FAQ

Frequently Asked Questions

Orders and Payments

What payment methods do you accept?
We accept the following secure payment methods:
• Credit and debit cards (Visa, Mastercard, American Express, Maestro)
• PayPal
• Apple Pay
• Google Pay
• Shop Pay
All payments are processed securely through Shopify Payments with SSL encryption.

How can I place an order?
Add products to your cart, proceed to checkout, enter your shipping and payment information, and confirm your order. You'll receive a confirmation email immediately.

Can I change or cancel my order?
Contact us as soon as possible at info@franlillo.it . If your order hasn't shipped yet, we'll do our best to help you.

Will I receive an order confirmation?
Yes, you will receive a confirmation email immediately after completing your order with all the details.

Can I purchase without registering?
Yes, you can complete the purchase as a guest without creating an account.

Shipping and Deliveries

How much does shipping cost?
Shipping is free for orders over €150. For smaller orders, shipping costs vary based on destination and are automatically calculated at checkout.

How long does it take to receive my order?
Delivery times are 3-8 business days from shipment, depending on the destination. Orders are processed within 1-2 business days.

How can I track my order?
You'll receive an email with your tracking number as soon as your order ships. You can track your shipment in real time by clicking the link in the email.

Do you ship internationally?
Yes, we ship throughout Europe. Delivery times and costs vary depending on the destination.

What happens if I'm not at home at the time of delivery?
The courier will leave a note and you can arrange a new delivery or collect the package from the nearest collection point.

Can I specify a delivery time?
It's not possible to specify a specific time, but you can leave special notes for the courier during checkout.

Returns and Refunds

Can I return a product?
Yes, you have 30 days from receipt to return the products. The products must be unused, in their original condition, with intact tags and in their original packaging.

How do I initiate a return?
Contact us by email at info@franlillo.it with your order number and the products you wish to return. We will provide detailed return instructions.

When will I receive my refund?
Your refund will be processed within 5-7 business days of receiving and verifying your return. It may take an additional 3-5 business days for the refund to appear on your payment method.

Who pays the return costs?
Return costs are the responsibility of the customer, except in the case of defective or damaged products or an error on our part.

What happens if I receive a defective product?
Contact us immediately with photos of the defect. We will replace or issue a full refund, including shipping costs.

Can I exchange a product for another?
We do not currently offer direct exchanges. You can return the product for a refund and place a new order.

Products and Certifications

Are your products safe for children?
Yes, all our products comply with European safety regulations for children's products (EN71, CE) and have the necessary certifications.

Are the products Made in EU?
Yes, we favor European producers who meet high standards of quality, safety, and environmental sustainability.

What materials do you use?
We select products made from natural and sustainable materials: FSC-certified wood, GOTS organic cotton, natural fibers, and Oeko-Tex fabrics. We avoid plastic whenever possible.

Are the toys non-toxic?
Yes, all toys are made with non-toxic, water-based paints and child-safe materials.

What ages are your products suitable for?
Each product has specific age recommendations. You can find this information in the product description.

Do you have Montessori products?
Yes, we offer a selection of Montessori-inspired toys and furniture.

Availability and Stock

What happens if a product is out of stock?
You can sign up for availability notifications on the product page. We'll notify you via email when it's back in stock.

Do you do pre-orders?
We occasionally offer pre-orders for new products. This will be clearly indicated on the product page.

Do you update the catalog regularly?
Yes, we regularly add new products carefully selected according to our quality and sustainability criteria.