Refund policy

If you are not happy with your purchase we will exchange or refund your purchase if it is returned to us unworn with tags within 14 days of receipt.

All items will be inspected on return and if they are not in a re-saleable condition or returned outside the 14 day return period they will not be accepted and will be returned to the customer at the customer’s expense.

Please complete the Return Form and return it with the item(s).  Please ensure you include the order number and whether you require a refund or exchange.

To start a return please contact us at lou@frankieandolive.co.uk prior to returning an item.  You will be responsible for the cost of returning the goods to us, and will remain responsible for all returned goods until they reach us.  We strongly advise you to send goods signed for and a proof of postage certificate is obtained.  

When processing a refund for returned goods, we will refund by the original method of payment and you will receive an email confirming the sum refunded.

Please be aware that the value of the refund will exclude shipping costs and that exchanges are subject to availability.  Replacements will be sent out at no extra charge.

Our returns address is Frankie and Olive, 19 Old Cross, Hertford, Herts SG14

If you have any queries please don’t hesitate to contact us at lou@frankieandolive.co.uk 

Damages and issues 

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

Exchanges
The fastest way to ensure you get a replacement is to notify us of the required item and return your order as soon as possible.  Once the return is accepted you can make a separate purchase for the new item.