RETURNS & EXCHANGES

How do I return an order?

All our products go through strict quality assurance checks but sometimes, things might fall through the cracks. Rest assured, our products are covered with a one-year warranty and faulty or damaged products qualify for our Free Returns Guarantee. 

If you have any issues with our products, just send us an image of the issue at info@franklorde.com and we’ll do our best to help you out quickly.

We will organise a Return Merchandise Authorisation (RMA) number for any return requests. Please note that items shipped without an RMA or your order number may not be accepted.

 
Change your mind?

If you change your mind or would like to exchange your item, you have up to 30 days of the original purchase date to do so. If you made an error with a purchase online, unfortunately we're unable to edit and update an existing order once it's been confirmed (within one hour of order being made). Do contact our friendly support team right away, and we'll help you out the best we can!

Items pre-ordered or back ordered may be returned within 30 days from the date you receive them.

For change-of-mind returns, the customer is responsible for shipping fees for the returned item(s). Refund requests can take up between 10-30 days.

*During this difficult time we understand it may be difficult for you to return your items. So we've temporarily extended our return policy to 60 days*


Returns / Change of mind Conditions

Our Free Returns guarantee is subject to the following conditions:

All products must be returned unused and unopened, packed in original packaging, including any accessories and documentation that shipped with the product. If we find that the product package is opened upon receiving the returned order it is deemed as not resalable and a refund cannot be issued.

For all return requests involving damaged or faulty products we will issue a replacement product immediately or a store credit amounting to the original purchase price. 

Product returns and refund requests purchased through individual retailers are at the discretion of the individual retailer where the product was purchased.