Customer Service

Welcome to our Customer Service

We're here to help! Our team is dedicated to providing you with the best shopping experience possible. If you have any questions, concerns, or need assistance, don't hesitate to contact us.

How to Contact Us

Email: Email us and we'll get back to you within 24-48 hours.

Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+2)

What We Can Do for You

Order Support

  • Order Tracking
  • Changes to the delivery address (if the order has not yet been shipped)
  • Order status information
  • Delivery problems

Returns and Refunds

  • Return requests
  • Product changes
  • Refund Status
  • Defective or damaged products

Product Information

  • Details on materials and certifications
  • Age-appropriate advice
  • Product availability
  • Care and maintenance instructions

Accounts and Payments

  • Account problems
  • Questions about payment methods
  • Billing
  • Changes to personal data

Response Times

We strive to respond to all inquiries within 24-48 hours during business days. During peak periods (holidays, sales), it may take slightly longer, but we'll do our best to assist you as quickly as possible.

Tip: To help us respond to you faster, always include your order number (if applicable) and a detailed description of your request.

Frequently Asked Questions

Before contacting us, please check out our FAQ page for answers to common questions about orders, shipping, returns, and products.

Complaints and Feedback

Your opinion is important to us! If you have a complaint or would like to share feedback about your experience, please contact us. We take every comment very seriously and use it to continuously improve our services.

Privacy and Security

All communications with our customer service team are treated confidentially. Your personal data is protected in accordance with European data protection regulations (GDPR).

Other Useful Resources

  • FAQ: Frequently Asked Questions and Quick Answers
  • Shipping and Deliveries: Detailed information on shipping times and costs
  • Returns & Refunds: Full return policy and procedure
  • My Account: Manage your orders and personal data

We're Here for You

The Fran&Lillò team is passionate about what they do and is committed to providing you with quality products and excellent service. We look forward to helping you!