FAQ
If you have doubts about the size, you can consult our size guide available on every product page. If you have any questions or need further assistance, you can contact our Customer Service via chat or from the Contact Us section.
Products are not restocked, the availability of products visible on our site reflects that of our warehouse: if a product is out of stock, it will not become available again.
Franz Kraler is an authorized retailer of all the brands present in our boutiques and online shop. Any product shown and sold is an authentic piece from the most prestigious fashion houses in the world.
If you have received a defective item or believe it to be defective, you must contact our customer care through the dedicated form in the Contact section. A dedicated team will verify the reported defect and, if it is indeed confirmed, you will be guided through the return process and subsequent refund of the defective product.
You can make a return request independently, within 14 days of receiving your order, by filling out the form in our Returns Center.
You will receive immediate instructions to complete the shipment.
As soon as we receive your return, you will receive a notification via email.
For further information, do not hesitate to contact our Customer Service.
You can request a return for any item within 14 days, independently, from our Returns Center.
WARNING: The garments must be in their original condition, and must not have been washed or worn.
Currently, it is not possible to make exchanges. If you need to change size or color, we recommend making a return and immediately placing a new order with the desired item.
No additional cost will be applied, the shipping costs of the original order and the return are the responsibility of the customer and are non-refundable. Customers returning orders from countries outside the EU assume responsibility for any applicable taxes and duties at the time of shipment. The customer will be responsible for the return and its contents until it is received at our warehouse. franzkraler.com is not responsible for lost/damaged/not received shipments if made with couriers chosen by the customers.
Refunds are issued within 7 days from the date of return acceptance. For more information, you can contact our Customer Service.
Shipping costs are always free for purchases over €300; below this threshold, shipping costs amount to €10 for Italy and €20 for Europe.
It is not possible to modify the details of an order that has already been shipped. We invite you to contact our Customer Service, we will do our best to help you.
It is possible to pay by credit or debit card, Heylight, PayPal or Klarna.
We only use the most reliable and industry-leading couriers for the service offered, such as DHL, UPS, and TNT. As soon as your order is shipped, you will receive an email with tracking instructions, and you will be updated as your shipment progresses towards the delivery address.
If the recipient of the order is absent at the time of delivery, the courier will attempt a second delivery on the next business day. If the recipient is also absent on the second delivery attempt, the package will be sent back to our warehouses.
Heylight is a payment method that allows you to split your purchase into up to 12 interest-free installments.
To use Heylight, simply select it as your payment method at checkout.
Currently, purchasing by phone is not available.
If you have a promotional code, simply enter it at checkout in the designated space "enter the promo code". Each coupon issued has its own application rules, which will be specified via email or on the homepage at the time of coupon issuance.
You can cancel or modify an order before the shipping confirmation as the package will have already been picked up by the courier. If you need to modify or cancel your order, please contact our Customer Service immediately.
It takes between 1 and 2 business days to prepare an order for shipment. Our warehouse operates from Monday to Friday (excluding public holidays).
At the moment it is not possible to purchase a product online and pick it up at one of our boutiques.
At the moment, a custom packaging service for the shipped products is not available.
Currently, the purchase of a Gift Card is not available.
Click on the icon at the top right. A new window will open, then click on "Create Account", enter all the required information, and finally click on "Create Account" at the end of the form. You can also register and log in quickly via Facebook or Google.
To delete your account, you will need to contact us using the appropriate form available in the Contact Us section.
In the login section, click on "Forgot password?", a new window will open, then enter the email with which you registered and follow the instructions that will arrive via email.
To get early access to our promotions, receive dedicated discounts, and news about the Franz Kraler world, simply subscribe to our Newsletter. You can complete the subscription by entering your email in the dedicated section in the footer, in the popup, or by ensuring you accept the processing of personal data for marketing purposes when creating an account.
You can unsubscribe from our communications by entering one of the received newsletters and clicking on the dedicated option at the bottom of the email. The cancellation is immediate. It is possible to unsubscribe by contacting customer care through the form in the Contact Us section.
You do not need an account to place an order.
