At Frank Eileen, we approach every detail with intention and care—from the drape of our fabrics to the experience we offer you. Our Shipping and Returns policies are designed to provide clarity, ease, and the quiet luxury that defines our brand.

Shipping Information

We are delighted to serve a global community (excluding select remote regions and parts of Asia). All orders are processed with care within 1–2 business days before dispatch.

Shipping Methods & Timelines

  • Standard Shipping – $12.95
    Shipped via DHL or FedEx. Delivery typically occurs within 10–15 business days after dispatch.
  • Free Shipping
    Available on orders over $50, shipped via EMS. Delivery typically occurs within 15–25 business days after dispatch.

Please note that delivery times are estimates and may vary depending on destination and customs processing.

Returns & Exchanges

We hope you love your purchase. If an item does not meet your expectations, we are here to assist with a straightforward returns and exchanges process.

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: In keeping with our commitment to integrity, sustainability, and quality, the following items are considered final sale and cannot be returned or exchanged unless faulty:
  • Items from the Essentials collection (due to their intimate nature).
  • Tees & Tanks and Sweatpants marked as “final sale” or purchased during special promotions.
This policy aligns with the considered and refined nature of our garments.

Step-by-Step Return or Exchange Process

1. Initiate Your Request

Within 15 days of delivery, please contact our customer care team at [email protected]. Use the template 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. 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.

5. Exchanges

Please indicate your desired size or style in your initial request. If available, we will ship the exchange once the return is received and approved. Price differences will be invoiced or refunded accordingly.

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.

Return Request Template

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

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)]

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.