Fault or damageReport within 30 days
Send your order number, a short explanation and clear photos of the full item.
Franks Clothing customer care
Returns & refunds, made clear.
We want every Franks order to arrive exactly as expected. This page explains what to do when an item is faulty, damaged, incorrect, unwanted or missing in transit.
Last updated: 17 June 2026
Changed your mindTell us within 14 days
Eligible standard items can be returned after you notify us within 14 days of delivery.
Parcel missingReport within 30 days
Contact us within 30 days of the estimated delivery date so we can review the shipment.
This policy applies to purchases made directly from Franks Clothing. It sits alongside your rights under UK consumer law and does not reduce those rights.
Faulty, damaged, misprinted or incorrect items
Contact us within 30 days of receiving your order when an item arrives damaged, faulty, misprinted or different from what you ordered.
Please include:
- Your order number and the email address used at checkout.
- A short description of the problem.
- A clear photo showing the entire item.
- Close-up photos showing the fault, print issue or damage.
- A photo of the packaging label when the wrong item arrived.
Once the claim has been reviewed, we may offer a replacement, repair or refund. A return is not always needed for clear manufacturing or print faults. Please wait for our instructions before sending anything back.
Normal differences in colour caused by screen settings, or minor placement differences that fall within standard production tolerances, are not classed as faults.
Change-of-mind and sizing returns
For eligible standard, non-personalised products bought online, tell us within 14 days of delivery that you wish to cancel. You then have a further 14 days to send the item back.
Returned products should be unworn, unwashed and free from marks, scents, pet hair or other signs of use. Trying an item on as you would in a shop is fine. Handling beyond what is needed to inspect the product may reduce the refund where its value has fallen.
You are responsible for the return postage cost for a change-of-mind, colour or sizing return. Use a tracked service and keep the proof of postage until the refund is complete.
Do not send a return to the address printed on the original parcel. Contact us first so we can provide the correct return instructions.
Personalised and custom-made items
Products created to your individual specification, such as garments printed with a chosen name, custom wording or customer-supplied artwork, cannot normally be returned after a change of mind.
This exclusion does not apply when the product is faulty, damaged, not as described or produced incorrectly.
A standard Franks Clothing design is not treated as personalised simply on the basis that it is prepared after an order is placed.
Exchanges
We do not process direct change-of-size or change-of-colour exchanges. For an eligible return, send the original item back for a refund and place a new order for the preferred option.
When we supplied the wrong item, or the product arrived faulty, we may arrange a replacement without asking you to place a new order.
Lost or delayed parcels
Report a parcel that appears lost within 30 days of its estimated delivery date. Before contacting us, check:
- The shipping address shown in your order confirmation.
- Any safe place, reception area or delivery point.
- With neighbours or other members of the household.
- The tracking page and local delivery depot.
We will review the tracking and may open an enquiry with the carrier. When the parcel is confirmed as lost, we will arrange a suitable remedy, such as a replacement or refund.
Tracking says delivered
Contact us as soon as possible. We may ask you to complete the checks above and support a carrier investigation. Each case is reviewed using the tracking record and delivery evidence.
Orders returned to sender
A parcel may be returned when the address is incomplete or incorrect, the parcel is refused, customs charges are not paid, or the order is not collected from a pick-up point.
Once we receive notice that the parcel has been returned, we will contact you about the available options. New shipping charges may apply when the return resulted from an incorrect address, refusal or failure to collect.
Please reply within 30 days of our return notification when you want the order sent again.
Refunds and processing times
Approved refunds are sent to the original payment method. For a valid cancellation return, we will issue the refund within 14 days of receiving the goods back, or within 14 days of receiving valid evidence that they were sent back, whichever happens first.
The basic outbound delivery charge is refunded where UK cancellation rules require it. Any extra cost paid for a premium delivery method is not refundable above the price of the standard delivery option.
Your card provider or bank may take extra time to display the money after we process it.
How to start a return or claim
Send your order number, reason for contacting us and any requested photos.
We will review the request and confirm the next step or correct return address.
Use tracked postage for an approved return and retain the receipt until it is resolved.
Returns questions
Quick answers before you contact us
These answers cover the most common return, refund and delivery questions.
Can I return something that does not fit?
Eligible standard items can be returned under the change-of-mind process. Tell us within 14 days of delivery, then return the item within the following 14 days. Return postage is paid by the customer.
Do I need to return a faulty item?
Not in every case. Clear photos may be enough for us to assess a print, manufacturing or delivery issue. Wait for our instructions before posting the item.
Can I send a return to the address on the parcel?
No. The address on the parcel may not be the correct location for your return. Contact Franks Clothing first and use the instructions we provide.
What happens if I entered the wrong delivery address?
Contact us straight away. We cannot always change an address after production or dispatch. When the parcel is returned to sender, a new shipping charge may apply.
Will the original delivery cost be refunded?
For an eligible UK cancellation, the cost of standard delivery is refunded. Any amount paid above the standard option for faster delivery is excluded.
Need help with an order?
Speak to Franks before sending anything back.
Use the contact form and include your order number. For damage, faults or print issues, attach clear photos so the request can be reviewed faster.