Returns Policy

RETURN & EXCHANGE POLICY

• Full priced items (other than earrings & monogrammed jewellery) can be exchanged for a store credit within 7 days of receiving your purchase under our change of mind policy. Shipping charges will not be included in the credit. 
• Change of Mind items are sent back to us at your cost. 
• Incorrect colour purchases are considered change of mind and you will receive a credit to repurchase the correct colour. Please choose carefully. 
• The item must not have been worn and come back to us in its original packaging. If we feel the item has been worn we will not issue a store credit. 

Not Covered Under Returns & Exchanges

• No returns on earrings for hygienic reasons unless faulty
• No returns on monogrammed pieces unless faulty
• Items purchased on sale are not included in the change of mind policy
• Delayed shipping is out of our control therefore if items do not arrive within your expected time frame we reserve the right to resend the item if declared lost. 
• Items purchased from stockists, please contact them directly.

Returns Procedure

• Request an exchange via email within 7 days of receiving your item
• Provide proof of purchase with an invoice number or invoice name
• Return postage is at customers expense unless faulty (see below) 
• We reserve the right to inspect the product on return, if we feel the item has been worn a credit note will not be granted
• It is the customers responsibility to return the item safely to us and we suggest getting tracking details as we will not be responsible for lost items. 

Faulty Items Policy

We do endeavour to always supply the highest quality product but as we are majority handmade there can sometimes be faults. We will happily provide refunds/exchanges for any faults that were out of your control. All of our jewellery has a 1 month warranty period. 

Please note that outside of these periods we do not accept returns for natural oxidisation of metals. Please understand that all metals will naturally start to oxidise over a period of time and this is out of our control, this time period will be sped up if jewellery is not cared for or comes in contact with chemicals such as perfumes, moisturisers etc. 

Faulty Returns Procedure

Please email hello@franklymydearstore.com including the following information to organise returning faulty items:

• Order Number or Order Name proving when the item was purchased
• A clear photograph of the fault
• Written description of the fault

Once we receive this information we will either send you a return label or will provide you with a replacement. 

Refunds can only be issued via the original payment method such as credit card, afterpay or paypal. 

Order Cancellation

We can not cancel orders after they have started production. If we haven’t started production there is a 10% cancellation/restock fee. 

PACIFIC FAIR PURCHASES

If you have a faulty item as described above please go into our Pacific Fair store with your receipt, if you are not local please email hello@franklymydearstore.com with your receipt and a photo of the fault. Please note refunds can only be processed to the same card that was used to purchase the item. Proof of purchase such as a bank statement can be used but you must provide the correct credit/debit card final four digits to match with our system. Cash refunds can only be processed with proof of payment (Receipt). 

Custom orders ordered or created in store can not be exchanged.