FAQ- Frequently Asked Questions

Frequently Asked Questions (FAQs)

Below are answers to some of the most common questions related to orders, returns, refunds, payments, sizing, and support at Francoleone.

Orders

Where is my order?

Once your order is shipped, you will receive a tracking link via SMS or Email.

You can also track your order by logging into your Francoleone account under “My Orders.”

If your order status has not updated within 48 hours after shipping, please raise a support ticket.

I am not able to place an order

Please try the following steps:

Check your internet connection
Clear your browser cache or try a different browser
Ensure the correct address and pincode are entered

If the issue still persists, please contact our support team.

Money got deducted but the order wasn’t placed. What should I do?

In rare cases, the payment may succeed but the order placement may fail.

The deducted amount is automatically refunded within 5–7 working days.

If the refund is not credited within this timeframe, please raise a support ticket with payment details.

How can I cancel my order?

Orders can be cancelled before dispatch only.

Once the order has been shipped, cancellation is not possible. However, you may request a return after delivery, as per our return policy.

Exchange / Returns

How can I return my order?

You can request a return within 7 days of delivery, provided that:

The product is unused
Original tags and packaging are intact
There are no signs of wear or damage

Returns can be initiated through My Orders or by contacting our support team.

How can I exchange my order?

Exchange is available for size or product, subject to stock availability.

Once your return is picked up and verified, the exchange order will be processed.

My return is not picked up

If pickup has not occurred within 3–4 working days, please raise a support ticket.

Our team will coordinate with the courier partner to arrange the pickup.

My return is picked up but exchange order is not delivered

Exchange orders are shipped after the returned product passes the quality check at our warehouse.

If the delay exceeds expected timelines, please contact support with your return reference number.

Refunds

Where is my refund?

Refunds are processed after the product passes quality check at our warehouse.

Refund Timelines

Payment Mode	Refund Time
UPI / Wallet	3–5 working days
Credit / Debit Card	5–7 working days
Net Banking	5–7 working days

How do I transfer money from wallet to bank account?

If wallet refunds are enabled, you can:

Transfer your wallet balance to a bank account via your account dashboard, or
Use the wallet balance for future purchases

Availability may vary depending on the payment provider.

Payments

What payment methods are accepted?

We accept the following payment methods:

UPI
Credit / Debit Cards
Net Banking
Digital Wallets (where applicable)

All transactions are processed through secure encrypted payment gateways.

Sizing & Fit

How do I choose the right size?

Please refer to the Size Chart available on each product page.

Leather footwear may feel slightly snug initially, but it naturally softens and adapts with use for a better fit.

If you are unsure about sizing, please contact our support team before placing your order.

Offline Store

Do you have an offline store?

Francoleone currently operates primarily online.

Any information regarding offline stores or pop-up experiences will be shared on our official website and social media channels.

Support & Tickets

My Tickets

You can check the status of all past and current support issues under “My Tickets” in your account dashboard.

Online Ordering Help

You can chat with our support bot for instant help with:

Orders
Payments
Returns & refunds
General queries

For more complex issues, our human support team will assist you.

Legal

Terms and Conditions

Please read our Terms & Conditions, Privacy Policy, and Return Policy available on the website before placing an order.