Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.  If you choose to return due to change of mind, shipping costs are the responsibility of the customer.  Please ensure you package products appropriately, as we cannot take responsibility for items lost or damaged.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Please include your order confirmation number.

To start a return, you can contact us at jax@faithfulfrank.com.

NB: Due to hygiene reasons Faithful Frank products are not encouraged to be returned but we are open to each individual case, and we can come to an arrangement that will suit both parties.

If your return is accepted we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jax@faithfulfrank.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item discrepancy or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returns

If more than 15 business days have passed since we’ve approved your return, please contact us at jax@faithfulfrank.com.