Our Returns Policy

DOMESTIC RETURNS - UK ONLY

We do offer returns within 14 days of purchase from our website www.frankiandfelix.com. We only accept returns in their original packaging, and have not been worn (no more than a first try on). 

Returns will only be considered if your jewellery is purchased from www.frankiandfelix.com

We will accept returns if:

  • The item/s are the wrong size for you and you want another size
  • If you have an allergic reaction
  • If you have been sent the incorrect order by mistake

Please post back your cost to us and we will replace immediately.

We will NOT ACCEPT returns based on the following:

  • Jewelry that has been stolen, lost, dropped or damaged. Any item where there has been mishandling with a third party, will need to have a claim form opened and filled in with Royal Mail. This can be found at any post office.
  • On custom made jewellery
  • Altered items, where you have received the item for us and had your item resized

All returns are to be returned to: (after contact with Franki & Felix by email here)

2nd floor

5 Berkeley Place 

Cheltenham

Gloucestershire

GL526DB

 

 

 REFUNDS

Proof of purchase or order number will be required in order to receive a refund.

We will refund on the basis of the following:

  • The jewellery piece/s were broken when they arrived to you (you must show us in a photograph on arrival of your order)
  • The jewellery is not the order you placed and you have received a different order

EXCHANGES

If the item was a gift and the wearer does not like it and would prefer something else from the store, we can offer you a ONE TIME EXCHANGE to the value of your piece. Any additional difference in cost, will mean additional payment link be sent by email to you. Once this has been fulfilled, we will send the new order out.

QUALITY CONTROL

We believe that we have a strict quality control of our goods before they leave us. We offer information on our ring size chart on the website for help in choosing your size and we also make you aware of the longevity of 'gold plate' and how to look after your jewellery pieces in our care guide in the footer on our website also. Please click on the live links to read these pages.

INTERNATIONAL RETURNS

Every care is taken to ensure that the quality of the jewellery is exceptional before being sent to you. If you find you are unhappy with your piece/s and would like to return them to us and exchange, you can do this. Send your item at your cost from your country back to us at:

2nd Floor, 5 Berkeley Place, Cheltenham, Glocestershire GL526DB

Returns will only be accepted if the items are in their original packaging, and have not been worn. Proof of purchase or order number will be required. Returns will only be considered if your jewellery is purchased from www.frankiandfelix.com

Once you have returned the item to us, we will check it and offer you an exchange immediately on the same item, or give you a credit note to the value of the item you have sent back.

We will accept returns and exchanges from overseas only if:

  • The order was not what was purchased on our website
  • You do not like your item and wish to return it
  • You wish to return your item for another item due to a sizing issue that is not our doing
  • The item was broken inside the parcel (you will need to supply images)

We will not accept returns based on the following:

  • Jewelry that has been stolen, lost. You will need to follow up with your postal system Internationally to recover the monies. We are unable to do from this end
  • Returns on custom made jewellery
  • Altered items, where you have received the item for us and had your item resized

Note: If your return is about plating issues, then please note that on every page we make you aware of plating and the consequences of wear and tear with plating, oils in the body and hand sanitisers etc. Please read our care guide before purchase so you are aware of how to look after your jewellery pieces. We offer a care guide card with every piece purchased also