Ordering and Shipping: Tracking and Support for You

1. Where is my package?

Orders are shipped from Italy. The tracking number becomes active once the package arrives in the destination country.

It is therefore perfectly normal not to receive a tracking number immediately after placing your order. The tracking number usually becomes active a few days after shipment.

Once the tracking number is active and available, you will receive an email from us with the information you need to track your package.

If you still haven't received your tracking number after 5 business days, please contact us through our contact page so we can check on your order.

2. Where can I track my order?

You can track the status of your order via our dedicated page, or by contacting us directly if needed.

However, tracking information is only available once the package has arrived in the destination country. You will therefore need to wait for an email, which will be sent within 5 business days, containing tracking information from the local delivery service.

3. Where can I find my tracking number?

The tracking number will be emailed to you within 5 business days, once it becomes active in the destination country.

If you need to contact us, we recommend that you always provide your order number, which can be found on your receipt.

Also, be sure to check the URL of the website where you placed your order. Sometimes orders are placed on websites other than ours, which can result in an incorrect recipient.

4. What does “order completed” mean?

An order marked as “completed” does not necessarily mean that you have already received your package.

This status simply means that your order has been shipped and is currently in transit.

You should receive your package within the next 3 days, along with a tracking number via email so you can track its delivery.

5. How do I return a product?

Our items are brand new and guaranteed to be free of defects. If a product is defective or does not meet specifications, you have 14 days from the date of receipt to request an exchange or a refund.

If this deadline falls on a weekend or a holiday, it is extended until the next business day.

The product must be returned in new, unused condition, in its original, unopened packaging, along with all accessories, manuals, and documents, as well as in its original cellophane wrapping, accompanied by the corresponding invoice.

In order to process your request, please provide us with several photos of the product:

• in the package
• outside the package
• with the product code visible

Refund

If you exercise your right of withdrawal, Frag Inspiration agrees to refund the amounts paid, excluding return shipping costs, which are your responsibility.

The refund will be issued within 14 business days of receiving the returned package(s).

We will not accept any cash-on-delivery shipments, for any reason.

6. What are the delivery times?

Delivery times are typically 5 to 7 business days.

In most cases, orders are delivered within about 4 business days, but this timeframe may vary depending on several factors, such as the time of year, demand, or the destination.

For some shipments outside of France and Italy, delivery may take up to 10 business days.

During busy periods, particularly in November, processing times may occasionally exceed 10 business days.

7. Why is my order taking so long to arrive?

There are several reasons why delivery may take longer than expected.

If you place an order on a weekend or a holiday, it will be processed on the next business day. For example, an order placed on Friday evening will generally be processed starting Monday.

Delivery times may also vary depending on the time of year (peak demand) or due to external factors such as transportation delays or strikes.

Finally, delivery times may depend on the carrier, which can sometimes take a little longer depending on the situation and your destination.

8. My tracking isn't working. What should I do?

If your order tracking isn't working, please contact us as soon as possible so we can check your order.

There are several possible reasons for this issue: a delay in updating the tracking information, a delivery issue, a damaged package, or a return to the sender.

In any case, we will do everything necessary to provide you with an answer and find a suitable solution.

9. I haven't received my package. What should I do?

If you haven't received your package, there are a few things you should check first.

Be sure to check your email inbox, including your spam folder, as we always send delivery updates.

It's also possible that the package was left at a pickup location, with a neighbor, or with a building superintendent.

We recommend that you contact the delivery service first, as they can provide you with specific information about the location of your package.

If the problem persists, please contact us with the information you received so we can assist you.

10. I'm having a problem with my order. What should I do?

If you notice a problem with your order (missing item, error, or damaged item), please contact us as soon as possible.

To help us process your request, please provide your order number and any necessary photos.

We will do everything necessary to provide you with a solution as soon as possible.