Help - Returns & Refunds

What is your returns policy?

We want you to be completely satisfied with your purchases. If for any reason you are not satisfied with an item you have ordered, please return it FREE OF CHARGE within 30 days of the date of receipt and we will refund your money or send you a replacement.

Items returned under our 30-day guarantee should be returned to us in their original condition including any packaging.   Please check the ‘Products we are unable to refund’section below for exceptions.

This guarantee is in addition to your statutory rights.

To ensure we can deal with your return as quickly as possible please use the prepaid label in your parcel to return your item, following the instructions on the insert. We ask that you wrap and parcel goods which you are returning carefully to prevent damage, ideally using the original packet or parcel in which it was delivered.   

Be sure to include a note explaining the reason why you wish to return the goods, whether you would prefer us to send you a replacement or process a refund, and your contact details in the event of any queries. Please note we are only able to replace identical products (but requests for different garment sizes are acceptable).

Please obtain proof of postage (a certificate of posting is available free of charge from the Post Office).  This should be kept in a safe place in case you need to claim compensation from the carrier.  We regret that we cannot accept responsibility for goods in transit from our customers.

We aim to process the returned items promptly. However, during busy periods, please allow up to 21 days for your refund or replacement to be actioned. You can expect a refund in the same form of payment originally used for purchase.

Please note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing.

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Products we are unable to refund

In the interests of hygiene, the following items are non-returnable unless faulty:

• Underwear/lingerie, and swimwear. Please ensure that such items are tried on over your own underwear. We reserve the right to refuse returns of underwear items where it is apparent that this has not been the case.
• Hats and hair accessories unless unworn and the tags still in place.
• Pierced earrings and pierced body jewellery - we are unable to refund or exchange any pierced jewellery.
• Quilts, duvets, pillows and bedding unless the original packaging remains undamaged and unopened.
• Cosmetics and toiletries and towels, we will accept returns if they are in a saleable condition with unbroken seals and packaging, and only if supported by a valid proof of purchase (your despatch note) for exchange or refund.
• Food and Beverages, unless they are unopened with any seals and shrink-wrap intact.
• CDs and DVDs, unless they are unopened with any seals and shrink-wrap intact.
  

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Need further help?

Please contact the customer service team on 0845 367 7008 or by email at enquiries@frankandfaith.com. Please quote your order number as a reference.

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When do I get my refund once I have returned an item?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.

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What are my rights under the distance selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost.

You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

The Regulations do not apply to flowers and plant gifts, made to order curtains, made to measure shirts or fresh hampers.

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WEEE legislation

Since 1 July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge.

Electrical and Electronic Equipment is one of the fastest growing waste streams in the UK, increasing by at least 5% each year. The public dispose of over 1.2 million tonnes of waste every year in the UK, and landfill sites are now reaching full capacity. Much of this waste can be recycled, and the resources recovered to make new consumer goods. The WEEE regulations aim to reduce the quantity of electrical and electronic items disposed of in this way, and will encourage everyone to play a part in protecting our environment for future generations.

To find your nearest recycling sites for waste electrical and electronic products, contact your local council, or visit www.recycle-more.co.uk and type your postcode into the recycling bank locator.

As retailers of electrical and electronic products, Frank and Faith have chosen to offer a free 'take back' service to our customers.

Customers can dispose of Electricals by sending them to us (i) on a like-for-like basis when they buy a new or equivalent item, or, (ii) for all types of WEEE that have been purchased from us. At Frank and Faith we adopt a reasonable interpretation of equivalence. For example, a customer is allowed to send back an old portable CD player when purchasing a new MP3 player as even though this is not strictly a like for-like replacement, the new product is intended to fulfil the same function.

Customers may wish to return WEEE, on a like-for-like basis, sometime after purchasing the new item e.g. if there is a need to make a change over from old to new equipment, we will accept WEEE for a reasonable period following the sale – i.e. 28 days.

We cannot accept any product including personal data for recycling. You will need to have removed any personal data from your old product prior to us receiving it as once received we will not carry out any data removal.

The products that we currently sell that will be affected are light-bulbs and electrical equipment.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol as shown.

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

 

To return WEEE to us, please also enclose a covering letter with details of your Order Number, Name and Address to:

 

Frank and Faith
Follingsby Avenue
Follingbsy Park
Gateshead
NE10 8HQ