Refund policy

Returns & Refunds

Every Mrs. Francoise piece is made to order in Italy. We hope you will keep what you ordered, but if something is not right, here is exactly how it works.

Your right to change your mind

If you are ordering as a consumer, you have 20 days from the day you receive your order to tell us you wish to return it — six more than the law requires. You do not need to give a reason.

Write to francoise@mrsfrancoise.com with your order number and the pieces you wish to return. You may also use the standard withdrawal form set out in Annex I of Directive 2011/83/EU, but an email is enough.

Once you have told us, you have a further 14 days to send the pieces back.

The condition of the pieces

Pieces must come back unworn, unwashed, undamaged and with all original tags attached. You are welcome to try something on, as you would in a shop, but pieces that show signs of wear, alterations, perfume, make-up or smoke cannot be accepted, and we may reduce the refund to reflect any diminished value.

Who pays for the return

Return shipping is at your expense. We recommend a tracked service: until the parcel reaches us, it remains your responsibility. We are not able to accept parcels sent cash on delivery.

Send returns to: Mrs. Francoise — Via Pinerolo 45, 10152 Turin (TO), Italy 

Your refund

Once your return arrives and has been checked, we issue the refund within 14 days, to the same payment method used for the order.

Where you return the whole order, we also refund the standard delivery cost you paid on the original order. Where you chose a faster delivery service, we refund the standard rate only. Where you return part of an order and keep the rest, the delivery cost is not refunded.

Orders outside the European Union

The same 20 days apply. Import duties and taxes paid on delivery are not refunded by us: you may be able to reclaim them directly from your local customs authority, and we will provide any documents you need.

Made to order, not made to measure

Our pieces are made to order in standard sizes: we do not take individual measurements and we do not personalise. This means every piece can be returned, with no exceptions.

Exchanges

We do not offer exchanges. If you would like another size, return the piece for a refund and place a new order: since everything is cut when you order it, this is the fastest way to have the right size made.

If something arrives faulty

If a piece arrives damaged, faulty or not what you ordered, write to francoise@mrsfrancoise.com within a reasonable time, with a photograph. We will arrange collection at our expense and repair, replace or refund it. As a consumer you have a legal guarantee of conformity for two years from delivery, and nothing here limits that right.