WARRANTY & RETURNS

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?

There are two ways to request a return:

You can send message to our FACEBOOK
Send mail with title ‘Return this Item’to hello@frcnk.com

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

You can return an item by courier or in-store:

Making a Return by Courier:

Print your prepaid shipping label. It will be sent to you by email.
Remove the original shipping label and attach the new label.
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.

Making a Return In-Store

You may return your item to our stores.

. It should be brought to the store in its original packaging

The Client Advisors in store will be glad to assist you in the return process and you will receive an email confirmation when your return has been completed. 
Refunds will be credited back to the original form of payment. Please note, shipping fees for delivery are non-refundable.

Please note:

All returns are complimentary.
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:

Please contact us to initiate an exchange. 
Once the exchange has been approved, your prepaid shipping label will be emailed to you.
Pack your item in its orginal packaging—including the cotton tote bag, any included accessories, instruction booklet, labels, return tag. Please note, your item must be in new condition and with its protective covering still intact (where applicable).
Print then attach the prepaid 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.
All returns shipped using the prepaid shipping label are complimentary. Please note, FRANK is not liable for merchandise returned through an alternative carrier service, we recommend using the prepaid label. If for any reason you don’t receive your prepaid shipping label or you can’t locate it, please contact us.
The carrier tracking number can be found on your prepaid shipping label. You can use this to track your returns useing “MyDHL+” at this link https://mydhl.express.dhl or using the “DHL Express Mobile App.”
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.
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.

Exchange in store:

You may return your item to the stores.
Please bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email.
The Client Advisors in store will be glad to help you in exchanging your purchase.

For more information or questions, please contact us.

Where can I return or exchange a Collect In-Store item?

You can return or exchange your purchase within 33 days of collecting your item in-store or by contacting Client Services if you would like us to pick it up from an address of your choice.

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..