Returns, Exchanges & Refunds
At THE FRENCHIE CO., every product is built with precision, purpose, and high standards. If something is not right, we will review your case with care and clarity.
This policy applies to purchases made directly through our official website or THE FRENCHIE CO. stores. If your product was purchased through a third-party retailer, marketplace, or authorized partner, the request should be handled directly with the original place of purchase.
Some return conditions may vary depending on your location. If your region offers additional customer protections, we will respect them.
1. Quick Summary
Cancellations. You may cancel and receive a full refund at any time before your order enters fulfillment.
Returns. Once you receive your order, you may request a return within 30 days of delivery. The product must be unused, unaltered, and returned with its complete original packaging. Return shipping is the customer's responsibility.
Promotional orders are fully returnable.
Defective, incorrect, or damaged on arrival. Contact us as soon as possible with your order number and photos or videos of the issue.
Refund timing. Once your return is received and approved, refunds are usually processed within 10–14 business days, depending on your payment provider or bank.
2. Before Starting a Request
Contact us at support@thefrenchieco.com with your order number, full name, product name, the reason for the request, and photos or videos if the request involves a defect, damage, or an incorrect item.
Please do not send any product back before contacting us. Items sent without prior approval may be refused or returned to the customer.
Customers must retain the product until the claim has been fully reviewed. Products that are discarded, destroyed, or otherwise unavailable for inspection may not be eligible for a remedy.
3. Cancellations
You may cancel your order and receive a full refund at any time before it enters fulfillment. Once your order has been fulfilled and shipped, it can no longer be cancelled — the 30-day return window applies instead, counted from delivery.
If we are unable to fulfill your order for reasons outside our control, we will cancel it and issue a full refund.
If there is a material change to the expected delivery timeline, we will notify you by email.
4. 30-Day Returns
You may request a return within 30 days of receiving your order, as long as:
- It was purchased directly from our official website or THE FRENCHIE CO. stores.
- It is unused, unworn, unwashed, unaltered, and in perfect resale condition.
- All original tags, accessories, dust bags, manuals, packaging, and protective materials are included.
- Proof of purchase is provided.
- The return is approved by our support team before the product is shipped back.
Products that show signs of use, wear, stains, odors, scratches, damage, alteration, missing parts, or incomplete packaging may not qualify for a full refund.
Return shipping is the customer's responsibility and may vary by location. Original shipping fees, express shipping fees, gift wrapping, and other non-product charges are non-refundable, unless the issue was caused by THE FRENCHIE CO. or a regional exception applies.
5. Orders Bought Under a Promotion
Items purchased under a promotion are fully eligible for return, exchange, and our satisfaction guarantee under this policy.
6. Last Chance Units
Products sold under our LAST CHANCE UNITS program (past-collection pieces, sample and one-of-one items, and units with a disclosed cosmetic or manufacturing condition) are final sale. They are not eligible for return, exchange, or size/color change based on preference.
Each listing discloses the condition it is sold in. That disclosed condition is not covered by any claim — it is the reason the item is offered at its stated price.
If a Last Chance Units item develops a manufacturing defect separate from its disclosed condition, you may request a repair, replacement, or refund within 30 days of delivery.
7. Exchanges
Exchanges are subject to product condition, inventory availability, and case review. The product must be unused, unaltered, and returned in perfect resale condition with all original tags, packaging, accessories, and protective materials.
If the requested exchange item is unavailable, we may offer store credit, a refund, or another available solution.
Discounted apparel is not eligible for size or color exchanges unless clearly stated at the time of purchase or a regional exception applies.
8. Defective, Incorrect, or Damaged on Arrival
If your order arrives with a defect, damage, or an incorrect item, contact us as soon as possible at support@thefrenchieco.com with your order number, a clear description of the issue, and photos or videos showing the product, packaging, shipping label, and the specific issue.
We will review the case and determine the best solution, which may include repair, replacement, store credit, or refund. If the issue is confirmed as a manufacturing defect, incorrect item, or non-conforming product, we will handle the case fairly and in line with the consumer protections that apply to your order, including return shipping costs.
9. Duties and Customs Fees
Import duties are included in the price you see. The price at checkout is the final price: you will not be charged customs fees on delivery. Where local sales tax applies, it is shown at checkout before you pay. This is our permanent policy, not a promotional benefit.
Because those duties and taxes are part of the product price, they are refunded with it: an approved return is refunded at the exact amount you paid for the returned item.
A small number of destinations are not eligible for duty-paid delivery. For those, import duties and taxes are collected by local authorities on arrival and are the customer's responsibility. Your checkout always shows what applies to your address before you pay.
If a customer refuses delivery, provides incorrect shipping information, or fails to collect the package, any return shipping costs, carrier fees, administrative fees, or unrecoverable costs may be deducted from the refund. If the package is abandoned, destroyed, seized, or not returned to THE FRENCHIE CO., we may be unable to issue a refund.
10. Inspection & Refund Timing
Once your return is received, it will be inspected before any refund, exchange, replacement, or store credit is approved. Inspection usually takes 3–5 business days after the item arrives at our facility.
If the product does not meet the conditions of this policy, we may reject the return, offer a partial refund, return the item to the customer, or propose another resolution.
Approved refunds are issued to the original payment method unless another solution is agreed, and are usually processed within 10–14 business days depending on the payment provider, bank, or card issuer.
If your refund has been approved but has not appeared in your account, check your bank account again, contact your card or payment provider, and then contact your bank. If you have completed these steps and still have not received your refund, contact us at support@thefrenchieco.com.
11. EU & UK Customers
If you are a customer in the European Union or the United Kingdom, you may have the right to cancel your online order within 14 days of receiving the goods, without giving a reason. After notifying us, you may have an additional period to return the goods. Returned products must be handled and sent back in the condition standards allowed for this type of return.
Refunds, standard delivery charges, return costs, deductions for use or damage, and timing may vary based on EU or UK customer rules. To request this, contact us at support@thefrenchieco.com before the cancellation period expires.
12. Colombian Customers
For customers in Colombia, the right of withdrawal may apply to online purchases within five business days from delivery, depending on the product and order conditions. For withdrawal requests, the customer must return the product through the same or equivalent shipping method and in the same condition in which it was received. Return transportation costs for withdrawal requests are the customer's responsibility. Warranty rights for defective products remain unaffected.
13. Warranty Issues
If your product develops an issue after normal use and you believe it may be a manufacturing defect, please review our Warranty Policy. Warranty cases are reviewed separately from standard returns and exchanges.
14. Contact Us
To request a return, exchange, refund, or review of an order issue, contact support@thefrenchieco.com. Please include your order number, full name, product name, reason for the request, and supporting evidence when applicable.