FAQ

What F&M products are available on the site?

Online, Franklin&Marshall provides the consumers with a line of articles for men and women from the Franklin&Marshall collections available in our authorized retail stores.

How often are the online showcases updated with the available products?

At this time, we do not have a pre-established time period for updating the availability of our showcases, which are set-up from time-to-time based on the availability of the articles.

What can I do if an F&M garment was available in the website but is no longer visible online?

If the garment you desire can no longer be selected from the Franklin&Marshall Internet site, it is temporarily unavailable for purchase.

How many products can I buy?

On the Franklin&Marshall Internet site, you can purchase a maximum of 2 articles per variation (color, size, etc.).

How can I delete or add one or more garments to the shopping cart?

If you want to delete or add one or more garments from/to the shopping cart, you can do it in first step of Shopping Cart page and you must confirm your selection using the "Update" button before proceeding to the next steps.

What can I do if the size or the article I have chosen can no longer be selected on the site?

If the size or the article you desire can no longer be selected from the Franklin&Marshall Internet site, it means that they are no longer available for purchase.

What parameters identify the correct wearability of the garments?

Inside the Franklin&Marshall Internet site, each garment is described with an information card where you can find a table that indicates the "Size Chart". Using this table, the customer can see the reference measurements in order to make their selection for purchase.

What payment methods does F&M accept?

Currently we only accept credit cards VISA (including PostePay), MASTERCARD, AMERCIAN EXPRESS, JCB and Paypal. We do not accept other payment methods.

Do I need to keep my order number?

The customer must keep his/her order number in order to be able to refer to it should there be a need to contact our Customer Care. The order number is listed in the eMail message that summarizes your purchase and indicates the date and time of order.

Can I receive an invoice for my order?

Italy: to receive an invoice for your order, you must make a request during the on-line purchasing procedure. If you so request, your invoice will be sent to you by eMail. Others countries: your invoice wille be generated and will be sent by email when parcel is in the care of courier.

Can I cancel an order?

There is no specific location for cancelling orders on the site. Orders that do not have a recorded payment transaction are automatically cancelled.

What countries does the Franklin&Marshall serve?

The Franklin&Marshall Internet site currently serves the following countries:
Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, China, Cyprus, South Korea, Croatia, Denmark, United Arab Emirates, Estonia, Philippines, France, Germany, Japan, Greece, Hong Kong, India, Indonesia, Ireland, Ireland (north), Iceland, Italy, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Norway, New Zealand, Netherlands, Poland, Portugal, Portugal (Azores/Madeira), United Kingdom, Czech republic, Romania, Singapore, Slovakia, Slovenia, Spain, Spain (Ceuta/Melilla), Spain (Canary Islands), United States, Sweden, Switzerland, Tahiti, Thailand, Taiwan, Turkey, Hungary.

What is the right procedure to conclude and order and pay?

Click on the "ADD TO CART" button or directly on the "Shopping Cart" link on the top right of the screen to start the on-line order procedure. The procedure is composed of 2 phases/pages.
In first page the products, sizes and amounts placed in the shopping cart are summarized. During this step, you can still remove a product from the shopping cart or change the quantity for order. Please note: changes to quantity must be confirmed using the "UPDATE" button before continuing to the next step using the "CHECKOUT" button. In this step, you are also shown the costs of shipment, which may be recalculated based on the number of articles in the shopping cart.
In "Your Information" box the customer's data for payment are shown for validation. In this step, you can change your data. Bear in mind that changing this information will vary the data saved in your customer profile.
"Delivery" box summarizes the information for delivery of the order, which may be different from the customer information if the goods are for delivery to another person or to another address, etc. You can simply specify in the "C/O" field if this is a delivery to a workplace, indicating the name on the doorbell (this options is only available for EUROPEAN shipments). If you order more than one article, you can select the option for partial shipment of the order.
In "Conditions" box we list the various payment methods and sales conditions. You must accept the general sales conditions using the specific button at the bottom of the page in order to continue to the next step.
In the second page we summarize all of the user's information and the information regarding the products purchased. The next step calls for transfer to the order acceptance area and then to the device area, and finally to payment. For this service, Still4 Srl uses Banca Sella.

You must complete the economic transaction to complete your purchase of the products. The customer must complete all steps through to number 5 and confirm the payment transaction otherwise the order is not recorded.
Order confirmation is not sufficient for completing the purchase process.

In what step is the amount debited to my credit card?

The amount is debited to your credit card only upon shipment of the goods.

Is my credit card data protected?

The Franklin&Marshall Internet site protects the data of the credit cards used for purchase as information is supplied directly to the Banca Sella. The Franklin&Marshall Internet site does not handle the credit card data directly in any manner. The data is sent directly to the bank using authorized international circuits that return the result of the transaction, providing the information regarding the success of purchase.
The method for handling the data are defined by the Banca Sella and can be viewed on the following link.

