Returns, Exchanges & Refunds
At THE FRENCHIE CO., every product is built with precision, purpose, and high standards. If something is not right, we will review your case with care and clarity.
This policy applies to purchases made directly through our official website or THE FRENCHIE CO. stores. If your product was purchased through a third-party retailer, marketplace, or authorized partner, the request should be handled directly with the original place of purchase.
Some return conditions may vary depending on your location. If your region offers additional customer protections, we will respect them.
Quick Navigation
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Quick Summary
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Before Starting a Request
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30-Day Returns
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Exchanges
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Last Chance Stock & Promotional Items
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Defective, Incorrect, or Damaged on Arrival
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Shipping Costs, Duties & Customs Fees
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Inspection & Refund Timing
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EU & UK Customers
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Colombian Customers
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Warranty Issues
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Contact Us
1. Quick Summary
Returns by preference or change of mind
You may request a return within 30 days of delivery. The product must be unused, unaltered, and returned with its complete original packaging.
Exchanges
Size, color, or preference-based exchanges are reviewed based on product condition and inventory availability.
Defective, incorrect, or damaged on arrival
Contact us as soon as possible with your order number and photos or videos of the issue.
Last Chance Stock and promotional items
Some discounted, discontinued, promotional, or Last Chance Stock items may not be eligible for return or exchange, unless there is a confirmed product issue or a regional exception applies.
Refund timing
Once your return is received and approved, refunds are usually processed within 10–14 business days, depending on your payment provider or bank.
2. Before Starting a Request
To request a return, exchange, or refund, contact us at:
Please include:
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Your order number.
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Full name.
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Product name.
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Reason for the request.
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Photos or videos, if the request involves a defect, damage, or incorrect item.
Please do not send any product back before contacting us. Items sent without prior approval may be refused or returned to the customer.
Customers must retain the product until the warranty claim has been fully reviewed. Products that are discarded, destroyed, or otherwise unavailable for inspection may not be eligible for warranty remedies, including repair, replacement, store credit, or refund.
3. 30-Day Returns
You may request a return within 30 days of receiving your order, as long as the product meets the following conditions:
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It was purchased directly from our official website or THE FRENCHIE CO. stores.
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It is unused, unworn, unwashed, unaltered, and in perfect resale condition.
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All original tags, accessories, dust bags, manuals, packaging, and protective materials are included.
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Proof of purchase is provided, such as the order number or receipt.
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The return is approved by our support team before the product is shipped back.
Products that show signs of use, wear, stains, odors, scratches, damage, alteration, missing parts, or incomplete packaging may not qualify for a full refund.
Original shipping fees, express shipping fees, duties, taxes, customs fees, gift wrapping, and other non-product charges are non-refundable, unless the issue was caused by THE FRENCHIE CO. or a regional exception applies
4. Exchanges
Exchanges are subject to product condition, inventory availability, and case review.
For size, color, or preference-based exchanges, the product must be unused, unaltered, and returned in perfect resale condition with all original tags, packaging, accessories, and protective materials.
If the requested exchange item is unavailable, we may offer store credit, a refund, or another available solution, depending on the case.
Discounted apparel is not eligible for size or color exchanges unless clearly stated at the time of purchase or a regional exception applies.
5. Last Chance Stock & Promotional Items
Products sold under our LAST CHANCE UNITS program (including past-collection pieces, sample and one-of-one items, and units with a disclosed cosmetic or manufacturing condition) are final sale. They are not eligible for return, exchange, or size/color change based on preference.
Each Last Chance Units listing discloses the condition it is sold in (its assigned tier or a specific note). That disclosed condition is not covered by any claim, it is the reason the item is offered at its stated price.
If a Last Chance Units item develops a manufacturing defect that is separate from its disclosed condition, you may request a repair, replacement, or refund within 30 days of delivery. Contact us at support@thefrenchieco.com with your order number, a description of the new issue, and photos or videos.
6. Defective, Incorrect, or Damaged on Arrival
If your order arrives with a defect, damage, or an incorrect item, contact us as soon as possible at:
Please include:
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Your order number.
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A clear description of the issue.
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Photos or videos showing the product, packaging, shipping label, and the specific issue.
We will review the case and determine the best solution, which may include repair, replacement, store credit, or refund, depending on the nature of the issue and product availability.
If the issue is confirmed as a manufacturing defect, incorrect item, or non-conforming product, we will handle the case fairly and in line with the consumer protections that apply to your order.
7. Shipping Costs, Duties & Customs Fees
For returns or exchanges based on personal preference, size, color, or change of mind, return shipping costs are usually the customer’s responsibility and may vary by location.
For confirmed defective, incorrect, or non-conforming products, shipping costs will be reviewed and handled fairly based on the case and your location.
For orders shipped outside Colombia, the customer is responsible for any import duties, taxes, tariffs, customs fees, brokerage fees, carrier collection fees, or other charges required by the destination country.
These charges are determined by local authorities or carriers and are not controlled by THE FRENCHIE CO.
If a customer refuses delivery, does not pay import duties or customs charges, provides incorrect shipping information, or fails to collect the package, any return shipping costs, customs charges, carrier fees, administrative fees, or unrecoverable costs may be deducted from the refund.
If the package is abandoned, destroyed, seized, or not returned to THE FRENCHIE CO., we may be unable to issue a refund.
8. Inspection & Refund Timing
Once your return is received, it will be inspected before any refund, exchange, replacement, or store credit is approved.
Inspection usually takes 3–5 business days after the item arrives at our facility.
If the product does not meet the conditions of this policy, we may reject the return, offer a partial refund, return the item to the customer, or propose another resolution.
Approved refunds will be issued to the original payment method unless another solution is agreed.
Once approved, refunds are usually processed within 10–14 business days, depending on the payment provider, bank, or card issuer.
If your refund has been approved but has not appeared in your account:
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Check your bank account again.
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Contact your credit card provider or payment provider.
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Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, contact us at support@thefrenchieco.com.
9. EU & UK Customers
If you are a customer in the European Union or the United Kingdom, you may have the right to cancel your online order within 14 days of receiving the goods, without giving a reason.
After notifying us, you may have an additional period to return the goods.
Returned products must be handled and sent back in the condition standards allowed for this type of return.
Refunds, standard delivery charges, return costs, deductions for use or damage, and timing may vary based on EU or UK customer rules.
To request this, contact us at support@thefrenchieco.com before the cancellation period expires.
10. Colombian Customers
For customers in Colombia, the right of withdrawal may apply to online purchases within five business days from delivery, depending on the product and order conditions.
For withdrawal requests, the customer must return the product through the same or equivalent shipping method and in the same condition in which it was received. Return transportation costs for withdrawal requests are the customer’s responsibility.
Warranty rights for defective products remain unaffected.
11. Warranty Issues
If your product develops an issue after normal use and you believe it may be a manufacturing defect, please review our Warranty Policy.
Warranty cases are reviewed separately from standard returns and exchanges.
12. Contact Us
To request a return, exchange, refund, or review of an order issue, contact:
Please include your order number, full name, product name, reason for the request, and supporting evidence when applicable.