Support
FAQs

How can we help?

How do I use my discount code?

Discount codes are codes that can be applied to your order to receive a discount.

Your discount code must be entered at checkout before proceeding to pay.  Please ensure that you enter the code exactly as you have received it. Once you have entered your code click APPLY.

For mobile usage after clicking on the CHECKOUT button, before completing your personal information and shipping address, you can add your discount code by clicking on the SHOW ORDER SUMMARY dropdown menu and entering the code in the "gift card" box.

Discount codes are shared periodically in our email updates and on our website. Subscribe to our newsletter to receive offer information. Please refer to the terms and conditions on each offer.

If your discount code is still not working, please contact our customer service team and we will be happy to assist you.

Please note, we cannot refund any discount amounts after an order is placed if a code is not applied at checkout

What currencies can I pay in?

We currently offer USD and CAD for our Canadian customers.

We are working on offering more options so you can purchase in your local currency.

When will I receive my refund?

We are currently experiencing a high volume of orders & returns.

We process all refunds within 14 days of receipt of the return and upon approval of the return. Your refund will be processed through the same payment method used for your original order.

What can I do if I received the wrong item/damaged item?

Contact our customer service team as soon as you find that your item is not in the condition you expected. Please try to attach some photos so that we can conduct a complete verification.

We will do our best to find the best solution for you.

Why is the pricing different from your European website?

Depending on your shipping location, your order will be processed from thefrankieshop.com or eu.thefrankieshop.com.

Our pricing varies according to different tax regulations.