SHIPPING & RETURNS

Free Shipping & Easy Returns

UK RETURNS

With so much work and love going into hand crafted handbags, we really appreciate you taking the time to carefully consider whether to return or exchange items purchased. If however you do change your mind, exchanges or refunds are offered with no questions asked(subject to the policies explained below).

Please note that, owing to the nature of the product and the time involved with creating these pieces, personalised, customised or bespoke items are non-refundable. Sale items and items purchased in person in our shop are also excluded.

We must be notified of requests to return or exchange items within 14 days of receipt. Returned or exchanged items must then be returned to us in the perfect (unworn/used) condition, and in the original packaging, within 30 days. If there is evidence of wear we will strictly be unable to issue a refund as the item cannot be resold, but the item will be returned to the buyer.

Refunds or exchanges will be issued within 5 days of receiving the returned item/s in perfect condition. Please note that the original postage fee will be deducted from the refund total,except in cases where the item is faulty.

Return shipping costs are the responsibility of the buyer and are non-refundable unless the item is faulty. I recommend posting the return with full tracking and insurance as Franchiko cannot be responsible for any items lost in the post.

A postage charge will be payable for exchanges - for items shipped to the UK the fee is £5 for small goods including belts, purses and wallets, or £8 for bags and backpacks. Charges for shipping exchanged international items will be calculated based on the destination country and weight.

Please contact Franchiko if you wish to return or exchange an item or have any questions about the Franchiko returns policy.

Goods must be returned within 30 days for a full refund of your purchase price.

ROYAL MAIL RETURNS – Affix the Royal Mail UK returns label to Unit 18 Havilland Grove Flintshire CH5 2GQ United Kingdom. Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage.

Please ensure you ask for a stamped Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Despatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.

We will confirm by email when return has been received and email again when your refund or replacement has been processed

If your unwanted goods are damaged or faulty when you receive them, please contact our Customer Care team 48 hours of receiving your order at franchiko@mail.com who will advise you how to return the product to us as per the below.

The unwanted goods being returned must be unused, in their original packaging including dog tag, dust bag and labels.

Proof of purchase - Ordinarily if you have your receipt or delivery note we’ll refund your original method of payment used to purchase

Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; or (ii) an exact replacement. If your item is replaced, you will not be charged the additional postage. Please note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.

When returning, please indicate the item(s) you wish to return on your despatch note ticking refund or replacement and selecting the reason for the return by writing the reason code number. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to.

If you no longer have the pre-paid free returns label, please visit the Royal Mail portal to create the label and QR code.

Once you have obtained a new prepaid label, please make sure that you include the following information:
- Order number
- Your name and address, including postcode
- Contact telephone number
- Email address

Place the product (unused and in its original packaging including the dog tag, gift wrap, accessories, dust bag and labels) with the despatch note inside the outer packaging and seal securely. Return your item via your selected method below or to our returns address: Franchiko Website Returns Department. Franchiko Unit 18 Havilland Grove Flintshire CH5 2GQ, United Kingdom.

Drop off your parcel at your local Royal Mail post office and obtain Proof of Postage.

It can take up to 5 days for us to receive your return, depending on which postal service you use.

We will contact you by email to let you know that your refund has been processed. All refunds will be made back to the original payment method used to pay for the order. Please note if a gift card was used for partial payment of your order then a gift card refund will be issued to the same value.

We will let you know by email when your refund has been processed.

Please note that refunds can take up to 15 working days to process from receipt by our team.

INTERNATIONAL RETURNS

If your goods are damaged or faulty when you receive them, please contact our Customer Services team 48 hours of receiving your order. You can contact us at franchiko@mail.com.
The goods being returned must be unused, in their original packaging including dog tag, dust bag and labels. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Handbags should be returned unmarked and in the original, undamaged box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to you.
EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. Unless the goods are being returned due to being faulty or incorrect, the cost of return is non-refundable and Franchiko reserves the right to arrange collection, in which case the customer will be responsible for the collection charges. If returning the goods due to being faulty or incorrect, please contact us.

Non-EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. The delivery charge and cost of returning the goods will only be refunded in the event that the goods have been returned due to being faulty or incorrect, in which case please contact us.

Proof of purchase - Ordinarily if you have your receipt or delivery note we’ll refund the original payment method used to purchase.

Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; (ii) an exact replacement; or (iii) the same item following repair by us. If your item is replaced or repaired, you will not be charged the additional postage. Please note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.

When returning, please follow the drop off/collection instructions on the label supplied to complete the return. Next to your items, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to.
Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with the completed despatch note inside the box and send to: Franchiko Website Returns Department. Unit 18 Havilland Grove Flintshire CH5 2GQ United Kingdom.
For orders outside the UK, we strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. Please note that you will need to arrange and pay for the return of products to us. We recommend that you send your International parcel using a delivery service that insures you for the value of the goods. cannot accept responsibility for International parcels lost in transit.

It can take up to 14 days for us to receive your return, depending on which postal service you use.

We will contact you by email to let you know that your refund has been processed. We will refund the original payment method used to purchase. We will let you know by email when your refund has been processed.

Please note that refunds can take up to 15 working days to process from receipt by our team