This policy explains how orders placed on www.francis.co.id are processed and delivered by PT Pangan Kreasi Makmur (Francis). It forms part of the Terms of Sale.
1. Delivery area
We deliver throughout Indonesia wherever our partner couriers operate. Courier availability and rates for your address are shown at checkout once the delivery address is entered. We do not currently ship internationally.
2. Order processing time
Orders are processed on working days (Monday–Friday, excluding public holidays) once payment is confirmed. Our products are made in small batches; orders are usually handed to the courier within 1–2 working days of payment.
3. Delivery estimates
Estimated delivery time depends on the destination and the courier service you choose; the estimate is shown beside each courier option at checkout. Estimates are provided by the courier and are not an absolute guarantee where delay is outside our reasonable control, but our legal obligations regarding late delivery remain unaffected.
4. Shipping costs
Shipping costs are calculated at checkout from the order weight, destination address and chosen courier, and are shown before you pay. Where a free-shipping promotion applies, the shipping discount is shown in the order summary.
5. Tracking and proof of delivery
The tracking number is emailed once the parcel is handed to the courier and is available on your order page. The courier's proof of delivery is evidence that the delivery was received, unless you report a discrepancy under the Returns & Refunds policy.
6. Addresses and failed delivery
Customers are responsible for providing a correct and complete address and contact number. If delivery fails because of incorrect information or because the recipient is unavailable, a re-delivery fee may be charged to the extent permitted by law and will be communicated transparently before re-delivery.
7. Damaged or lost parcels
If a parcel arrives damaged or incomplete, or does not arrive, contact us within a reasonable time (ideally within 48 hours of the delivered status) via WhatsApp or help@francis.co.id with your order number and photos. We will follow up with the courier and arrange a replacement or refund under the Returns & Refunds policy and applicable law.