1. How do I check my order status?
Once you place an order, you will receive an email confirmation with your order and another email with your tracking number. If you did not receive the email confirmation, please email us at [email protected]butlep.com
2. What happens if my item is out of stock or back-ordered?
We will contact you in the event that the item you ordered is out-of-stock or on back-order. You may opt to exchange or return your order.
3. Why doesn’t my coupon code work?
Here are a few tips to troubleshoot:
Enter your coupon code at checkout under the “Gift Code/Discount Code” field.
Check the expiration date of your coupon code.
Coupon codes may only work on certain items. Already discounted, sale or final sale items may not be eligible.
Coupon codes may be case sensitive and do not contain any spaces.
Most coupon codes may only be used once.
1. What does your team do to ensure quality products?
Frankek implements a strict three-step quality control system. We inspect all products for any defects or discoloration. Then, our manufacturers carefully craft each product. Finally, once the product is complete and ready to ship, we do a quality check. But, of course, we are only human! Therefore, if you receive a product that does not meet your quality expectations, please send an email to [email protected]
Exchanges & Returns
1. What is your return policy?
We offer a 7-day money-back guarantee on most items. It is the responsibility of all returning customers to send returns to us.
All returns must be initiated within 7 days of the delivery date. The 7 day period starts from the date our tracking shows delivery.
Read our full return process below.
Merchandise must be returned in its original packaging, unworn, unwashed, undamaged, and unaltered.
If you receive a damaged, defective or incorrect item, please contact us and we will refund or exchange it for you.
Frankek monitors account activity and reserves the right to refuse transactions, assess fees and/or close accounts based on order or return activity.
*Other items such as gift cards, giveaways, and items marked with a final sale or flash sale are not eligible for return.
2. What is your refund process?
1. Contact us about your return within 7 days of the delivery date.
If you are not 100% satisfied with your item, please contact us at [email protected] with the following information:
- your order number
- the item you want to return
- Reason for return (too big/too small, not meeting your expectations, not liking the style, etc.)
2. Receive a response from our customer service team within 24 to 48 hours.
You will receive a response from our customer service team regarding your refund request and next steps within 48 hours. If your request is approved, we will email a prepaid shipping label to return your item. Free returns are available to all first-time purchasers. All other customers are responsible for sending their merchandise back to us.
3. Send your item back to us.
Please note that the items you return must be unworn, unwashed, unaltered and in their original packaging. Items from FINAL SALE or FLASH SALE are not eligible for return or exchange.
If you did not use the prepaid shipping label we sent you, please provide us with proof of return (eg a tracking number).
4. Check/approve your returned item and initiate a refund.
We will inspect the return and initiate a refund within 2 to 3 business days of arriving at the warehouse. A refund confirmation will be emailed to you. Please note that it can take 2 to 14 business days for refunds to be reflected in your bank account. This time depends on your financial institution's policies.
3. How does the refund work?
Returns take us 2-3 business days to process after they arrive at our factory. Please use the tracking number on the return shipping label to track your return package. Once your return has been inspected and processed, we will refund the original payment method (minus original shipping and handling charges) (no exceptions). It may take 2-7 business days for refunds to be reflected in your account. This time depends on your financial institution.
4. I received a damaged or incorrect item.
We are so sorry to hear this news! Please send photos of damaged and/or incorrect items within 7 days of the order delivery date and email them to [email protected]. Please note that we monitor delivery dates. We will try our best to solve the problem.
5. Some items are missing from my order.
If you think your package may be missing an item, please send us your order number and missing item number immediately at [email protected]