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OUR PHILOSOPHY

We take a simple, common sense approach when it comes to helping our customers. We aim to provide quick, personalized responses to questions & concerns. We try very hard to make your consumer experience perfect and seamless; however we’re not perfect and if there is a way you feel we can improve our process, please let us know so that we can make it even better!

TERMS & CONDITIONS

Purchases: Please allow up to 3 business days for processing your purchase(s).

Conditions: Pricing is as listed. If an item is priced incorrectly, the transaction may be canceled. We cannot guarantee item availability. If an item purchased is no longer available, the transaction will be canceled and customer will be notified.

Sale & Final Sale Items: Sale & final sale items are considered final sale and are not eligible for return, exchange, or refund.

RETURNS & EXCHANGES

Generally, returned online purchases are eligible only for store credit or exchange rather than a refund. To find out if a purchase is eligible for return/ exchange, please contact us at info@franklinandmercer.com as soon as possible; however within five (5) business days of delivery date. Sale, Clearance and/ or Final Sale items are not eligible for store credit, refund or exchange.
 
SALE/ CLEARANCE/ FINAL SALE ITEMS
Sale, Clearance, and/ or final sale items are considered final sale and are not eligible for return, exchange, or refund.
 
Returns & Exchanges must meet the following criteria:
  • Item must be in new, unworn, unwashed, un-altered (pre-shipped) condition
  • Original tags must be attached
  • Receipt must be included with return
  • Return shipping cost is buyer’s responsibility
  • Requests must be made within five (5) business days of delivery date
  • All approved returns/ exchanges must be shipped back within 3 business days
  • Customer is responsible for return shipments, which must include delivery confirmation or tracking
 
Please note that we are NOT able to accept returns on worn, altered, or otherwise “used” items. We are not responsible for return shipping costs or for compensation of items lost or damaged in return shipping. All return/ exchange requests must be pre-approved. Requests made after five (5) business days of delivery will be denied.  All approved returns/ exchanges must be shipped back within 3 business days.
 
Returns/ exchanges that do not arrive in “new” or “unworn” condition may be subject to a re-stocking fee determined by us depending on the condition of item.  Examples of situations that may warrant a re-stocking fee are items that require steaming due to signs of wear (beyond normal wear from trying on) or have abnormal amounts of lint or hair on them.  Items will be disqualified from return/ exchange if they are scented with perfumes/ cologne, have visible stains or wear, have been laundered/ dry cleaned, etc.  If an item is deemed ineligible for return/ exchange, the customer will be billed for return shipping.
 
Please contact us before returning any item to determine if we can process an exchange. Exchanges must meet the same criteria as returns, listed above. Exchanges may be available only while supplies last. 
 
Store credit is issued for original purchase amount (excluding shipping) on a Franklin & Mercer Co. gift card and does not expire.
 
For all returns and exchanges, please contact us at: info@franklinandmerecer.com