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 account to return your item - the return cost will be 15.00 EUR - and the amount will be deducted from the refund total.
To return your items please:
1. Contact us via email: email@example.com providing your order number and a reason for your return to receive a Returns Authorisation number (RA)
(If you are Exchanging (placing a new order for another item), please indicate in your email that your return is associated with a new order and include the new order number in your email - see Exchange details at the bottom of this page)
2. We will email you the return waybill that should be printed and placed on the package.
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.
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, 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.
Please note, the original shipping charges will not be refunded.
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.
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.
While you as the customer are responsible for shipping costs related to placing the new order, we will cover the return shipping costs of the items you are exchanging. Please make sure to place the new order first, and email us with your new order number, indicating that the return is associated with a new purchase. That way we will cover costs of return shipping based on your new order number and a full refund for the returned items will be issued once they arrive at our office.
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. All faults/damages should be reported to us within 48 hours from receiving the order. Please email: firstname.lastname@example.org