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Returns

We want to make sure you are happy with your FRANC order. If for whatever reason your purchase does not work out, we will gladly provide online store credit or a full refund for full priced items (store credit only for sale/discounted items) and you can then place a new order for the size or colour you'd prefer.
Our return process is easy you simply need to submit a request via our return portal.

 

    Our Return Policy

    Didn't quite work out? Sometimes you have to try before you know! You can return by mailing it back to us by following the step-by-step instructions below. 

    Holiday Orders:

    • Returns are accepted until January. 15th 2021
    • If items were bought on sale/discount a store credit will be offered.

    Regular-Priced Orders:

    • Submit a return request within 30 days of your order date: return for store credit or full refund to the original payment method.
    • After 30 days: unfortunately, we can no longer accept returns.

    Sale-Priced Orders:

    • Submit a return request within 30 days of your order date: you can return for store credit. Unless otherwise stated on that sale or promo. Sorry, no refunds on sale or discounted items (includes all items purchased with a discount code). Store credit only for sale items.

    All garments must be unworn, unwashed, clean and with tags still attached (and untampered). Garments must be in original condition and a return request must be made within 30 days of your order date.
    NOTE: A fee (of the cost of goods) will be charged if items arrive in any condition other that what is stated above or the item the will be sent back to customer (with the shipping charges charged back to the customer).

    All sale, discounted (includes all items purchased with a discount code) and Last Call Items can only be returned for store credit only and within 30 days no extensions. NOTE: Referral codes are not considered discount codes.

    Refunds for full priced items, will be made in the same form as the original payment.

    Return Finer Details

    For all returns, items must be unwashed, unworn and not damaged (and hangtag untampered). All original tags must be attached and a note showcasing your order # must included with your return.

    If you need a new size or colour, you can use your gift card/store credit from your return to purchase. Unfortunately we are not able to do exchanges.

    Gift cards can not be redeemed for cash or refunded unless required by law. All returned items that were purchased using a gift card will be refunded as merchandise credit back onto a gift card.  

    Note: original shipping charges cannot be refunded.

    How to Request a Return:

    1. Head to our Return Portal, enter your order number and the email address used to make your purchase.
    2. Click on the 'Return Items' button.
    3. On the next returns page, select the items you would like to return and the reason why you want to send them back. If your item has a defect, please include as many details as possible and we might be in touch for more info - as we use this info to improve any future issues.
    4. Choose your preferred return method and review your selections (you can send back on your own or chose to use our low cost return label).
    5. Once your return is approved: a) If you are in Canada and chose to use our shipping label a return label will be emailed to you. b) if you are in the US or in Canada and chose to send back on your own our address will be sent to you via email.
    6. Be sure to have your package post-marked as a 'return' and sent off within the 14-day period otherwise it won’t be able to be processed as per your request.

    Prep Your Return Package:

      1. Pack the item you want to return in a shipping mailer (if possible reuse your original shipping bag) and secure it shut.
      2. Stick your return label (either the one we've provided or one you have purchased yourself) on top of the original shipping label (ensure the previous label barcode is totally covered).
      3. Include a piece of paper (or print off the invoice you received via email) with your name and order # written on it.
      4. Drop off your package at the shipping carrier's location.

    Note: If you are returning multiple items, please include all items in one shipping bag and use one return label (even if some of them arrived in separate shipments or boxes).

    When your refund is complete, we'll e-mail you as soon as it has been processed and let you know.


    How To Complete Your Return: 

    mail it back to us:

    • If you are in Canada you can choose to use our discounted return label and the return postage fee (plus applicable taxes) will be subtracted from your refund (return labels will be emailed to you once your return is approved) OR use your own label at your own cost (no added fees from us).
    • For US customers you will need to use your own return label as we cannot provide a return label over the border.