that external factors, such as post or courier delay, logistic problems, unfavourable weather conditions or impossibility to reach the indicated address, can influence the delivery timing.

Any shipping costs are calculated at check-out.

Once your order has been shipped, you wll receive a confirmation email with all shipping details and the tracking number, by which you can track your order.

Any customs import charges will be borne by the recipient. Therefore we suggest you to contact in advance the custom authorities of your country, to verify the costs and any import limits.

No, once you have placed your order you won’t be able to change the shipping address.

If there is any damage to the packaging or if the number of packages does not correspond to your order, notify the courier immediately upon delivery, indicating the nature of the problem on the delivery note, which must be returned to the courier (delivery signed for subject to checks).
Any problems relating to the physical integrity, correspondence or completeness of the items received must be declared within 7 days of delivery to our Customer Care team

If you have spotted any issues with your order shipment, please get in touch with our Customer Care team as soon as possible so that we can carry out the necessary checks.

If the tracking information says your order has been delivered but you have not yet received it, please contact our Customer Care team within a maximum of 2 days of your item’s presumed delivery so that we can follow up with our couriers.

You may return a product within 14 days from the date of delivery.

At specific periods of the year, such as the holiday season, our return policies may vary. Please check our Returns page for the latest information.

The goods must be returned undamaged, complete with all parts and in their original packaging (including packaging materials and any documentation, labels, tags, or seals, etc.). Your item must be kept or used only for the time strictly necessary to establish and verify its nature, characteristics and size and must not show signs of wear, tears or stains.

To make a return, please complete the online return procedure by clicking on the following link. Enter your order number and email address and follow the instructions provided. Our customer service team will send you a return confirmation within a couple of working days.

Once your package has been received and the quality checks have been completed, our Customer Care will send you an e-mail confirmation.

No, the return is at the expense of the customer.

Size exchange is currently not offered. If the item is too big or too small, you can request a return and refund. You can then decide whether to place a new order for the desired product, in the correct size, or for a different item.

For information on the return procedure, please go to the Returns and Refunds page.

No, it is not possible to return a product purchased online from a shop.

To proceed with your return request due to defect, please contact our Customer Care. You will be asked for some photos, where the defect can be clearly visible.

If the product conditions are in compliance with the requirements, the refund will be performed within 14 days starting from the parcel return on the same payment method used for placing the order.

Register for the Frau newsletter to be always up-to-date, to be the first to discover news and to ot miss any promotions. Registering is very simple: you just need to access the specific section for required data inserting. If you want to cancel your registration, you can do it directly from the last received newsletter, from the site Newsletter section or from your account. If you should have any difficulty or doubt, do not heistate to contact our Customer Care.

By registering for our newsletter you will receive a welcome promocode, which will give you a 10,00 euro/dollars/pounds discount o be used for your first purchase order.
The discount is valid on orders over 100,00 euro/dollars/pounds. Cannot be combined with other special offers or discounts.

The welcome discount can be used for your first order or for the next one, as it does not have any deadline. It can be used for all the in-season collection articles excluded the carry-over ones and the goods on sale.

A personal account registration allows you to save your shipment details, the order register displaying and the possibility to track your order and to register autonomously a return.
To create an account is very simple: you just need to click on the related icon on the top right and to put in the required data. If you have forgotten your account password, use the function "Forgot your password".
In this way the system will send you an automatic email with a link to the email address saved. By clicking on this link, you can create a new access password. If you want to delete your account, please contact the Customer Care.

To use your promocode, put the item in the cart, then check out. Here you can find a specific slot, on the right side of the page, under the cart recap, where you can insert your promocode.

You cannot add a promocode after having placed an order. You can cancel it and place a new one.

If you wish to have further information about your online purchase orders, such as the order status, sipping time, the proceeding for a return or any other question, do not hesitate to cntact us at the number +39 041 8380042 or by email at the address customercare@frau.it. We are at your complete disposal from Monday to Friday from 08:30 a.m. to 1:00 p.m. and from 2:30 to 6:00 p.m.

The service is also active via WhatsApp! Write us to + 39 041 9690738

No, you cannot use any Gift Cards on our online Store.