FAQs

Returns & Store Credit

What is your return policy?

You have 14 days after the delivery of your order to return merchandise. We don't do refunds, but we will issue a store credit that never expires.

Please note, all sale items are final sale and are not eligible to be returned.

Do you issue refunds?

We only offer store credit sent in the form of a gift card code to the email you provided at the checkout. This gift card will never expire.

How do I return an order?

You need to ship your order back to us with USPS or Canada Post. Please do not ship with FedEx or UPS, as they charge import/brokerage fees when shipping to us in Canada. Mark the contents as "return" and mark the value as under $50 (this will ensure that there are no complications with the delivery). Please include a note inside the package with your order number on it. Your order number can be found in your confirmation email. 

Ship to:

Frankie Collective
Unit 204A
8475 Ontario St.
Vancouver, BC
V5X 3E8

Shipping is not covered by Frankie Collective. Original shipping charges are non-refundable. 

If brokerage or duty fees are charged due to a mislabeled return it will be deducted from your refund/store credit.

Once we have received your package, your Frankie account will be credited. 

Can I exchange an item? 

We don't offer direct exchanges on merchandise, but we can offer you store credit so that you can choose something else from our site.

There is something missing/ defective /not what I ordered. What do I do?

Please contact us immediately via phone call (604 568 6410) or by email (orders@frankiecollective.com). Have your order number on hand. Your order number can be found in your confirmation email.

I have shipped my package and it is being returned to Frankie Collective right now. What do I do?

Keep an eye on the tracking information and email us at orders@frankiecollective.com to let us know the order is being returned. 

I received a damaged item, what do I do?

Please take a photo of the item and email it to our Customer Care team with a description of the damage. Upon inspection of the photo you will be advised to return the damaged item, and we will then issue you store credit via E-Gift Card. We will reimburse your shipping costs up to a maximum of $15.

Please keep in mind: even great quality vintage pieces like the ones we stock usually have minor imperfections. We try to list these imperfections in each product description, but sometimes we miss them. If the damage in question was listed in the product description, then we are unable to accept returns.

Helpful hint: we strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit.

Order Status

Can I cancel or change my order?

We know how important your order is to you, so we aim to fulfil orders as quickly as possible. While we cannot cancel or change an order once it has been placed, you are welcome to return the item in accordance with our return policy. 

My order was confirmed but I received a refund notification, what does this mean?

Unfortunately, sometimes items get removed from our warehouse inventory and we are not able to ship them to you. In this case, we will refund the full value of the item and you will still receive the rest of your order.

I forgot to use my discount code in the checkout. What do I do?

Orders can't be changed once they are made, but you can use the code for your next purchase.

I placed an order but never received a confirmation email. What do I do?

It is likely that you may have made a spelling mistake when typing your email in your customer profile. Please contact us so we can resolve the issue.

I received a confirmation email but have not received a shipping notification, what now?

There are several reasons why your order may have been delayed.

In some cases, our security system may hold orders that run the risk of being fraudulent or need additional review or verification. When this happens, our customer service team will reach out to you directly via email.

In other cases, there might have been a holiday in Canada or a high volume of orders during a sale that might slow down our processing times.

In some cases, our popular reworked items will be made to order in our studio, and this can delay the process by a few days. (Please note, we do not do custom orders).

We appreciate your patience.

Shipping

How do I know if my passage has shipped and is on its way?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier (USPS or FedEx) has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. 

Please allow 2 to 3 business days from the time you place your order for its status to update.

How long will it take for my package to get to me?

The amount of time it will take for a package to reach its destination will depend on the type of shipping you choose at checkout. Before a package ships, it will also spend time being processed at our warehouse. Please consult the chart below for full timing information.

TYPE OF SHIPPING PROCESSING TIME SHIPPING TIME
Flat Rate (domestic) 2-3 business days 5-10 business days
Express 1 business day 3-5 business days
International  2-3 business days 10-15 business days

Do you ship internationally?

Frankie Collective is proud to service Frankie girls all over the world! Click here to see the full list of countries we ship to.

The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. 

It usually takes 6-10 business days to arrive in your country. However, in some instances, delivery may be delayed depending on your country's customs. Frankie Collective is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

There's been a mix-up with the mail courier. My package was delivered to the wrong address/ says it has been delivered but has not been/ there hasn't been a tracking updated in a few days.

The first thing you should do is contact your courier service directly. Once the package leaves our warehouse we are no longer responsible for it and won't have any information to offer you. However, we are more than happy to help you open a claim if the courier service has lost your package.

Payment And Security

What payment methods do you accept?

Credit Cards - We accept Visa, Mastercard, and American Express. Note, cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

PayPal - Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.

Store Credit & Gift Certificates - Use store credit or a gift certificate/gift code. Each gift certificate carries a gift code which you can easily enter when completing checkout. Click here to find out more about gift certificates. They never expire and may be combined with promotions and rebates.

What information is gathered from visitors?

In common with other websites, log files are stored on the web server saving details such as the visitor’s IP address, browser type, referring page and time of visit. Cookies may be used to remember visitor preferences when interacting with the website.

How is this information used?

E-mail addresses will not be sold, rented or leased to 3rd parties. E-mail may be sent to inform you of news of our services or offers by us or our affiliates.

What are cookies?

Cookies are small digital signature files that are stored by your web browser that allow your preferences to be recorded when visiting the website. They may also be used to track your return visits to the website.

How will my information be kept safe?

All transactions submitted to use are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. Frankie is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe. Your credit card information is not stored or viewable on the website’s servers and is processed through a secure connection through Shopify and/or PayPal. Use of PayPal is subject to their terms and conditions.

Product

Do you have a size guide?

All our items are vintage, so sizes may vary between men's, women's, children's, youth, and brands. Please follow the measurements provided with each product for the most accurate sizing.

Are your brand name products authentic?

All items are assumed authentic unless stated otherwise.

What does rework mean?

Rework is the word we use to refer to the way we take vintage clothes and use their material to sew our original designs. For example, we might take a vintage Nike tee shirt and make it into a "reworked" wrap top.

I want to purchase an item but it is out of stock. What should I do and how often do you restock?

Many items on our site are one of a kind vintage pieces. This means that once they are sold, they won't be restocked. However, our in-house rework designs are constantly restocked in many different sizes and colours, so keep checking in! Deadstock vintage items like camo pants and basic cropped tees are also restocked quite regularly.

Gift Cards & Store Credit

How do I redeem my store credit?

You will be emailed a code, and there will be a space at the checkout to put in the code.

How can I purchase a gift card?

Will the credit expire?

No, our gift cards and store credit never expire.

What if I want to return an item I purchased with a gift card?

See our returns page for full details. After you have followed the steps to return the product, you will receive a new gift code.