STEP 01
Check eligibility
Review the product condition, product type and any hygiene or personalised-item restrictions that apply.
Returns
Customer information
Returns
Review the current return conditions before sending a product back to Franks.
Before returning anything: contact Franks with the order number, product and reason for the return. Do not send an item to an address taken from packaging unless the current instructions confirm that address.
STEP 02
Request instructions
Use the Contact page and include the order number so the request can be matched to the correct purchase.
STEP 03
Return as instructed
Package eligible items securely and follow the return method and address supplied for that request.
Return guidance
Product condition
Unless a fault is being reported, an eligible return should generally remain unused, unwashed and in a resalable condition with the original product labels and packaging where applicable.
Products with special conditions
Hygiene-sensitive, sealed, personalised or made-to-order products can have different return conditions. The product description and applicable consumer rights take priority over general guidance.
Faults or incorrect items
Contact Franks promptly and provide clear photographs where requested. Keep the item and packaging until instructions have been supplied.
Refund processing
Approved refunds are handled through the original payment route where possible. Payment providers can take additional time to display the completed refund.