Returns and Exchanges
ONLINE CHANGES
For all orders placed on or after 10/13/2023:
This option does not exist. You must request a return of the item you do not want and make a new purchase of the other item/size.
RETURN POLICY
Items for return must meet our Return policy:
-
Items must be returned unworn, unwashed, undamaged and with their original tags and packaging.
-
Footwear and accessories must be returned in the original branded box and protective bag and must be shipped inside the FRANK protective box.
-
When trying on shoes, please be careful not to mark the soles or damage the shoe box.
-
If the item has a FRANK security tag or brand label, you must leave it in its original place.
-
Stockings, socks and lingerie must be returned with their hygiene labels intact, in their unopened packaging and in perfect condition, whenever possible.
-
Lingerie and swimwear can only be tried on over your clothes. We will not accept returns on items that have been worn or stained. Due to the nature of this item, we do not accept returns on masks unless they are damaged or faulty upon delivery.
-
Masks must be returned in their original packaging, unused, unopened and undamaged.
Please be careful when trying on items, as if you wish to return them, they must be in the same condition as when you received them. If the return does not comply with our Policy, it will not be accepted.
- RETURNS WITH HOME COLLECTION €4.95 National and Portugal Peninsula Peninsula of Spain and Portugal and the Balearic Islands
For all orders placed from 10/13/2023
You have 14 days from receipt of your purchase to make a return. Just follow these simple steps:
1. Contact us using any of these methods and let us know your order number and the items you wish to return:
Telephone: 988 391 192 (Mon to Sat from 10:00 to 13:30 and from 17:00 to 20:30)
Whatsapp: 680 195 604
Email: pedidos@frankstore.es
2. Prepare the package: keep the items to be returned in their original packaging and close the package.
3. We will send a courier to pick up the order.
4. Once the package has arrived at our warehouse and we have verified that it is in good condition, we will refund * the returned items minus the collection costs of €4.95 using the same payment method used for the purchase.
We will send you an email informing you that we have processed the refund.
*The cost of the return shipping costs is €4.95 and will be deducted when the order is refunded.
As for underwear, we do not accept returns or exchanges, so make sure you choose the correct size.
IMPORTANT: Any shipment not received or rejected* by the recipient involves return costs and possible procedures such as local taxes or customs costs. The customer is responsible for any expenses incurred and they will be deducted from the amount to be refunded.
*All rejected orders from mainland Spain and the Balearic Islands will have a fixed cost of €6.50 (VAT included) for the procedures arising from the rejection, which will be deducted from the amount to be refunded.
- RETURNS WITH HOME COLLECTION 25,00€ Canary Islands and Portugal Islands
You have 14 days from receipt of your purchase to make a return. Just follow these simple steps:
1. Contact us using any of these methods and let us know your order number and the items you wish to return:
Telephone: 988 391 192 (Mon to Sat from 10:00 to 13:30 and from 17:00 to 20:30)
Whatsapp: 680 195 604
Email: pedidos@frankstore.es
2. We will send you a document called "DECLARATION OF VALUE" which you must print and present when collecting the package.
3. Prepare the package: keep the items to be returned in their original packaging and close the package. Please make sure to include the "DECLARATION OF VALUE" - Failure to complete this form may result in the return not being processed.
4. We will send a courier to pick up the order.
5. Once the package has arrived at our warehouse and we have verified that it is in good condition, we will refund * the returned items minus the collection costs for the amount of €25.00 using the same payment method used for the purchase.
We will send you an email informing you that we have processed the refund.
*The cost of the return shipping costs is €25.00 and will be deducted when the order is refunded.
Frank Store is not responsible for customs charges on returns.
As for underwear, we do not accept returns or exchanges, so make sure you choose the correct size.
IMPORTANT: Any shipment not received or rejected* by the recipient involves return costs and possible procedures such as local taxes or customs costs. The customer is responsible for any expenses incurred and they will be deducted from the amount to be refunded.
*All rejected orders from the Canary Islands, Madeira and the Azores will have a fixed cost of €25.00 (VAT included) for the procedures arising from the rejection, which will be deducted from the amount to be refunded.
- CUSTOMER-MANAGED RETURNS National and International
You have 14 days from receipt of your purchase to make a return. Just follow these simple steps:
1. Contact us using any of these methods and let us know your order number and the items you wish to return:
Telephone: 988 391 192 (Mon to Sat from 10:00 to 13:30 and from 17:00 to 20:30)
Whatsapp: 680 195 604
Email: pedidos@frankstore.es
2. Once you have contacted us, we will provide you with the address to send the package. Please remember that Returning items is the customer's responsibility. We are not responsible for products that are damaged or lost in transit, so we recommend using a courier service with tracking.
3. Prepare the package: keep the items to be returned in their original packaging and close the package.
Once the package has arrived at our warehouse and we have verified that it is in good condition, we will refund the returned items using the same payment method used for the purchase. We will send you an email informing you that we have made the refund.
As for underwear, we do not accept returns or exchanges, so make sure you choose the correct size.
- RETURNS IN PHYSICAL STORE
You can make the return in our physical store by providing us with the order number and the reason for the return.
The refund will be made using the same payment method used to make the purchase. We will send you an email confirming the refund and the balance will appear in your account within 3 to 7 business days depending on the payment platform used.
You can visit us in our stores, we will be happy to assist you.
As for underwear, we do not accept returns or exchanges, so make sure you choose the correct size.