Refund policy
At Frankie Willow, we want you to love your purchase. If something isn't quite right, we're happy to accept eligible returns or exchanges within 30 days of delivery.
Returns
Items may be returned within 30 days of delivery as long as they are:
- Unworn and unused
- Unwashed
- In their original condition
- Free from stains, odors, damage, or excessive wear
- Returned with any original packaging or tags, when applicable
Items that do not meet these requirements may not be eligible for a refund or exchange.
Exchanges
Need a different size? We're happy to help! Exchanges may be requested within 30 days of delivery and are subject to availability.
Customers are responsible for the cost of shipping the original item back to Frankie Willow. Once we receive and approve the returned item, Frankie Willow will cover the cost of shipping the replacement item back to you.
Because quantities may be limited, we cannot guarantee that your requested size or item will still be available when your return is received. If the requested item is unavailable, you may choose to return the item for a refund instead.
Non-Returnable Items
Certain items may be designated as final sale and will not be eligible for return or exchange. Any product that is final sale will be clearly identified at the time of purchase.
How to Start a Return or Exchange
To request a return or exchange, please contact us at support@frankiewillow.com with your order number and the item(s) you would like to return or exchange. For exchanges, please also include the size you would like instead.
We will provide instructions for returning your item.
Return & Exchange Shipping
Customers are responsible for the cost of shipping items back to Frankie Willow unless the item received was defective, damaged, or incorrect.
For exchanges, once the returned item has been received and approved, Frankie Willow will cover the shipping cost to send the replacement item to you.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method. Please allow additional time for your bank or credit card provider to process the refund.
Original shipping charges are non-refundable.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at support@frankiewillow.com with your order number and photos of the item. We will work with you to make it right.