How can I contact Customer Care?

For any questions that are not answered in our FAQ, you can contact Customer Care directly at the following eMail address:
customercare@franklinandmarshall.com

Can I pick up the goods I purchased at the F&M warehouse?

The Franklin&Marshall is an eCommerce store, and as such only sells over the Internet and does not perform retail sales at its warehouse. If you wish to purchase at a shop, please refer to your local retailer.

When are the goods shipped?

Orders from Italy are processed by the transport company Bartolinion weekdays from 7:00 am CET or CEST, according to the current time in Italy.
Orders from Europe are processed by the transport company UPS on weekdays from 7:00 am CET or CEST, according to the current time in Italy.

Can I choose a different shipment method?

Orders from Italy are processed by the Bartolini shipping company according to a single shipment method.
Orders from Europe are processed by the UPS shipping company with three different methods (where available):
Standard
Reliable service for scheduled deliveries across Europe. Delivery within 1 to 5 days.
Express
Next-day delivery within 10:30 am or 12:00 for most commercial European addresses.
Express Saver
Next-working day delivery during the course of the day in almost all European business cities.
Expedited
Choose a fast, guaranteed service for less-urgent EXTRA EUROPEAN shipments.

How much does shipment cost?

For shipments in Italy, by Bartolini, the cost per shipment is € 11.30 (this may vary based on the quantity of goods ordered).
For shipment in Europe, by UPS, the cost of shipment varies based on the shipment method selected (in some countries you cannot select a different shipment method than the one proposed) and the country of destination.

Minimum shipment costs for each country.

The cost of shipment may vary based on the amount of goods ordered and based on the changes in the costs of the couriers, fuel costs, etc.

Shall I pay import duties or taxes?

Shipments made in the following countries: Argentina, Australia, Brazil, Canada, China, Croatia, Hong Kong, Iceland, India, Indonesia, Japan, Kuwait, Liechtenstein, Malaysia, New Zealand, Norway, Philippines, Singapore, South Korea, Spain (Canary Islands), Spain (Ceuta/Melilla), Switzerland, Tahiti, Taiwan, Thailand, Turkey, United Arab Emirates, United States may be subjected to import duties and taxes, which are levied once your package reaches the country. Still4 doesn't know the amount of import taxies and duties, that are responsibility of the recipient.

Why are shipments not made to countries not included in the list (for ex. Switzerland, Turkey, etc.)?

Currently shipments are only made to European countries that have adhered to the Schengen Agreement (the agreement that allows goods and citizens to circulate freely without duties for the goods and customs for individuals).

How can I find out what the tracking and shipment numbers are?

The customer can request the tracking and shipment number by sending an email to: customercare@franklinandmarshall.com

Can I request shipment to an address other than my billing address?

You can request shipment of the goods to a different address than the billing address by following the instructions in "Delivery" box of the ordering procedure.
This box summarizes the information for delivery of the order, which may be different from the customer information if the goods are for delivery to another person or to another address, etc. You can simply specify in the "C/O" field if this is a delivery to a workplace, indicating the name on the doorbell.

If the addressee for the order is not present when the package is delivered, what happens?

If no one who can receive the order and sign the receipt is available at the time of delivery, the transport company will leave an advisory and will contact the addressee to establish a delivery time.

What can I do if the model, color, or size is not right?

The customer has the right to recede from the purchase contract for any reason, without providing explanations

How am I reimbursed?

The customer must send Still4 Srl a written request within 10 working days from the receipt of the goods. This request must be sent by registered letter with return receipt, and addressed to:

Still4 Srl
(Customer Service Franklin&Marshall)
V.le dell'Industria 24 D
37135 Verona (Italy)

or by telegram or email, again within the same term of 10 working days, followed by a confirmation by registered letter with return receipt, sent absolutely within the following 48 hours. Once the request for withdrawal has been received following the procedure listed above, Still4 Customer Care will rapidly inform the customer how to return the goods, which must reach Still4 within 10 days from authorization.

With the exception of costs for the repair of damages to the original packaging, Still4 will reimburse the customer the full sum paid, with the exception of shipment costs, within 14 days from the return of the goods by crediting the credit card or Paypal with which the goods were purchased.

How do I return goods?

Customers returning goods must follow the following instructions:
- Fees are applied to the entire product purchased
- The goods purchased must be integral and returned in their original packaging, complete in all its parts (including packaging and any documentation, etc.)
- Do not apply labels or tape directly on the original product packaging
- Shipment to our warehouses, until our return receipt, is the complete responsibility of the customer.

Who carries the cost of shipment?

The cost of shipment for return of the goods is the customer's responsibility.