Customer satisfaction is important to us! If you are unhappy with the merchandise you received for any reason, simply return it to us and we will happily provide a credit note or an exchange under the following conditions:
Merchandise must be returned within 7 days of dispatch for Australian customers and 14 days for other countries.
Merchandise must be in saleable condition with all tags attached
Merchandise must not be worn, damaged, altered or washed
You must contact us before returning the item
Sale items cannot be returned or exchanged
For hygiene reasons, swimwear, jewellery and sunglasses cannot be returned
Before our products are shipped each item is carefully inspected and packaged so that it arrives to you in perfect condition. If you believe your product is faulty please contact us within 7 days of receiving your order.
If an item is considered faulty, Franki&co. will provide you with a replacement, if the item is no longer available a refund will be offered for all items where:
Items are delivered/received damaged
Items are faulty
Please note items that have been damaged from wear and tear are not considered to be faulty.
If an item is considered damaged or faulty, we will contact the manufacturer and it is at their discretion to approve the return. The manufacturer then notifies Franki&co. as to whether the item will be repaired or replaced.
If a repair or replacement is not available a refund will be provided.
How do I make a return?
Email us at firstname.lastname@example.org to let us know what you would like to return and why, and we will then provide return instructions.
Ensure the garment is in original condition with tags attached.
Package up your item securely and send back within 7 days using a traceable service.
Do you cover the cost of returns?
Items are to be sent back to Franki&co. at the cost of the customer. If you are wanting an exchange, standard postage fees to re-send will apply. This can either be charged over the phone prior to resending the item to you, or you can simply include a paid satchel in your delivery to us.
Have you received my return?
Please allow up to 3 working days upon us receiving your parcel to process your return. We recommend you send your item back using a traceable service so you know when we’ve received it. You can always contact us to double check.
Unfortunately Franki&co. cannot be held responsible for parcels without tracking that have not been received back.
How long do credit notes last?
Credit notes will be valid up to 12 months from the issue date.
Can items I buy online be returned in store?
Yes, you can return items in person during our usual business hours.