1. Eligibility

To be eligible for a return, your item must be unused, in its original packaging and in the same condition you received it. Some items are non-returnable (perishable goods, intimate or sanitary items, gift cards, downloadable products, custom orders).

2. How to Start a Return

1. Sign in to your account and locate the order.
2. Click "Request return" and select the items and reason.
3. We'll email you a return label and instructions within 24 hours.
4. Drop the parcel at the carrier of your choice.

Don't have an account? Email info@franphie.com with your order number.

3. Refunds

Once we receive and inspect the return, we'll notify you of approval. Approved refunds are processed to your original payment method within 5–10 business days. Shipping fees are non-refundable unless the return is due to our error.

4. Damaged or Defective Items

If your item arrives damaged or defective, contact us within 48 hours of delivery with photos and your order number. We'll arrange a free replacement or full refund — your choice.

5. Exchanges

For size or colour exchanges, follow the standard return process and place a new order for the desired item. We'll waive the return shipping fee.

6. Late or Missing Refunds

If you haven't received a refund within 10 business days of approval, please first check with your bank or card issuer (processing times vary). If the issue persists, contact us at info@franphie.com.

7. Contact

Need help with a return? The Franphie support team is one click away — track an order or email info@franphie.com.