FAQ

Purchasing

What currency are prices in frenchconnection.com.au?

All prices online are displayed in Australian Dollars (AUD).

Do I need to register to shop with French Connection Online before I can order?

You are able to purchase as a guest, however by creating an account to shop on French Connection, all your contact shipping and payment details will be saved and ready for your next purchase, as well as view your order history, save wishlists and more.

How do I purchase online at frenchconnection.com.au?

Purchasing online is easy, please see our go to order guide.

What payment options are available at frenchconnection.com.au?

We provide a variety of payment options such as VISA, MasterCard, Amex and PayPal.

Your card/paypal account will be debited once your payment has passed fraud screened, and the charge will appear as French Connection on your statement.

I did not receive a confirmation email?

If you have placed your order and did not receive a confirmation email with your order number, please contact our customer care team to ensure that your order has been successfully processed or that your email details are correct. Please also check your junk mail folder to ensure your emails are not being forwarded to this folder.

Can I change or cancel my order once it has been placed

Once an order has been placed and payment confirmed, we cannot change or cancel your order - this includes the delivery address. If you no longer require the items in your online order, you can return any item eligable under our returns policy to our online warehouse for a refund. Click here to view our returns policy.

My order is a gift, can I get a gift receipt included?

A tax invoice is included with each order which does show pricing, we are unable to exclude this from deliveries.

Can I get my order gift wrapped?

At this stage, gift wrapping is not available with online orders

My item I’m interested in purchasing is out of stock, what can I do now?

If frenchconnection.com.au has sold out of an item you are interested in purchasing, you can contact our customer service team who can assist you to locate the item in store.

My Account

I've forgotten the password to my French Connection account?

You can easily reset your frenchconnection.com.au password by clicking on the FORGOT YOUR PASSWORD link on the sign in page. This will prompt you to enter the email address linked to your frenchconnection.com.au account, and you will then receive an eail with a link to reset your password.

How can I update my address and payment details in my French Connection account?

Simply sign in to your frenchconnection.com.au account and use the My Account navigation to update your details include payment, saved addresses and email address. If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.

Delivery

How long will it take for my order to arrive to me?

Stock shown on frenchconnection.com.au is sourced from both our Australian stores and warehouse, so you may receive more than one parcel, which you will be advised via email. Delivery times vary pending on the shipping method selected at the time of checkout. For further information regarding our delivery times, costs and conditions, please refer to our Delivery page. During peak trading periods (such as Christmas) or sale periods, you may incur slight delays.

How can I track my order?

Once your order is dispatched, you will be provided a tracking number via email. Australia Post will also send you regular updates as your delivery makes its way to you. If you have received an Australia Post tracking number but would like further updates on the status of your order, you can also track your order via the Australia Post website .

International Delivery

Do you deliver to New Zealand?

Yes, however all orders being delivered to a New Zealand address must be placed on our New Zealand website frenchconnection.co.nz

How long will it take for my order to arrive to me?

Stock shown on frenchconnection.com.au is sourced from both our Australian stores and warehouse, so you may receive more than one parcel, which you will be advised via email. Delivery times vary pending on the shipping method selected at the time of checkout. For further information regarding our delivery times, costs and conditions, please refer to our Delivery page. During peak trading periods (such as Christmas) or sale periods, you may incur slight delays.

Which carriers do you use to deliver my parcel?

Returns & Exchanges

What if my items do not fit, I changed my mind or I received a faulty item?

Please refer to our Returns Policy for further information regarding options available to you.

Can I return an online order to a French Connection store?

Please see the Returns & Exchanges page for more details.

Can I return items purchased instore to French Connection Online?

No, item's purchased in-store cannot be mailed back to online for return or exchange. Please see our Retuns Policy for full details.

I purchased an item on promotion (eg. % off storewide) does this mean I cannot return it?

No. Our returns policy means sale items (those with a red ticketed price in-store or a red markdown price online) cannot be accepted for a change of mind refund. Item/s purchased under other promotions such as percentage off storewide events are still considered full price items in our Returns Policy.

GIFT CARDS - ONLINE

Can I use a Gift Card to purchase from the online store?

No, Gift Cards can only be used in all our stores across Australia & New Zealand (excluding MYER and David Jones) but not online as payment. Gift Cards are valid for 12 months from date of issue.

GIFT CARDS - INSTORE

Please treat your card as cash, as lost, stolen or damaged cards cannot be replaced or refunded.

If I report a card lost and then find it again, can I report it found?

No. Once you report a card as lost or stolen, it cannot be reversed. You must wait for a replacement card to be mailed to you.

Can I top-up a Gift Card?

No, a Gift Card can only be redeemed or partly redeemed until the balance is zero. If an item is returned, a new gift card will be issued.

SIZING

How do I know what size I am?

Find the best fit for you with our easy-to-use international size guide. Before you order an item from our online store, we recommend using our comprehensive size chart. View our Size Chart here.

SHOPPING IN STORE

Does French Connection offer a laybuy service?

French Connection concept stores do offer a laybuy service with the following conditions:

  • a minimum purchase of $65 is required to quality for a layby
  • a deposit of 20% of the total value of the lay-by is required
  • the layby is valid for 4 weeks only, and fortnightly payments are required at the store where the lay-by was made. The due date of the lay-by is on the register receipt and on the duplicate layby conditions docket.
  • a cancellation charge (ACT - administration fee) will apply to cancelled / overdue / defaulted lay-bys, equal to the deposit amount (limited to a maximum of $50)
  • layby is not available on markdown items

For any questions regarding an existing layby, you must contact the store the layby was placed at

OTHER

How do I find out about upcoming promotions?

You’ll be the first know about new season styles, VIP events, promotions and new store openings by signing up to our newsletter or following us on social media

Who do I contact if I am having technical issues with the website or my online payment??

Our customer care team is here to help with any issues and can be contact via telephone and email.