We want you to have clear steps if an item is not right for your Frenchie.

Cancellations

You may request cancellation before the order has shipped or entered production. If cancellation is approved, the order will be refunded to the original payment method. Orders that have already shipped cannot be cancelled.

Return window

Contact us within 14 days of delivery to request a return. The 14-day period begins on the date the carrier marks the package as delivered.

Return eligibility

• The item must be unused, unworn, unwashed, and in the condition received.
• Original packaging and proof of purchase are required.
• Custom-made or personalised items are not eligible for the 14-day return right unless they arrive damaged or incorrect.

Before sending anything back, email support@frenchiefamily.com with your order number and reason for return. We will provide the correct return address and instructions. Returns sent without approval may be delayed or rejected.

Return shipping costs

For a change of mind, sizing issue, or other customer-initiated return, the customer is responsible for return shipping. If we sent the wrong item or the item arrived damaged, contact us before shipping it back; approved return shipping costs will not be charged to the customer. We do not charge a restocking fee.

Exchanges

For a different size or colour, contact us within the return window. Availability is not guaranteed. Depending on stock and location, we may arrange an exchange or ask you to return the item and place a new order.

Refunds

After the return is received and inspected, we will email you with the result. Approved refunds are issued to the original payment method. Your bank or card provider may need additional time to post the refund.

If an approved refund has not appeared after your payment provider’s normal processing time, contact your bank or card company first, then email support@frenchiefamily.com.