Refund policy
THIS IS A RATHER DRY LEGAL REQUIREMENT PAGE. FOR CLEARER INFO, PLEASE CLICK HERE!
We’ll always be fair to you and apply common sense. We just ask that you’re fair to us in return.
It’s also worth noting that we’re not like other clothing companies. We deliberately don't make enough stock to meet demand, so there is a good chance there won’t be stock left. We’ll always try our best.
If you have any questions please contact us on hello@frahmjacket.com or grab us on live chat.
REFUNDS & EXCHANGES
- If you don’t like your jacket, as long as it meets the criteria below, we’ll refund you once we’ve received it back.
- If 90 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Gift cards or vouchers are exempt from being returned.
- You can request a refund or an exchange at any point before the jacket arrives.
Once your return is received and inspected, we will send you an email to notify you. We will also notify you if we've approved or rejected your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Do please contact us at hello@frahmjacket.com with any concerns.
HOW TO RETURN OR EXCHANGE AN ITEM
- Head on over to our ONLINE RETURNS PORTAL
- Enter your order number and postcode/zip code to enter the portal. You can find your order number on your order and shipping confirmation emails (e.g. FJ12345), and you should use your postcode/zip code as per your original order.
- For each product you want to return, select either 'exchange' or 'refund'.
- For an exchange you'll need to provide a return reason and select the new size or colour you'd like.
- If you’d like to swap for a different garment, select to shop with your returns balance.
- For a refund you'll just be asked for your return reason.
- If you're returning items in more than one box, select the items that will fit in one box first, complete the steps below, then start the process again for the items in the second box.
- Once you've done this for all items you want to return, click continue.
- Click continue to generate your label.
- Print off your postage label and whack it on the front of the box.
- If you are unable to print your own label, please follow the instructions to book a home collection via Royal Mail (for UK orders).
- Pack up any items you are returning safely & securely, then drop off at your chosen carrier, or wait for a home collection.
- Please get proof of postage, and keep hold of this until you hear from us - this will help to avoid any ambiguity in case of loss or delay.
- Sit tight, and wait to hear from us - for international returns, we aim to process these within 10 working days from delivery to our warehouse.
Please note:
- If you choose your own carrier for international returns, please note that we will not be able to track the package and cannot be held responsible for the safety of the package during transport. You can use our free returns label through the portal.
- Keep hold of your postal receipt until you hear from us, this is your proof of postage and will help to avoid any ambiguity in case of loss or delay.
- If you need your exchange in a hurry, we suggest you place a new order online and send back the original order for a refund.
- All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued instead.
- Refunds can only be issued to the payment method used to make the original purchase or to a FRAHM gift card.
SHIPPING COSTS
We offer free global express shipping on all our items.
All returns are free of charge.
REPAIRS & ALTERATIONS
We will only replace items if they are defective or damaged and it’s our fault.
To return a jacket for repairs or alterations, please email us first at hello@frahmjacket.com.
