Exchanges and returns

ONLINE CHANGES

This option is not available. You'll need to request a return for the item you don't want and purchase the other item/size again.


RETURN POLICY

Items for return must comply with our Return Policy:

• Items must be returned unused, unwashed, undamaged, and with their original tags and packaging.
• Footwear and accessories must be returned in the original branded box and protective bag and must be shipped inside the FRANK protective box.
• When trying on shoes, please be careful not to mark the soles or damage the box.
• If the item has a FRANK security tag or brand label, you must leave it in its original location.
• Hosiery, socks, and lingerie should be returned with their hygiene labels intact, in their unopened packaging, and in perfect condition, whenever possible.
• Lingerie and swimwear can only be tried on over your garments. We will not accept returns on items that have been worn or stained. Due to the nature of this item, we do not accept returns on masks unless they are damaged or defective upon delivery.
• Masks must be returned in their original packaging, unused, unopened, and undamaged.

Please be careful when trying on your items. If you wish to return them, they must be in the same condition as when you received them. If the return does not comply with our Policy, it will not be accepted.

As for underwear, we do not accept returns or exchanges, so please make sure you choose the correct size.

IMPORTANT : Any shipment not received or rejected* by the recipient will incur return shipping costs and possible local taxes and customs fees. The customer is responsible for these costs, and they will be deducted from the refund amount.

*All rejected orders from mainland Spain and the Balearic Islands will incur a fixed fee of €6.50 (VAT included) for the processing of the rejection, which will be deducted from the refund amount.


- RETURNS WITH HOME PICKUP €25 Canary Islands

You have 14 days from receipt of your purchase to return your item. Just follow these simple steps:

1. Contact us using any of the following methods and provide your order number and the items you wish to return:

Telephone: 988 391 192 (Mon to Sat from 10:00 to 13:30 and from 17:00 to 20:30)
Whatsapp: 680 195 604
Email: pedidos@frankstore.es

2. We will send you a document called "DECLARATION OF VALUE" that you must print and present when picking up the package.

3. Prepare the package: Store the items you want to return in their original packaging and seal the package. Please be sure to include the "DECLARATION OF VALUE." Failure to do so may result in your return not being processed.

4. We will send a courier to collect the order.

5. Once the package has arrived at our warehouse and we verify its correct condition, we will refund* the returned items, deducting the collection fee of €25, using the same payment method used for the purchase.
We'll send you an email informing you that we've issued the refund.
*The return shipping cost is €25 and will be deducted when the order is refunded.
Frank Store is not responsible for customs fees on returns.

As for underwear, we do not accept returns or exchanges, so please make sure you choose the correct size.

IMPORTANT: Any shipment not received or rejected* by the recipient will incur return shipping costs and possible local taxes and customs fees. The customer is responsible for these costs, and they will be deducted from the refund amount.

*All rejected orders from the Canary Islands will incur a fixed fee of €17.50 (VAT included) for the processing of the rejection, which will be deducted from the refund amount.


- ONLINE RETURNS IN PHYSICAL STORE

You can return your item to our physical store by providing us with the order number and the reason for the return.

The refund will be issued using the same payment method used to make the purchase. We will send you an email confirming the refund, and the balance will appear in your account within 3 to 7 business days, depending on the payment platform used.

You can visit us in our stores; we'll be happy to assist you.

As for underwear, we do not accept returns or exchanges, so please make sure you choose the correct size.