In this section you can find the answers to your questions. Look below at the topic you are interested in and click on the link to get the information you need. Should you not find the answers to your questions in this section, you can always contact our customer service.


How to create an Account

To create an Account, click on “Account” icon.

Click on “Sign up here”, enter your details and choose a password.

How to change my Account details

You can change your account data at any time by clicking on "Edit".


Buying as a registered user or as a guest

On the Franklin & Marshall  site it is possible to purchase either as a registered user or as a guest.
If you already have an account with Franklin & Marshall you only need to log in using the email address and password you chose when you registered.

Forgotten your password? Click on "Forgot your password?" and we will send you an email to create a new one.

If you are a new customer and would like to register, click on "Sign up here" and enter your details and create a password to access your account.

Proceed to order

Choose the products you want to buy and add them to your shopping cart. You can do this directly from the category page or from the product page.
Go to the shopping cart and check that you have correctly purchased what you want.
If you have made a mistake, you can delete the items in your basket or change the quantities or add other items.

If you have a discount code you can enter it in the cart in the space provided "Discount code".

Go to checkout, if you are already registered you can login directly from here by clicking on "Login" by entering the email and password used during registration or purchase as a guest by filling out all fields with the required data.
Write the shipping address correctly so the courier can find you easily.

Click on “Go to payment” and select your preferred Payment Method and click on “Pay now”.

If your order was successful, you will receive a confirmation email to the address you entered at the time of payment. If you don't see it, please check your Spam folder. If you are Registered you can check the status of your Order directly in your Account

It is not possible to add other items when you have already completed your order.
If you want, you can place a new order.

It is possible to change the shipping address by contacting our customer care only if your order has not yet been entrusted to the carrier by contacting our Customer Care

Delete an order

You can cancel an order before it has been shipped by contacting .Customer Care.directly.

Once the order has been cancelled we will proceed with the refund.

I have a discount code, how do I use it?

To apply a discount code to your order, simply copy it into the "Discount code" box and click "Apply". If the discount is not applied, please check the discount or promo rules.

I have used a discount coupon, if I cancel my order will I still be able to use it?

If you have placed an order using a discount coupon and then for some reasons you decide to cancel it, you can contact Customer Care to re-activate the discount coupon to be used on your next order.


Payment methods

You can pay by credit card (VISA, Mastercard, etc) Paypal, Apple Pay, Google Pay, Shopify Pay.


If you choose to pay by PayPal, you will be directed to the PayPal website. If you already have a PayPal account, log in with your email address and password and confirm your payment. If you do not have a PayPal account, you can proceed with a guest account or create one. Your payment will be registered within a few minutes and your order will be processed immediately. You can always pay with PayPal but if you do not have a PayPal account you can use a Credit Card.

Delivery and Shipping

Shipping time

The purchased products will be delivered within 24-72 hours from the order confirmation. For deliveries to be made outside of Italy, shipping costs and delivery times may vary.

I have not received the email confirmation/shipping of my order

If you have not received your order confirmation email, we recommend that you check your Spam folder.

If it is not in your Spam folder, you can contact Customer Care and report that you have not received your order confirmation, so they can check if your order has been successful.

Changing shipping address

You can change your shipping address if your order has not yet been handed over to the courier.

To change it, please contact Customer Care

I have received my order but the parcel is damaged

If you have received your order and the package is damaged, we advise you to accept the package with reservation, to be reported to the courier upon delivery. You can use another box to make the return.

Incorrect delivery

Have you received an item that you did not order?

Contact our Customer Care to report the incident. Franklin & Marshall will pay the return shipping costs. You will be reimbursed when we receive the return in stock.

Of course, if you want, you can order the correct item again.

Return and Refund

How to make a return

To make a return, you must contact Customer Care specifying your name and surname, order number, the article you wish to return and the reason for the return. You will receive a confirmation email with the address to which the return should be sent.
The refund will be settled within days of receipt of the returned goods, on the same method of payment used when ordering.

If you purchased by bank transfer, we will ask you for a valid IBAN to finalize the refund.