Returns/Exchanges & Shipping/Delivery


Refund policy ?
We regret No Refunds

Exchange ?
• You may exchange full price merchandise for ‘change of mind reasons’ within five (5) days of receiving your order.

Please keep in mind that FRNĆH cannot accept the returned product(s) and cannot exchange the item/s if:

  • the return fails outside of the stated five (5) day period
  • the product(s) is worn, damaged or not in its original packaging;
  • (R50 packaging fine for packaging that is damaged on return)
  • the product has been purchased at a reduced SALE price
  • orders with promo codes used to discount the item fall under sale orders / orders using influencer discount codes / BUY X GET Y FREE promo codes forfeit the right to be returned/exchanged
  • product falls under Atelier / Sample or is custom made on order for the client 

To return a product for exchange, please follow the instructions below: 
• Drop us an email via
• In your email, please include your reason for exchange and attach a copy of the payment confirmation you received when placing the order

You will receive a response email :
• confirming/declining the exchange
• the availability of the items the customer would like to exchange to
• a return address
• You will be responsible for paying for your own shipping costs for returning your item. You will need to pay an additional shipping cost (R100) to dispatch your new item. Shipping costs are non-refundable.

Pack the product(s) into their original packaging including the original and attached labels
• Address the package to FRNĆH
• As FRNĆH in not liable for the loss of any product being returned we highly recommend that you return it using registered mail.

If the exchange item is sold out online or with our supplier / or it cannot be supplied for any reason we unfortunately cannot process a refund on an exchange order & must please request the client to select an alternate item to process their exchange. 

If a client fails to select an exchange item within 24 hours of their exchange being received that has passed inspection , a credit note will be registered & supplied to the client to use within 3 months. 

How can I cancel my order ?

We regret once an order is placed it cannot be cancelled . All orders have a processing time of 7-21 working days if the item is not on hand . In the event that 21 working days have lapsed and your order has not yet been dispatched, you are entitled to a full refund (provided your order is not in transit via the courier company )

Important: Due to Covid , Wars & National disasters - and it’s impending repercussions if any delay is affiliated to these causes (lock downs , transit delays etc ). Please note you will be notified of the delay via email and unfortunately we will not be able to cancel your order as the delay is out of our control.

Damaged or Defective product ?
For FRNĆH, we pride ourselves on quality. We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
We will refund/replace the product if the damage is the result of a manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear.

 If the problem was caused by reasons other than material quality or assembly process, the original product will be returned to you.

Please note the following are not acceptable as defective/damaged goods:

  • item does not match the image online - we make sure to use images identical to the product online , we refrain from using client images online due to editing & adjustments done to images by clients when posting on instagram. The image online is the most accurate and identical to the product purchased and in no way or form differ from the item received. Please use the online image as the correct source of the item you are purchasing and will receive.
  • color of  product/photographs differently under different lighting therefore we cannot return/refund & item based on a shade dispute 
  • Loose threads & a minor scuff mark

Email us via if you have received a damaged/ defective item. Please provide a description of the defected item and images.

  • please note you will have to ship the defective product back to our warehouse for our team to investigate the defective/damaged product.
  • a refund/replacement will only commence once the returned item is declared damaged/defective.

*If you receive a refund due to defects, the cost of return shipping will be deducted from your refund.



• FRNĆH is an online retailer and does not have a physical retail store. Deliveries are door to door i.e. to the address supplied by the User. If the User is not available at the time of delivery, the parcel will be left with someone at the property who will be required to sign receipt e.g. staff.
• FRNĆH cannot deliver to P.O. Boxes

  • The client receives a shipping confirmation email on dispatch of their purchase including all necessary tracking information. It is the clients duty to track their parcel to ensure the whereabouts and that they are present to receive the package on the delivery date.
  • If the courier service after multiple attempts of trying to deliver the package at the given address is unsuccessful or fails after several attempts to contact the client via the given contact details nor receives a response to their messages/calls and the package is returned to FRNCH , the client forfeits delivery and is accountable to arrange/pay for RE DELIVERY.

How much does shipping cost ?
We courier nationwide at R100

All South African orders are shipped
• via Fastway (local)
• via Aramex (outlying/grey areas)
You will be required to sign for delivery, we therefore recommend that you provide a daytime address where someone will be able to sign between 9am and 5pm.

