FAQ

Welcome to our Fiona Franchimon FAQ. As industry specialists, we are here to provide you with all the information you need about our unique hair products. If you have a question that you cannot find in our FAQ please contact us on: Info@fionafranchimon.com

Q: Do you deliver to Hotels?
A: Yes, we do ship to hotels. However, please note that while we will ship to the hotel provided, we do not take responsibility for any lost packages. It's always a good idea to double-check with your hotel's front desk to ensure a smooth delivery process.

Q: Is there a warranty period?
A: Yes there is, we stand behind the quality of our Nº 1 Hairpins. If correctly used, we offer a six-month warranty period for broken Nº1 Hairpins. This warranty covers one replacement, ensuring that you can enjoy your Nº1 Hairpin with peace of mind. Please be aware that in any case of misuse your warranty period can be void.
In case of a broken Nº1 Hairpin, please send a picture of the broken product with your order number to Info@fionafranchimon.com. We will contact you as soon as possible.

Q: Are there custom duties if I order from your website?
A: Custom duties may apply depending on the country you are ordering from. We ship from within The Netherlands, and it's essential to check with your local government for the latest import information. Being informed about any potential custom duties will help ensure a smooth delivery process.

Q: I have bought your products through a reseller and I have a complaint or a question, who should I contact?
A: If you bought the products at an official reseller and you have any product-related complaints, you can contact the store where you bought the products directly. If you need advice on how to use the products, our customer service team is always there for you.

Q: Where can I find your delivery times?
A: You can find our delivery times on our shipping page. Please note that delivery times may vary depending on your location and the shipping method chosen. We strive to provide accurate estimates, but in rare cases, unforeseen circumstances may cause delays.
https://www.fionafranchimon.com/policies/shipping-policy

Q: What payment options do you offer?
A: We accept various payment methods, including credit cards, debit cards, PayPal, Shop Payments, Google Pay, Ideal, Klarna , Bancontact and some more. You can choose your preferred payment option during the checkout process. If you cannot find your payment option in the list please contact us directly.

Q: I made a mistake in my shipping address, what should I do?
A: If you have made a mistake in your shipping address, please contact our customer service team as soon as possible. We will do our best to assist you in correcting the address before the order is shipped. However, please note that once the order has been shipped, we cannot guarantee that the address can be changed.

Q: The product does not work for my hair, what should I do?
A: We apologize if the product does not meet your expectations yet. For using the Nº1 Hairpin follow the step-by-step instructions below:

Firstly part your hair the way you usually do, then grab a section of your hair and loosely twist the sections. Hold the twisted sections between your thumb and forefinger and use your fingers on the other hand to loosely spread the No1 Hairpin sideways. Carefully slide in in the Nº1 Hairpin upwards, along your scalp and slide the in Nº1 Hairpin in the opposite direction of your parting to secure a firm grip.

Please check the pictures below for a good look on how to use the No1 Hairpin.

If you want to see some tutorials, please check our Youtube Channel or via our Instagram Highlights.

If you still have additional question, you can also sign up to one of our Live Masterclasses.

Q: Do you have any promotions and discounts available?
A: We occasionally offer promotions and discounts on our products. To stay updated on our latest offers, we recommend subscribing to our newsletter or following us on social media. Additionally, keep an eye out for any ongoing promotions or special deals on our website.

Q: What are your opening hours for questions?
A: Our customer service team is available to assist you during our regular business hours. We strive to answer all questions within 2 business days. You can reach us from Monday to Friday, between 8:00 AM and 16:30 PM (GMT). If you have any questions or need support, please don't hesitate to contact us during these hours, and we will be happy to help.
- Info@fionafranchimon.com
- +31681802520

Q: Why did I not receive a confirmation email?

A: We apologize if you did not receive a confirmation email. Please check your spam or junk folder as sometimes our emails may end up there. It can also happens that you have made a typo in your Email address. If you still cannot find the confirmation email, please contact our customer service team, and they will assist you in resolving the issue.

Q: Can I return the items?
A: Yes, you can return the items within 14 days of receipt if you are not satisfied with your purchase. Please refer to our refund policy for detailed instructions on how to initiate a return. https://www.fionafranchimon.com/policies/refund-policy
The products must be in their original packaging and undamaged. Once we receive the returned items, we will process the refund within 14 days. Please note that the return shipping costs will be borne by the customer, unless the products were damaged or incorrectly delivered.

Q: What makes Fiona Franchimon Haircare unique?
A: Fiona Franchimon has been in this industry for more then 25 years. After working around the globe she found it most important to work with high end products that are good, healthy and don’t damage the environment. And of course give the ultimate performance on all different hair types. Every person is unique and every hair type needs special ingredients. These formulations are all created from the start and completely new. The products are created and produced in The Netherlands.

Q: Is Fiona Franchimon Haircare natural?
A: All our products are created with honest and natrual ingredients. They are free of sulfates, gluten, parabens, silicones, SLS & SLES or microplastics. They are not tested on animals and 100% vegan.

Q: Are there any styling products available?
A: We are working very hard in our laboratory and academy to create new and unique products. If you have any requests or suggestions, don’t hesitate to contact and inspire us.

Q: Are the Fiona Franchimon product unisex?
A: Yes. With our knowledge about volume and hair loss, we have also created these products for our male clients. Our products have a perfect pH therefore it is excellent for scalp health, hair repair and continued hair nurture for anyone. The fragrance is also unisex.

Q: How do I know which product is the best for my hair?
A: Have you checked out our Hair Guide yet? If you are still in doubt after reading through this page and our product pages, don't worry! You can always contact us so we can give you personal advice.

Q: Is Fiona Franchimon Haircare vegan and cruelty free?
A: Yes, Fiona Franchimon haircare is vegan and we don't test on animals.