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.

How to return an item to us

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).  Package your goods securely and post them to:

Frank & Faith Returns

FREEPOST: RTCB-BCZH-BHSC

GATESHEAD

NE10 8HQ

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.

We are able to arrange collection of items at a charge of £5.00. 

Please note that refunds for items bought as gifts can only be given to the original purchaser, and if you decide to swap an item we can't stop the purchaser 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 unless the item is clearly unopened.
  • 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.

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Need further help?

Please contact the customer service team on 0333 400 0462 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 Consumer Contracts Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 14 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 Consumer Contracts Regulations. Full details of your rights under The Consumer Contracts 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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