FRANK

 

Policy of Return

Free of charge for return the product within 33 days of receiving your order. Not applicable for SALE product

How do I return an item?

This is how to request a return: 

• Send mail with title "Return this Item" to hello@frcnk.com 

Before starting, you should pack your item into its original packaging including the carton box, box, any accessories, labels and the return tag. 

You can return an item by courier: 

Making a Return by Courier: 

1. Print your shipping label. It will be sent to you by email.
2. Remove the original shipping label and attach the new label. 
3. Schedule your return by contacting the courier by phone or online.

       Phone 

       The number will be sent to you by email with your shipping label and is also visible on the thank you page that appears when you complete your return request online.  

       Online

       Start by visiting ‘MyDHL+’ at the following link https://mydhl.express.dhl or using the ‘DHL Express Mobile App’ and choose the country you are making the return from. Select the ‘Schedule a Pickup’  tab and enter the waybill number on your prepaid shipping label. 

Please note: 

• The courier’s tracking number is visible on your prepaid shipping label. You can use it to follow your returns at by visiting ‘MyDHL+’ at the following link https://mydhl.express.dhl or using the ‘DHL Express Mobile App.’ 
• If you do not receive a shipping label please contact us.
• Please note, if you use a different courier service than listed above, FRANK cannot be held liable. 

Please note: 

• All returns are charged on your account.  
• Please remember that items must be in new condition and with their protective coating intact (if applicable). 
• Please refer to contact us for more information. 

How many days do I have to exchange or return an item? 

Returns and exchanges may be made within 33 days from the date of delivery by returning your item by carrier to the address on the return shipping label or to a FRANK stores.

Returned merchandise must meet the below requirements in order to be accepted for a refund:

• All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered or damaged will not be accepted.
• Returns on items with a return tag attached will only be honored if the label has not been removed. 
• Made to Order or personalized items are final sale and cannot be returned. 

For more information, please contact us.

How do I exchange an item?

To exchange an item by carrier:

1. Please contact us to initiate an exchange. 
2. Once the exchange has been approved, your shipping label will be emailed to you.
3. Pack your item in its original packaging—including the carton box, any included accessories, labels, return tag. Please note, your item must be in new condition and with its protective covering still intact (where applicable). 
4. Print then attach the shipping label to the package and arrange pickup by contacting the carrier directly at the number located on the return request email or in the return thank you page that appears when you complete your return process online. You can also arrange your pickup by visiting “MyDHL+” at the following link https://mydhl.express.dhl or using the “DHL Express Mobile App.” First, select the country in which your order will be picked up from, and then select the “Schedule a Pickup” tab using the waybill number you find on the return label.
5. The carrier tracking number can be found on your prepaid shipping label. You can use this to track your returns using “MyDHL+” at this link https://mydhl.express.dhl or using the “DHL Express Mobile App.”
6. Once received in the warehouse, items sent for exchange will be processed within 14 business days and credited back to the original form of payment. Please note, if your item does not meet the terms of our returns policy, it will be returned to you and the reimbursement will not be made.
7. You will receive an email confirmation when your return has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable. 

For Paypal orders, exchanges may be processed only for the same or lower value. If you are exchanging for an item of lower cost, you will receive a partial refund directly through your Paypal account.

Exchanges for items with a lower value purchased through Wire Transfer will receive a refund for the cost difference. For exchanged items with a higher value than the original purchase price, FRANK will request a payment of the difference through credit card.

 

For more information or questions, please contact us. 

How long does it take for a refund to be issued?

Merchandise returned by mail to the warehouse will be processed within 14 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Additional fees for Saturday delivery are non-refundable.

Are delivery charges refundable?

Additional fees for delivery are non-refundable.  

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on FRANK may be returned. However, refunds may only be issued to the same method of payment used for the original purchase.  

Policy of warranty

FRANK offers a 12 months warranty valid from the date of purchase.

Free of charge with problems from manufacturer

• Our lifetime guarantee is a warranty against defects in materials (leather and hardware such as snaps, zippers, buckles, rivets, etc.) and workmanship. Our leather, as with all natural materials, will occasionally have unique characteristics such as: small scars, creases and variations in the color and are not considered defects. Validated warranty repairs are repaired or replaced at no charge.
• Due to the nature of leather and vintage materials our warranty does not cover natural wear and tear from daily love. Worn edges or corners, natural fading and softening of materials is an expected occurrence.  We guarantee the foundation of our product will hold your belongings safely. We find that patches and natural wear are a part of the story that unfolds as your product grows with you. One of a kind, Vintage and Found product may need to be patched or stitch due to the nature of vintage material. 

How to care your leather

• Maintain your favorite leather pieces regularly to ensure soft and supple leather.
• Leather can be cleaned and restored with a regimen of leather care products designed to clean, condition and protect.
• Store leather bags properly when not in use; keep out of direct sunlight and in low humidity as sunlight fades and dries leather.
• If leather gets wet, absorb as much water as possible with a thick hand towel and then air dry.
• We recommend conditioning your leather at a minimum of every 6 months..