Terms of service

Terms of Service

1. Who you are buying from

This website is operated by Francesca Pisano, sole trader (impresa individuale) trading as Mrs. Francoise, registered office Via Pinerolo 45, 10152 Turin (TO), Italy, VAT number IT13101200015, tax code and Business Register number PSNFNC85L49H355X, registered with the Chamber of Commerce of Turin, REA no. TO-1339234, email francoise@mrsfrancoise.com, certified email (PEC) mrsfrancoise@pec.it. In these terms, "we" and "us" mean Mrs. Francoise; "you" means the person placing the order.

2. Our pieces

Everything is made to order in Italy. We describe our pieces and photograph them as faithfully as we can, but colours may appear differently on different screens, and small irregularities in natural fabrics are part of how they are made, not a defect. Prints such as toile de Jouy are cut individually, so the placement of the pattern varies from piece to piece.

3. Prices

Prices are shown in euro. For customers in the European Union they include Italian VAT. For destinations outside the European Union, VAT is deducted at checkout and import duties and taxes are payable by you on delivery. Shipping costs are shown before you confirm the order.

We may change prices at any time, but never for an order already confirmed.

4. Your order

Placing an order is an offer to buy. The contract is formed when we send you the order confirmation by email. If we cannot accept your order, for example because a fabric has run out, we will tell you and refund you in full.

Production begins shortly after confirmation, so if you notice a mistake in your order, write to francoise@mrsfrancoise.com as soon as possible and we will do what we can.

5. Payment

We accept the payment methods shown at checkout: the major credit and debit cards (Visa, Mastercard, American Express) and the digital wallets supported by our payment provider, such as Shop Pay, Apple Pay and Google Pay. Payment is taken when the order is placed. Card details are handled directly by our payment provider and never reach us.

6. Delivery

Production takes 2 to 3 weeks, plus the delivery time for your destination. These are estimates given in good faith, not guaranteed dates. Risk passes to you when the parcel is handed to you or to someone you have designated.

7. Changing your mind

If you are a consumer you may withdraw within 20 days of delivery, as set out in our Returns & Refunds policy, which forms part of these terms. Because our pieces are made to order in standard sizes and are never cut to individual measurements, no piece is excluded from this right.

8. Legal guarantee of conformity

If a piece does not conform to the contract — a fault in the making, a defect in the fabric, or an item different from the one ordered — you have the rights set out in Italian consumer law: a legal guarantee of two years from delivery. You may ask for the piece to be repaired or replaced and, where that is not possible, for a reduction in price or for the contract to be ended. During the first year, any lack of conformity is presumed to have existed at delivery. This guarantee is separate from your right to change your mind and cannot be limited by these terms.

9. Intellectual property

The name Mrs. Francoise, our logo, texts, photographs and prints belong to us. You may not reproduce or use them commercially without our written permission.

10. Law and disputes

These terms are governed by Italian law. If you are a consumer, you also keep the protection of the mandatory rules of the country where you live, and you may bring proceedings before the court of your place of residence. The European Commission's online dispute resolution platform is available at ec.europa.eu/consumers/odr.

11. Changes

We may update these terms. The version that applies to your order is the one published when you placed it.