What is your return policy?
You have 14 days after the delivery of your order to return merchandise. We don't do refunds, but we will issue a store credit that never expires.
Please note, all sale items are final sale and are not eligible to be returned.
Do you issue refunds?
We only offer store credit sent in the form of a gift card code to the email you provided at the checkout. This gift card will never expire.
How do I return an order?
You need to ship your order back to us with USPS or Canada Post. Please do not ship with FedEx or UPS, as they charge import/brokerage fees when shipping to us in Canada. Mark the contents as "return" and mark the value as under $50 (this will ensure that there are no complications with the delivery). Please include a note inside the package with your order number on it. Your order number can be found in your confirmation email.
8475 Ontario St.
Shipping is not covered by Frankie Collective. Original shipping charges are non-refundable.
If brokerage or duty fees are charged due to a mislabeled return it will be deducted from your refund/store credit.
Once we have received your package, your Frankie account will be credited.
Can I exchange an item?
We don't offer direct exchanges on merchandise, but we can offer you store credit so that you can choose something else from our site.
There is something missing/ defective /not what I ordered. What do I do?
Please contact us immediately via phone call (604 568 6410) or by email (email@example.com). Have your order number on hand. Your order number can be found in your confirmation email.
I have shipped my package and it is being returned to Frankie Collective right now. What do I do?
Keep an eye on the tracking information and email us at firstname.lastname@example.org to let us know the order is being returned.
I received a damaged item, what do I do?
Please take a photo of the item and email it to our Customer Care team with a description of the damage. Upon inspection of the photo you will be advised to return the damaged item, and we will then issue you store credit via E-Gift Card. We will reimburse your shipping costs up to a maximum of $15.
Please keep in mind: even great quality vintage pieces like the ones we stock usually have minor imperfections. We try to list these imperfections in each product description, but sometimes we miss them. If the damage in question was listed in the product description, then we are unable to accept returns.
Helpful hint: we strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit.