Returns/Exchanges & Shipping/Delivery
RETURNS & EXCHANGES
Refund policy ?
We regret No Refunds
• 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
To return a product for exchange, please follow the instructions below:
• Drop us an email via firstname.lastname@example.org
• 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.
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.
- Loose threads
Email us via email@example.com 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 firstname.lastname@example.org
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 email@example.com, and a FRNĆH representative will get in contact with you as soon as possible to ensure your order arrives safely.
International purchases & shipping ?
We regret, we currently do not offer this.
BLACK FRIDAY SALE TERMS & CONDITIONS
All sales are final strictly no refunds !
There are 2 segments to the BLACK FRIDAY
2021 sale :
- WhatsApp group sale (individual items are discounted - shop our sale catalogue) . Starts Monday 22 Nov / Ends Tuesday 30th Nov.
- Online cyber sale (BUY 2 GET 1 FREE SITE-WIDE) Starts Wednesday 24 Nov/ Ends Tuesday 30th Nov.
Strictly no refunds/exchanges/returns on :
- Clearance stock (FRNĆH AW21 clearance/ FRNĆH SS21 clearance / FRNĆH x THANEENAH clearance )
- Luciole items (items are manufactured locally per order)
- ITRAIN/SAMPLE ITEMS
Sale items that can be exchanged:
- FRNĆH x RIZ DHODA (items can be exchanged to a different size /style within this collection)
- FRNĆH x NABEELAH KARA (items can be exchanged to a different size /style within this collection)
- FRNĆH AW21 (items NIKKI, NOELLE, DELPHINE, VALERIE, ASPEN & LÈNA)
- FRNĆH SS21 (items LILY ROSE, LA PERLA PANTS, INES, JOLIE, LEILANI, JAMINE, POPPY & SOPHIE)
- FRNĆH x THAMEENAH (items PARIS, MILAN, MALDIVES & DIANA)
ONLINE CYBER SALE / BUY 2 GET 1 FREE
- FREE item cannot be exchanged/returned
- Item/s purchased at full price can be exchanged provided they are listed in the exchange list above .
- WhatsApp sale & Online cyber sale cannot be combined (BUY 2 GET 1 FREE SALE isn’t applicable to the WhatsApp sale catalog pricing / only online prices)
- Unfortunately credit notes cannot be registered on sale purchases / items exchanged have to exchanged for goods as credit notes aren’t applicable to Black Friday sale purchases