Refund policy

I want to exchange / return my order, what do I do?

We want you to love your Frances & Friends piece, but should you not - we offer returns, exchanges or store credits within 7 days of receiving your order. If you would like to return or exchange your piece/s please email us at hello@francesandfriends.co.za  - tell us your order number, item name and why you'd like to return your order (sizing, fit, colour etc. we'd love your feedback).

Exchanges: we will gladly exchange your order for you, however the return and re-delivery fee will be for the customers account.

Refunds: The store credit or refund will be the amount you paid for the garment/s less the shipping cost if you paid for shipping.

How should I return my order?

We only accept garments for returns that have not been worn, do not show signs or wear and tear with the original labels still attached.

Please email hello@francesandfriends.co.za and we will gladly assist.

The return delivery fee is subject to the customer. If you wish to return/exchange we do not cover returns or re-delivery costs.

Returns Policy

We accept returns with respect to the following conditions:

- The item must have been sold on our online store
- The return or exchange request is made within 7 days of delivery
- The return is made within 10 days of the return or exchange request
- The item should be returned unworn, unwashed, with tags attached & in original condition, suitable for re-sale. We are unable to accept returns of used, laundered or customer damaged goods.
All items will be thoroughly inspected upon receipt & will only be processed if our returns standards are met. In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you.
- It is our customers' responsibility to return the item to us by reliable and recorded delivery. In the case that the return is lost in the post, we cannot process the refund.
- If you have requested any alterations and measurement changes to the items you have ordered, you will not qualify for a return.
- In the unlikely event that the item you receive is defected, we will replace it or refund it at no cost to yourself. To process the return and replacement of a damaged item, please follow the instructions below, but we will arrange to collect from you with our couriers. Once we have inspected the damaged item, we will refund you or arrange a replacement to be sent to you. In the case that we are unable to replace the item because it is out of stock, we will offer you a full refund or store credit, whichever you prefer.
- No refunds or store credit will be given on sale items, however we will allow for exchanges if sizing is the issue, and this will depend on stock availability.