RETURNS & EXCHANGES
We hope you love your new purchase! However, if for any reason you would like to return or exchange your items, follow the steps below.
Shipping costs associated with the return of items are considered the responsibility of the customer. Customers are welcome to return items via their preferred shipping provider. We recommend using a trackable postage method.
If you would like to use our UPS courier to return your item - the return shipping cost will be 15.00 EUR - and this amount will be deducted from the refund total. We will provide you with a shipping Label to print or have a courier pick up the items from your home.
To return your items please:
1. Contact us via email: firstname.lastname@example.org providing your order number and a reason for your return to receive a Returns Authorisation number (RA)
2. We will either email you the UPS return waybill that should be printed and placed on the package OR we will order a UPS courier to come pick up the package from your address - depending on your preference. If you choose to send the items back with your own shipping carrier instead, we will provide you with the return address.
3. Please include the original Order Confirmation with the filled out RA number and mark which items you are returning.
4. Drop the package off at the nearest UPS Access Point or keep it ready for courier pick up - depending on which option you chose.
5. You will be notified by email once your return has been received and processed.
6. All accepted returns are credited to the account used to originally purchase the items (card refunds may take up to 10 business days for your bank to complete).
To make sure your items are eligible for return and to speed up the return process, please:
Return your items within 14 days of receiving your delivery.
Return your items unmarked, unworn, with their tags, and in their original and undamaged packaging as this is considered part of the product.
Return the full product - if you purchased one of our bundles, you must return the whole set unless otherwise specified.
Include a proof of purchase (Order Confirmation or Invoice received with your order) with a filled out Returns Authorisation number that you will receive after contacting us via email.
Returns that are damaged, worn, or altered will not be accepted.
Please be advised that we do not offer refunds on sale/discounted items or vouchers.
For hygienic reasons, exchanges/returns cannot be made on Snuggle Me covers, intimates/swimwear - if used.
Francis & Henry cannot accept returns that have been purchased through an external boutique.
Due to logistical reasons, we are currently unable to process exchanges in our shop. If you would like to exchange an item for a different size or color/print, please place a new order for the desired product and return the original one, following the Return steps above.
We created Francis & Henry to make moms' lives easier and more comfortable and we take pride in both - the quality and functionality of our designs. If you received a damaged item, please contact us immediately, we will do our best to make sure you receive a replacement as soon as possible. Please email: email@example.com