If you’re looking to return your order for whatever reason, we're here to help! You can return your product for store credit, or a refund to the original payment method.
Please note the following exceptions to our return and exchange policy:
- Items must be returned within 30 days of original shipment date for refund or 45 days for store credit.
- Returned items must have no visible signs of wear or use.
- Returned items must have tags still on and be returned in original packaging.
- All accessories and jewelry are final sale and cannot be returned or exchanged.
- Discounted items are final sale and cannot be returned or exchanged.
- FREE returns - US CUSTOMERS ONLY.
- We do not accept exchanges at this time.
To initiate a return, please complete the following steps:
Use the order look up below to request a free return label. Please allow at least 24 hours for your label to be emailed.
- Login to our online return portal using your email address and order number.
- Choose the products you wish to return from your order.
- Print your prepaid shipping label that you will receive by email.
- Send all items back to us using the label provided.
- Attach prepaid return label onto your package making sure to remove or obscure any previous labels.
- Drop of your package at any USPS office.
Customers who wish to use their own shipping method for returns are welcome to do so but cannot be reimbursed for shipping fees.
Frankie Phoenix is not responsible for lost, stolen, or damaged returns during transit.
Frankie Phoenix reserves the right to deny a return if items are returned used, soiled, worn or damaged in any way or have any form of excessive hair, perfumes or scents on the fabric. Any items returned without a tag or signs of wear will not be shipped back.
Once return package has been received, please allow 5-7 business days for processing from date of delivery. If approved, then your refund or store credit will be applied. Refunds will be credited back to original payment method. Refunds to debit/credit cards may take additional days to process depending on your financial institution. Store credit returns will be emailed a unique code for future use. You will receive an email notifying you of your refund once completed. If you checked out with Afterpay or Sezzle, they will email you all refund details and adjust your account accordingly.