Return Policy
We want you to be completely happy with your purchase. If you're not, we make returns simple.
Return Highlights
30-Day Returns — Return within 30 days of delivery.
Full Refund — Original payment method refunded.
Easy Exchanges — Swap for a different size or style.
Dedicated Support — Our team guides you through every step.
How Returns Work
Step 1: Contact Us
Contact info@frankandlabel.com to initiate a return within 3 days of signing off receipt of delivery.
Step 2: Ship It Back
Use your shipper to send back the items with insurance in its original packaging. We will take care of the repairs upon receiving your package.
Step 3: We Will Fix It
We will evaluate the problem areas and make the necessary repairs or exchange at our discretion.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The return is initiated within 3 days of the delivery date.
- The item is in its original, unworn condition with no signs of wear or damage.
- All tags and labels are intact and attached.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalised pieces.
- Engraved jewellery.
- Earrings (for hygiene reasons).
- Items damaged due to misuse or normal wear.
- Items that have been resized, altered, or repaired after delivery.
Exchanges
We are happy to exchange your purchase for a different size or style, subject to availability. To request an exchange, contact us at info@frankandlabel.com within 30 days of delivery.
If the exchange item is a different price, we will charge or refund the difference accordingly. Exchange shipping is complimentary for your first exchange per order.
Refund Process
Once we receive your returned item, our quality team will inspect it within 2-3 business days. You will receive an email notification confirming whether your return has been approved.
Approved refunds are processed to your original payment method:
- Credit/Debit Card: 5-7 business days for the refund to appear on your statement.
- Bank Transfer: 7-10 business days depending on your bank.
Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product, etc.).
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery with photos of the damage. We will arrange a free return pickup and provide a full refund or replacement at no additional cost.
All Frank & Label jewellery is covered by a 1-year warranty against manufacturing defects. If your piece develops a fault within the warranty period under normal use, we will repair or replace it free of charge.
Need Help with a Return?
Our team is ready to assist you with returns, exchanges, or any questions.