FAQ

ORDER STATUS

  • What is the status of my order?

You can check the status of your order entering your Personal Account or, if you don't have one, directly from this link

- In process: the order is about being shipped to our Logistic Department

- Fulfillment: the order is in preparation in our Logistics Department

- Under investigation: we are doing the last checks on the transaction, you might be contacted from our Customer Care

- Shipped: the order has been picked up by the courier and it is in transit to the destination

- Canceled: the order has been canceled

- Refunded: the order has been refunded

  • Can I modify my order?

It is not possible to modify an order. However it is possible to completely cancel it, if it is still in "fulfillment" status.

You can check if it is still possible to cancel your order by contacting our Customer Care.

  • Can I add/remove an item?

It is not possible to remove or add an item to your order. However it is possible to cancel it, if it is still in "fulfillment" status.

You can check if it is still possible to cancel your order by contacting our Customer Care.


INFORMATION ABOUT SHIPPING

  • Where is my order?

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.

  • When will my order be shipped?

Shipping takes 1 to 2 working days, starting from the courier pick-up date. 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.

  • I have checked the status of my shipment and I have found out some problems. What can I do?

If there are some problems with your order shipment, please contact our Customer Care, to perform all the relevant checking. If your order results as shipped, but you did not receive it, please contact our Customer Care by and no later than 2 days from the supposed reception, to perform all the related checking with our couriers.

  • I have checked my shipment status and I have found out some errors in the tracking number. What can I do?

If there are some problems with your order shipment, please contact our Customer Care, to perform all the relevant checking. If your order results as shipped, but you did not receive it, please contact our Customer Care by and no later than 2 days from the supposed reception, to perform all the related checking with our couriers.

INFORMATION ABOUT ORDERS

  • What are the available payment methods?

You can select one of the following available payment methods:

- CREDIT CARD: After having chosen the card type, it is necessary to put in the full number of the credit card or pre-paid card without room, with the expiry date, the secure code (CVV/CVC) set on the card back and the name and the surname of the card owner. The credit and the charge cards allowed are: Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express. The order amount will be blocked on the card and it will only be charged when the order will be invoiced. In case of total or partial order cancellation, the blocked amount will be automatically released. The unlocking timing can change depending on the bank, which emitted the used card.

- PAYPAL: It is necessary to access your PayPal account to proceed with the payment and confirm the shipping address. According to the customer's choice, the amount will be charged on the credit card linked to the PayPal account or directly on the account balance.

- BANK TRANSFER: In case of purchse with bank transfer, we will give you the bank account for the payment together with the order confirmation.

  • How do I pay with a bank transfer?

In case of purchase by bank transfer, we will give you the bank account for the payment together with the order confirmation. With them there wil be also the reason, that is a numerical string, which must be inserted without any modification or addition inside the bank transfer. The goods shipment will be only performed after having received the payment at the bank.

  • Do I have to pay for customs duties?

Any import duties are at the customer's care. Therefore we suggest you to contact in advance the custom authorities of your country, to verify the costs and any import limits.

INFORMATION ABOUT RETURNS

  • How can I make a return shipment?

You can return an article within 14 calendar days starting fro the delivery date directly from the Log In/Register/Check Order view section or from your Personal Account. If necessary, please contact our Customer Care to open an RMA. The good must be returned intact, complete of all parts and in its original packaging (bags and wrapping), kept and eventually used only for the time needed to idetify and check its nature, features and size, according to usual diligence without wear or dirt, in compliance with the following conditions.

  • Is the return free?

No, the return is at the customer's care, who will be asked for shipping at their care the good to FiloBlu within 14 (fourteen) days from the withdrawal after the authorization of the return request by our Customer Care. The courier choice is at the customer's discretion, including Poste Italiane.


For the parcels coming from the European Union Countries, the shipping address is the following one: FiloBlu c/o Snatt Logistica Spa - Mag L, Via San Biagio, 65/67 42024 Castelnovo Sotto (RE) Italy


For the parcels coming from the non-European Countries subject to customs, the shipping address is the following one: FiloBlu c/o Snatt Logistica Spa Via Kennedy 12/B 42040 Campegine (RE) Italy

  • How does the return proceeding work?

Return proceeding:

1. Create the return request thrugh our page www.frau.it/eu or by contacting our Customer Care;

2. Wait for the return authorization email with the instructions to proceed; print it and put it into the parcel;

3. Put the articles into a resistant box. If you use the original packaging, cover or detahc the previous shipping label;

4. Ship the parcel to the address received through the return authorization email;

5. Wait for the refund: when your parcel arrive to our Logistic Department, you will receive a return confirmation email. The refund will be performed on the same kind of payment used for placing the order within 14 days starting from the return delivery date. In case of cash-on-delivery payment, you will be asked to give us an IBAN code, to proceed with the refund through bank transfer.

  • My product is faulty, what can I do?

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.

  • When will I be refunded?

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

GENERAL INFORMATION

  • Newsletter

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.

  • How can I have the welcome discount?

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.

  • When can I use the welcome discount?

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 .

  • Account

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.

  • Where can I insert the discount?

To use your promocode, put the good 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.

  • Can I add a promocode after having placed an order?

You cannot add a promocode after having placed an order, If the order is still in the "fulfillment" status, you can cancel it and place a new one .

  • How can I contact the Customer Care?

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.

  • Can I use a Gift Card?

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