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Return/Refund Policy

Returns and Exchanges

We accept returns for refund or exchange up to 30 calendar days from the date of delivery for the original order. At our sole discretion after 30 calendar days, we will offer an exchange or store credit only.

To be eligible for a return, your item must be in new, unaltered, and unused condition just as you received it. It must also be in the original packaging and include all original attachments and accessories. We understand that you will take it out to try on, but should not be taken outside where it can get dirty if you plan to return it. 

Bags that have clearly been used are not eligible for refund or exchange and will be returned to you

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable):

-Any item not in its original condition, is damaged or missing parts for reasons not due to our error

-Any item that is returned more than 30 days after delivery

To start a return please email us at info@frankie-lou.com. Include in your email

  • Name, address, email used for order
  • order number
  • why you are returning product 

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at info@frankie-lou.com.

    Outlet items (if applicable)

    Outlet items will be "sold as is" and cannot be returned or exchanged. They will  be covered under our warranty for manufacturing defects that may occur. 

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping

    To return your product, you should mail your product to:

    Frankie Lou, LLC

    P.O Box 1733

    Fuquay Varina, NC 27526

    United States

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless returned for warranty issues. 

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.