Making a return with us is very easy. Go to our RETURNS PORTAL and enter your email and order number.
(If your request is due to a damaged product, please write to us through our Contact Form, attach photos and describe the issue. Please wait for your case to be assessed by our Quality Department so we can provide an appropriate solution.)
All products purchased at D.Franklin can be returned within 14 days of receiving your order.
- EU COUNTRIES (except Spain and Portugal):
You must return the product at your own expense using the carrier of your choice. All returns must be sent to our warehouse in Spain. The address and instructions can be found in our Returns Portal. Once your request is completed, you will receive an email with instructions to finalise the process.
Please note that since this is not a service provided by us, we cannot take responsibility for the returned package when the reason is not attributable to D.Franklin. We recommend keeping proof of shipment.
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UNITED KINGDOM (UK):
We will provide a return label, and a €20 fee will be deducted as an administrative cost due to customs procedures.
- REST OF THE WORLD:
Returns must be managed by the customer. A €15 fee will be charged as an administrative cost due to customs procedures.
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SPAIN AND PORTUGAL:
- EXCHANGE: Need a different size? No problem! Select your preferred size among the available ones in our returns portal and we’ll send you a new shipment. The first size exchange within the same order is FREE. Make sure to select the free shipping option; otherwise, a return label will not be provided and you’ll need to cover the shipping costs yourself. If you wish to make a second exchange, you must request a return (with a deduction of €11.97 from the total amount) and place a new order with the desired size.
- GIFT CARD: With this option, return shipping is FREE. We will send you a gift card for the value of the items you return, which you can use on our website with no expiration date. This is a good option if you want to exchange your items for others without paying return shipping costs.
- RETURN: We will refund the returned items to the same payment method used in your purchase. A €5.99 return fee applies if you choose to use our return label.
- EXCHANGE: Need a different size? No problem! Select your preferred size among the available ones in our returns portal and we’ll send you a new shipment. The first size exchange within the same order is FREE. Make sure to select the free shipping option; otherwise, a return label will not be provided and you’ll need to cover the shipping costs yourself. If you wish to make a second exchange, you must request a return (with a deduction of €11.97 from the total amount) and place a new order with the desired size.
Before sending us any items, please note:
- Promotional items:
(e.g., 2x1 / 3x2 offers, promotional gifts) must be returned in full to receive a refund.
- Hygiene restrictions:
We do not accept returns or exchanges of bikini bottoms, swimsuits, piercings, ear cuffs, earrings, or masks.
- Print and include the return slip:
(which you’ll receive by email after confirming the return in our portal) inside the package so we can correctly register your return.
- Protect your package:
Use appropriate packaging. Do not stick labels directly onto the original product box.
- Condition matters:
Returned items must be in perfect condition, unused, and in their original packaging. Returns that don’t meet these conditions will be rejected and no refund will be issued.
- Processing time:
Refunds and exchanges will be processed within 14 days after the return is received and validated by our team.
PRODUCT STATUS
At D.Franklin, we aim to ensure your satisfaction with every purchase. To process a return, please make sure the product meets the following conditions:
- Product condition: The product must be returned in perfect condition, retaining its original box and all included accessories.
- Proper packaging: We recommend using the original packaging to protect both the product and its box. If the original packaging is unavailable, please ensure the new packaging is secure enough to prevent damage.
- Damaged products: We will not accept returns for products that are in poor condition due to misuse or improper packaging.
We reserve the right to reject any return that does not meet these conditions. For more information about our return process, please contact our customer service team.
Please use an envelope, plastic bag or paper wrap to protect the items you are going to return and in no case directly place the return label on the boxes or containers corresponding to the items, as it would be impossible for us to reuse them and it would entail the possible rejection of the return.
In case the product is not received in its original packaging - as indicated above, we reserve the right to deduct those items that are missing or that are not in original condition from the total price:
- Box: 5 €
- Any other extra item contained in the box (stickers, pouch, cleaning cloth, etc): 3€
Returns for orders including 2x1 or 3x2 promotions or free items should be made in full to get a refund. No partial returns will be accepted.
Once the return is refused, the customer will have 3 months to pickup the package from our warehouse, assuming the shipping cost. If the package is not picked up by the customer within 3 months it will be sent to charity.
REFUNDS
Once the item has been received and your refund has been approved and authorized, you will receive a confirmation email notifying that the amount of the product or products to be returned, will be refunded through the same method of payment you used to pay for the order.
The refund will appear in your account balance in the next 7 to 15 working days after you receive the email confirming the refund, although this may vary depending on the conditions of each bank.
GIFTS
Please note that in case of gifts, refunds will always be made through the method of payment used when placing the order.
