Returns & Refunds
Unhappy with your order? No problem sis! You can return your unwanted item back to us within 14 days from the parcel delivery date. If you miss your parcel delivery, the time frame will start from the initial delivery date.
Final sale, sample sale and items marked as ‘on sale’ at the time of purchase are non returnable.
Full prices items must be returned in the original packaging, with the tags still attached. Please be extra careful when trying items on, items must be free of markings and smells.
We do not accept returns for any accessories (excluding handbags), underwear and swimwear (regardless of whether the hygiene strip is attached or not).
Clanco Franko London reserves the right to reject parcels which are not returned in their original condition or within the 14 day returns period. If your return is refused, your order will be re packed and returned to you. We will also email you with a valid reason.
How do I return an item?
Returning an item to us is simple, follow the instructions on your returns form (included in your package). Please make sure your writing is legible so that we can contact you where necessary. Peel off the return sticker and attach it to the front of your parcel.
Please email us to register your return with us, in your email you must include your full name and order number. Return costs will need to be covered by you, we recommend using a tracked delivery service and keeping the postage receipt.
How long does it take to get a refund?
We will issue a refund for returned items within 72 hours of receiving your package into the office.
We will send you an email as soon as your return has been processed. Please allow 3-5 business days for your refund to reverse back into your original payment method.
I paid for next day delivery, will my postage costs be refunded?
No, we are not obliged to refund your express postage costs as this was a chosen option. We will refund you our standard shipping option instead.
My item is faulty, what shall I do?
We are sorry that you have received a faulty item. Please contact us as soon as possible via email - firstname.lastname@example.org. In your email please include pictures of the fault, your order number (found on your confirmation email).