Where can I find delivery details ?
Once you have added your product items to the cart, the next step is to checkout. On this check out page, we request billing and delivery details, where you would need to complete the corresponding forms, with the correct shipping address.

How do I change my shipping address once my order is placed ?
We can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address.

When will my order be dispatched ?
• Orders will be shipped within 24-48 hours ( During sale season/pop up events hosted by FRNCH we may experience a delay in shipping. You will be notified via social media/email if there is a delay in dispatching your order.)
• Please take note that all products purchased over the weekend and on public holidays, will only depart the following working day

Can I track my order ?
You are able to track the status of your order using the tracking code attached to your order. If you have any concerns, please do not hesitate to contact us
• email

How long does delivery take ?
South Africa (generally 2-6 working days)
• Durban (1-2 working days)
• JHB (2-4 working days)
• CPT (3-5 working days)
• Outlying areas (6 working days)

What should I do if my order hasn’t been delivered yet ?
If your order has not arrived after 6 working days please send us a message including your order number via email and a FRNĆH representative will get in contact with you as soon as possible to ensure your order arrives safely.

International purchases & shipping ?


International orders may take up to 14 working days to be delivered. Courier services vary from country to country. You will be updated with the relevant tracking info via email.


Customs & Import Taxes

Parcels delivered within South Africa are not applicable as we are based in South Africa. Customs & import taxes are applicable for all international orders outside of South Africa.

Depending on the value of your order, & the laws within your country with regard to import duties, you may be charged customs taxes.

The fee payable is at your cost, not FRNĆH PTY LTD.

Returns on International Orders

Kindly note we will allow a 14 day period for the item to be shipped back to us in South Africa should you require an exchange . All standard FRNĆH returns policies apply to both domestic & international shipping.


Disclaimer on Atelier : FRNĆH Atelier is a defining new wave of modern and sustainable fashion reaching a couture-like level at an affordable price. We are sourcing international haute couture trends at a fraction of the price without compromising quality & craftsmanship. Kindly note all actual designs of the dresses are represented on a mannequin which are the real images of the garment.

Please refer the mannequin images for the most correct representation of the Atelier outfit . Please do not use the INSPO / trending images posted but rather the mannequin image for best representation . The INSPO images are solely for the purpose of how the outfit can be styled , worn or sent to us so we may commission the clients request . 


DISCLAIMER on delicate items: Kindly note this items that are delicate - The garment is inspected thoroughly before being sent out to make sure it is in perfect condition. From time to time pearls, beads, sequins and other similar items may get displaced. Please note that this is not regarded as a fault but is due to the nature of the delicate work on the garment. These garments should be worn / handled with care. Unfortunately we will not be able refund , replace or exchange the item if it is damaged from wear & tear.


No Guarantee for Beads/ Sequences Work/ Embroidery/ Feathers – Hand Work and Stitching

We believe that customers who are ordering items with stones and other beaded embroidery are aware of the fact that these shiny embellishments have a tendency to come off. Beads/ Sequence Work or any type of embroidery have a tendency of coming off while handling the product, wearing the product or while using it. We check the product thoroughly before shipping, but there are chances that some embroidery may come off during shipping & transit. It also happens that when you open your parcel once received and find some embroidery pieces falling down on the floor, or when you wear the dress and, in few hours, you might lose some of them. This is normal with these kinds of products and hence they cannot be replaced and will carry no Guarantee on them.


DISCLAIMER on feathers

Prior to wearing:
We will always attempt to reduce and minimize the amount of feather “shedding” you experience, however, it’s always good practice to take the item outside and firmly but gently shake it out to remove loose feathers prior to wearing.

Kindly note as feathers are fragile & will incur light shedding in transit + wear & tear due to its nature , we unfortunately cannot except returns/refunds based on this.



All sales are final strictly no refunds !


2024 sale : (Loading)

    1. WhatsApp group sale (individual items are discounted - shop our sale catalogue) . Starts Nov / Ends Nov.
    2. Online cyber sale (BUY 2 GET 1 FREE SITE-WIDE) Starts Nov/ Ends Nov.


Strictly no refunds/exchanges/returns on :

  • Clearance stock