Shipping & Delivery

Delivery Partner

Francis & May orders are shipped through GoGo Xpress, our third-party logistics partner.

We carefully prepare and package every fragrance before handing it over to the courier to help ensure that your order reaches you safely.

Cash on Delivery

Cash on Delivery (COD) is available for eligible orders and delivery locations.

For COD orders, please prepare the full amount shown in your order confirmation when your package arrives.

There is no additional COD surcharge from Francis & May simply for choosing Cash on Delivery.

Shipping Fee

Shipping fees are calculated based on your delivery location and the applicable GoGo Xpress shipping rate.

Your shipping fee will be shown or communicated to you before your order is finalized.

GoGo Xpress states that its shipping fees are VAT-inclusive and that applicable shipping and related fees may vary according to the shipment.

Orders are normally prepared after your order details have been confirmed.

Please make sure that your:

Name, complete address, mobile number, and delivery information are correct before submitting your order.

Incorrect or incomplete information may result in delayed or unsuccessful delivery.

Delivery Time

Delivery times vary depending on your location, courier operations, weather conditions, holidays, and other circumstances outside the control of Francis & May.

Some areas may also be classified by GoGo Xpress as Out of Delivery Zones (ODZ). Customers in these locations may be asked to collect their package from the nearest available courier branch.

Because fragrances contain liquid ingredients, perfume shipments are subject to courier transportation regulations.

GoGo Xpress currently identifies perfume as a regulated item for air transportation and permits up to one (1) liter of perfume per transaction, including multiple bottles as long as their combined volume does not exceed the limit.

Depending on the destination and transportation requirements, some regulated shipments may be routed through land or sea instead of air. GoGo Xpress notes that shipments requiring sea transport may take at least 15 business days in applicable cases.

Because your Francis & May bottles are only around 50–60 ml each, normal customer-sized orders should generally remain far below the 1-liter limit, although final acceptance and routing are still determined by the courier.

Please make sure someone is available to receive your package.

Under GoGo Xpress' current delivery policy, a shipment may be returned to the sender when the recipient refuses the parcel or cannot reasonably be located after the applicable delivery attempts. Their policy currently provides for up to two delivery attempts in certain situations.

For COD orders, unsuccessful delivery can occur for reasons such as:

• Recipient refused the package

• Recipient was unavailable

• Insufficient/no payment

• Recipient could not be identified or located

GoGo Xpress may charge Francis & May a Return-to-Shipper (RTS) fee when an undelivered parcel is returned. Their current policy says the RTS fee can be equivalent to the applicable shipping fee and related charges. 

Because of this, customers who repeatedly place COD orders and refuse or fail to receive them may have COD privileges limited on future orders. 

Once your package has been handed over to GoGo Xpress, tracking information may be provided so you can monitor your shipment.

Courier tracking information represents the latest status supplied by GoGo Xpress.

Damaged or Incorrect Orders

If your package arrives damaged, leaking, or contains an incorrect item, please contact Francis & May as soon as possible.

Keep the original packaging and provide clear photos or video of:

1. The shipping pouch or box

2. The shipping label

3. The damaged product

4. The condition of the package when received

Claims involving courier loss or damage may also be subject to GoGo Xpress' investigation and claims policies. GoGo Xpress states that eligible loss or damage attributable to the courier is handled according to its claims policy. 

Courier rates, service areas, delivery schedules, and policies may change from time to time.

Francis & May cannot guarantee an exact delivery date once an order has been transferred to the courier, but we will assist customers with legitimate delivery concerns whenever possible.

Courier Terms

Shipping services fulfilled through GoGo Xpress are also subject to their applicable service and delivery policies.

View GoGo Xpress General Terms of Service