Shipping policy

Shipping, Returns & Refund Policy

Last updated: 11-May-2026

SHIPPING METHODS AND COSTS

All UK orders are shipped via Royal Mail Tracked 48. International orders to non-EU countries are shipped using tracked delivery services, including DPD where available.

EU shipping is coming soon.

Shipping costs are calculated at checkout based on your location, order size, and package weight.

For international orders, customers are responsible for any customs duties, import taxes, clearance fees, or other charges applied by the destination country. These charges vary depending on the country and order value.

 

DELIVERY TIMES

UK Deliveries

Orders for non-customised products are typically delivered within 2–3 working days. Customised products generally take 3–5 working days.

International Deliveries

International delivery times vary depending on destination. Standard international shipping generally takes 10–14 working days, although customs processing and peak periods may occasionally cause delays.

TRACKING ORDERS

If you need help tracking your order, please contact us at hello@franklinandstitch.com and we’ll be happy to assist.

LOST OR DELAYED ORDERS

While we do our best to ensure all orders arrive safely and on time, delivery dates are estimates only and delays may occasionally occur due to factors outside our control, including postal disruptions, customs processing, weather conditions, or courier issues.

If you believe your parcel has been lost or delayed, please contact us and we will do our best to assist.

If an order is returned to us due to an incomplete address or unpaid customs charges, we can resend the parcel once the correct delivery details are confirmed and any additional postage costs are paid.

Customers are responsible for any customs duties, import taxes, or clearance fees applicable to international orders. Failure to pay these charges may result in the parcel being returned to us. Original shipping costs are non-refundable in these circumstances.

RETURNS

Non-Customised Products

We offer a 14-day return period from the date your order is delivered.

Under UK consumer law, customers purchasing non-customised products online generally have the right to cancel their order within 14 days of receiving the goods for a full refund, subject to the return conditions outlined below.

Items must be returned in their original condition, unworn, unused, unwashed, and free from marks, odours, pet hair, or damage.

Personalised or Custom-Made Products

Personalised or custom-made products cannot usually be returned or refunded unless they arrive faulty, damaged, or not as described.

RETURN PROCESS

To request a return, please contact us at hello@franklinandstitch.com with your order number and reason for return. We will provide instructions on how to proceed.

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

We recommend using a tracked or recorded delivery service when returning items, as we cannot be responsible for returns lost in transit.

CONDITION OF RETURNED ITEMS

Returned items must be received in their original condition. We reserve the right to refuse refunds where items show signs of wear, misuse, damage, odours, pet hair, or alterations not caused by us.

REFUNDS

Refunds are issued only for items that meet our return requirements.

Approved refunds will be processed to the original payment method within 14 days of receiving and inspecting the returned item.

Please note that processing times may vary depending on your payment provider.

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.

NON-REFUNDABLE CONDITIONS

We cannot provide refunds for items damaged through normal wear and tear, misuse, accidental damage, or damage occurring after delivery.

DAMAGED OR FAULTY GOODS

If your order arrives damaged, faulty, or incorrect, please contact us at hello@franklinandstitch.com with your order number and photographs of the issue as soon as possible.

Where appropriate, we will arrange a replacement, exchange, or refund.

CONTACT US

If you have any questions regarding this Shipping, Returns & Refund Policy, please contact us at:

Email: hello@franklinandstitch.com

Franklin & Stitch
Flat 1, 172 Kingston Road
London
SW19 3NX
United Kingdom

By purchasing from Franklin & Stitch, you agree to this Shipping, Returns & Refund Policy. We reserve the right to update or modify this policy at any time without prior notice.