Refund policy
Returns & Refund Policy
Last updated: 11-May-2026
We want you to be happy with your order from Franklin & Stitch. If you are not completely satisfied, you may request a return in accordance with the policy below.
RETURNS
We offer a 30-day return period from the date your order is delivered.
To be eligible for a return, items must be:
- Unworn and unused
- In their original condition and packaging
- Free from marks, odours, pet hair, or damage
- Returned with any original tags attached
- Accompanied by proof of purchase
To request a return, please contact us at hello@franklinandstitch.com with your order number and reason for return.
Returns sent without prior approval may not be accepted.
Return Address
[INSERT RETURN ADDRESS]
PERSONALISED OR CUSTOM-MADE ITEMS
Personalised or custom-made items cannot usually be returned or refunded unless they arrive faulty, damaged, or not as described.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order upon delivery and contact us as soon as possible if your item arrives damaged, faulty, or incorrect.
To help us resolve the issue quickly, please include your order number and photographs of the issue when contacting us.
Where appropriate, we will arrange a replacement, exchange, or refund.
SALE ITEMS
Sale items may be returned in accordance with your statutory rights. Unless faulty, sale items must be returned in their original condition within the applicable return period.
EXCHANGES
If you would like to exchange an item, we recommend returning the original item first. Once your return has been approved, you can place a new order for the replacement item.
CONSUMER CANCELLATION RIGHTS
If you are purchasing as a consumer, you may have a legal right to cancel your order within 14 days of receiving your goods under applicable consumer protection laws.
This right does not apply to personalised or custom-made products unless they are faulty or not as described.
RETURN SHIPPING
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked delivery service when returning items, as we cannot be responsible for returns lost in transit.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed to the original payment method within 14 days of receiving and inspecting the returned item.
Please note that your bank or payment provider may require additional time to process the refund.
CONTACT US
If you have any questions about this Returns & Refund Policy, please contact us at:
Franklin & Stitch
Flat 1, 172 Kingston Road
London
SW19 3NX
United Kingdom