FREE SHIPPING FOR ORDERS OVER $150ONE TREE PLANTED WITH EVERY ORDER

FAQs

Returns & Store Credit

The return must be requested within 14 days of the delivery date

We don't do refunds, but we will issue a store credit that never expires.

Please note, all sale items are final sale and are not eligible to be returned.

Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.

Intimate apparel and swimwear: must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc. 

Frankie Collectives reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address. In order to avoid this, please contact our Customer Experience team to address any issues or concerns you have regarding the item(s) you wish to return

We only offer store credit sent in the form of a gift card code to the email you provided at the checkout. This gift card will never expire.

You can submit a return request through our portal here.

Shipping is not covered by Frankie Collective. Original shipping charges are non-refundable. 

Ship to:

Frankie Collective
Unit 204A
8475 Ontario St.
Vancouver, BC
V5X 3E8

If brokerage or duty fees are charged due to a mislabeled return it will be deducted from your refund/store credit.

Once we have received your package, your Frankie account will be credited. 

We’ll find something else! Unfortunately our pieces are 1-of-1 so we don’t offer direct exchanges on merchandise, but we can offer you site credit so that you can find another piece of sustainable clothing.

Please contact us at orders@frankiecollective.com). Have your order number on hand. Your order number can be found in your confirmation email.

Keep an eye on the tracking information and email us at orders@frankiecollective.com to let us know the order is being returned. 

Take a photo of the item and email it to our Customer Experience team at orders@frankiecollective.com with a description of the damage. Upon inspection of the photo you will be advised to return the damaged item, and we will then issue you store credit via E-Gift Card.

Please keep in mind: even great quality vintage pieces like the ones we stock usually have minor imperfections. We try to list these imperfections in each product description, but sometimes we miss them. If the damage in question was listed in the product description, then we are unable to accept returns.


Order Status

We know how important your order is to you, so we aim to fulfil orders as quickly as possible. While we cannot cancel or change an order once it has been placed, you are welcome to return the item in accordance with our return policy. 

Unfortunately, sometimes items get removed from our warehouse inventory and we are not able to ship them to you. In this case, we will refund the full value of the item and you will still receive the rest of your order.

Orders can't be changed once they are made, but you can use the code for your next purchase.

It is likely that you may have made a spelling mistake when typing your email in your customer profile. Please contact us so we can resolve the issue.

There are several reasons why your order may have been delayed.

In some cases, our security system may hold orders that run the risk of being fraudulent or need additional review or verification. When this happens, our customer service team will reach out to you directly via email.

In other cases, there might have been a holiday in Canada or a high volume of orders during a sale that might slow down our processing times.

In some cases, our popular reworked items will be made to order in our studio, and this can delay the process by a few days. (Please note, we do not do custom orders).

We appreciate your patience.

Shipping

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier (USPS or FedEx) has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. 

Please allow 2 to 3 business days from the time you place your order for its status to update.

The amount of time it will take for a package to reach its destination will depend on the type of shipping you choose at checkout. Before a package ships, it will also spend time being processed at our warehouse. Please consult the chart below for full timing information.

TYPE OF SHIPPING PROCESSING TIME SHIPPING TIME
Flat Rate (domestic) 2-3 business days 5-10 business days
Express 1 business day 3-5 business days
International  2-3 business days 10-15 business days

Frankie Collective is proud to service Frankie girls all over the world! Click here to see the full list of countries we ship to.

The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. 

It usually takes 6-10 business days to arrive in your country. However, in some instances, delivery may be delayed depending on your country's customs. Frankie Collective is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

The first thing you should do is contact your courier service directly. Once the package leaves our warehouse we are no longer responsible for it and won't have any information to offer you. However, we are more than happy to help you open a claim if the courier service has lost your package.

Product

Credit Cards - We accept Visa, Mastercard, and American Express. Note, cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

PayPal - Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.

Store Credit & Gift Certificates - Use store credit or a gift certificate/gift code. Each gift certificate carries a gift code which you can easily enter when completing checkout. Click here to find out more about gift certificates. They never expire and may be combined with promotions and rebates.

In common with other websites, log files are stored on the web server saving details such as the visitor’s IP address, browser type, referring page and time of visit. Cookies may be used to remember visitor preferences when interacting with the website.

E-mail addresses will not be sold, rented or leased to 3rd parties. E-mail may be sent to inform you of news of our services or offers by us or our affiliates.

Cookies are small digital signature files that are stored by your web browser that allow your preferences to be recorded when visiting the website. They may also be used to track your return visits to the website.

All transactions submitted to use are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. Frankie is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe. Your credit card information is not stored or viewable on the website’s servers and is processed through a secure connection through Shopify and/or PayPal. Use of PayPal is subject to their terms and conditions.

Frequently Asked Questions

All our items are vintage, so sizes may vary between men's, women's, children's, youth, and brands. Please follow the measurements provided with each product for the most accurate sizing.

All items are assumed authentic unless stated otherwise.

Rework is the word we use to refer to the way we take vintage clothes and use their material to sew our original designs. For example, we might take a vintage Nike tee shirt and make it into a "reworked" wrap top.

Many items on our site are one of a kind vintage pieces. This means that once they are sold, they won't be restocked. However, our in-house rework designs are constantly restocked in many different sizes and colours, so keep checking in! Deadstock vintage items like camo pants and basic cropped tees are also restocked quite regularly.

Gift Cards & Store Credit

You will be emailed a code, and there will be a space at the checkout to put in the code.

No, our gift cards and store credit never expire.

See our returns page for full details. After you have followed the steps to return the product, you will receive a new gift code.

@FRANKIECOLLECTIVE