At Frank Eileen, we approach every detail with intention and care—from the drape of our fabrics to the experience we offer you. We hope you love your purchase, but if an item does not meet your expectations, we are here to assist with a returns and exchanges process designed for clarity and ease.

Our Policy in Brief

  • Return & Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in their original packaging with all tags attached.
  • Refund Method: Refunds are issued to the original payment method.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.
Please Note: For hygiene and quality reasons, Essentials (such as base-layer intimates), Tees & Tanks, and Sweatpants marked as “final sale” or purchased during a promotional event cannot be returned or exchanged unless faulty. This aligns with our commitment to integrity and the quiet luxury we uphold in every garment.

Step-by-Step Process

1. Initiate Your Request

Within 15 days of delivery, please contact our customer care team at [email protected] with the following details. You may use the template provided below to ensure we have all necessary information.

2. Await Authorization & Instructions

We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for your return or exchange. Returns without an RMA cannot be processed.

3. Ship Your Item

Securely package the item in its original packaging, include the RMA number clearly on the package, and ship it to the address we provide. We recommend using a trackable and insured service, as we are not responsible for items lost in transit.

4. Processing & Refund

Once we receive and inspect your return (typically within 5-7 business days), we will notify you via email. If approved, your refund will be processed to your original payment method within 10 business days. The timing for the refund to appear in your account will depend on your bank or payment provider.

5. Exchanges

For exchanges, please indicate your desired size or style in your initial request. If the requested item is available, we will ship it once the return is received and approved. If the exchange item is of higher value, we will invoice you for the difference; if lower, we will refund the difference.

Return Request Template

To streamline your request, please copy and paste the template below into an email to [email protected] and fill in the details:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Frank Eileen Team, I would like to request a return/exchange for my recent order. Order Number: [Please provide] Date of Delivery: [Please provide] Item(s) for Return/Exchange: [Item name, SKU if available, size, color] Reason for Return/Exchange: [e.g., size, fit, style] I have confirmed that the item(s) are unworn, unwashed, and have all original tags and packaging. For exchanges, my preferred replacement is: [Item name, size, color if different] I understand that original shipping fees are non-refundable and that I am responsible for return shipping costs unless the item is faulty. Please provide the RMA number and return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Timeline & Method

Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Once processed on our end (within 10 business days of return approval), please allow additional time for the refund to be reflected by your financial institution. For PayPal payments, refunds typically appear within 24-48 hours after processing.

Final Sale & Non-Returnable Items

In keeping with our commitment to sustainability and quality, certain items are considered final sale and cannot be returned or exchanged. These include:

  • Items from the Essentials collection (due to their intimate nature).
  • Tees & Tanks and Sweatpants marked as “final sale” or purchased during special promotions.
  • Any item that does not meet the return condition criteria (unworn, unwashed, with tags).

Exceptions are made only for items that are faulty or incorrectly shipped—we will gladly cover return shipping and provide a full refund or exchange in such cases.

For further assistance, our dedicated customer care team is here to help with warmth and attention to detail.

Frank Eileen Fashion Store
Email: [email protected]
Address: 3087 Dola Mine Road, Raleigh, US 27603

Thank you for being part of our community. We value your trust and are committed to ensuring your experience with Frank Eileen is as considered and refined as our collections.