FAQ'S

Returns
All products are final sale and non-refundable from the time of purchase. We do not permit returns or exchanges due to the fragile nature of our products.


Exchanges
We do not offer exchanges.
Each of our products is 3D printed to order, and slight variations in colour, texture, and finish may occur. Visible print lines and subtle surface differences are inherent to the 3D printing process and form part of the character of each piece. All fixtures pass through multiple stages of quality control prior to dispatch.

Due to the fragile nature of our products, we are unable to accept items back once they have been delivered to the address provided.

As each of our pieces is made to order, occasional manufacturing or supply delays can arise. While our listed lead times are the best estimate we can provide, they may be subject to change due to unforeseen circumstances.

We will always do our best to notify you if your order is delayed beyond the quoted lead time. If your order is still within the stated timeframe, we kindly ask for your patience. Should your order not ship by the advertised lead time, please don’t hesitate to get in touch.

Upon receiving your order, please inspect it carefully. All packaging materials must be kept until you have completed your inspection.

If your fixture(s) show any damage or defect, please contact us within 48 hours of delivery. Unfortunately, claims made outside of this 48-hour window are not eligible for support.

In the rare event that your order arrives damaged and we are notified within 48 hours, we will investigate and provide an appropriate resolution. If the damage occurred during transit, we require full cooperation in lodging a claim with the postal service.

If an exchange is approved, the item must be repacked using all original packaging materials. Replacement items will be subject to our current lead times.

Please note that damaged orders are not eligible for return.

In the rare event that your order arrives damaged or defective, and this is reported within 48 hours of receipt, you may be eligible for a replacement (either a replacement part or a full fixture).

All replacement outcomes are assessed and determined by our team, and are final once confirmed.

If a full fixture replacement is approved, the original item must be returned to us. We will coordinate this process with you, and all items must be repacked using the original packaging materials.

Please note, if a returned item arrives back to us with additional damage due to insufficient or improper packaging, it may no longer be eligible for replacement.

Shipping Time
Shipping timeframes are determined by the delivery option selected at checkout. Please note that these timeframes apply once our advertised production lead time has been completed.

Selecting express or upgraded shipping does not reduce or override our production lead times. If you are working to a specific deadline, we recommend allowing for both production and shipping time when placing your order.

Shipping timelines are not guaranteed and may be affected by delays within the postal network that are outside of our control. We are unable to take responsibility for delays once your order is in transit.


Lead Time
Our lead times are as advertised (generally 3-4 weeks), however they may be subject to change due to production or supply factors.

If your order is expected to exceed the stated lead time, we will do our best to notify you as soon as possible.

Please note that extended lead times do not qualify for compensation, and are not considered valid grounds for order cancellation beyond 10 business days from the date of purchase.

We kindly ask that you review our current lead times prior to placing your order.

For international orders, please note that duties, taxes, and any additional import fees may be applied once your order reaches your country. These charges are determined by local authorities and are the responsibility of the recipient.

While we are unable to advise on or cover these costs, we recommend checking with your local customs office if you are unsure what may apply.

If these fees are declined and the parcel is returned to us, any reshipment will be at the customer’s expense.

Rush orders may be available on a case-by-case basis. If you require your order sooner than our advertised lead time, please contact us prior to placing your order, as a rush fee may apply.

Rush fees are calculated based on the size of the order and the requested timeframe.

Please note that we reserve the right to decline rush requests at our discretion.

Please email us at info@francastudio.com.au for any custom order enquiries.

Trade discounts are available to approved trade partners. Please visit the Trade Program page here to fill out the trade application form. Once submitted successfully, you will receive an email to the address provided with your personalised trade discount code, which you can apply at checkout.

Please note all FRANCA Studio lighting must be installed with LED bulbs only.

Installation must be carried out by a licensed electrician.

We do not provide installation support or instructions. As such, we are not responsible for any damage incurred during installation, nor do we offer compensation for any modifications or adaptations required to install our fixtures.