Exchanges and returns
ONLINE EXCHANGES
This option is not available. You must request a return for the item you do not want and make a new purchase for the other item/size.
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 their original brand box and protective bag and must be shipped inside FRANK's protective box.
- When trying on footwear, please be careful not to mark the soles or damage the box.
- If the item has a FRANK security tag or a brand tag, you must leave it in its original place.
- Hosiery, socks, and lingerie must be returned with their hygiene tags intact, in their unopened packaging, and in perfect condition, whenever possible.
- Lingerie and swimwear can only be tried on over your own garments. We will not accept returns of items that have been worn or stained. Due to the nature of this item, we do not accept returns for face masks unless they are damaged or defective upon delivery.
- Face masks must be returned in their original packaging, unused, unopened, and undamaged.
Please be careful when trying on items, as if you wish to return them, they must be in the same condition in which you received them. If the return does not comply with our Policy, it will not be accepted.
3. Once the package has arrived at our warehouse and we verify its correct condition, we will process the refund for the returned items, deducting the collection costs of €4.50, using the same payment method used for the purchase.
Regarding underwear, we do not accept returns or exchanges, so please make sure to choose the correct size.
IMPORTANT: Any shipment not received or rejected* by the recipient incurs return costs and possible charges such as local taxes or customs duties. The customer is responsible for the generated costs and they will be deducted from the amount to be refunded.
*All rejected orders from mainland Spain and the Balearic Islands will incur a fixed cost of €6.50 (VAT included) for the management fees derived from the rejection, which will be deducted from the amount to be refunded.
- RETURNS FROM CANARY ISLANDS €25
3. Once the package has arrived at our warehouse and we verify its correct condition, we will process the refund for the returned items, deducting the collection costs of €25.00, using the same payment method used for the purchase.
Frank Store is not responsible for Customs costs on Returns.
Regarding underwear, we do not accept returns or exchanges, so please make sure to choose the correct size.
IMPORTANT: Any shipment not received or rejected* by the recipient incurs return costs and possible charges such as local taxes or customs duties. The customer is responsible for the generated costs and they will be deducted from the amount to be refunded.
*All rejected orders from the Canary Islands will incur a fixed cost of €17.50 (VAT included) for the management fees derived from the rejection, which will be deducted from the amount to be refunded.
- ONLINE RETURNS AT PHYSICAL STORE
You can make a return at our physical store by providing your order number and the reason for the return.
The refund will be processed using the same payment method as the original purchase. We will send you an email with the refund confirmation, and the balance will appear in your account within 3 to 7 business days, depending on the payment platform used.
You can visit us at our stores; we will be happy to assist you.
Regarding underwear, we do not accept returns or exchanges, so please make sure to choose the correct size.