CONTACTING

• We founders do all the customer service stuff personally
• Do live chat Nick or Emmalou with any questions, for quickest answers
• Email: hello@frahmjacket.com for a reply within 1 weekday
• Call: (44) 01225 222 052
• You can visit Nick to see the jackets in his studio, but please pre-arrange

BUYING

• We only sell FRAHM Jackets here, or by appointment at the office
• Sizing guide is here, or use the app on each product page
• We give £10 from every jacket sold to Mind, the mental health charity
• Most people buy via pre-order, saving 20%
• Pre-orders are refundable any time
• If any stock is left after pre-orders are sent, it’s sold at full price
• We don’t do seasonal discount sales
• You can save up to 15% with our loyalty & referral scheme though - yellow box!

SHIPPING COSTS

• UK: Free. Unless you want Express, which is £10.
• European Union: All deliveries now have to go on a faster Express service due to Brexit: That's £20 until you spend £200, then it's free. 
• Rest of World (including non-EU countries like Norway): All deliveries have to go on faster Express services because of Brexit. It's £30 until you spend £300, then it's free. 

RETURNS, CANCELLATIONS, EXCHANGES, FAULTS 

• You can refund or exchange a pre-order at anytime while you're waiting for it to be made
• You have 30 days from your garment arriving to refund or exchange it
• We offer a lifetime guarantee on faults (fair faults, so not wrestling bears or general wear & tear)
• For any exchanges, returns & faults - Please email first!: hello@frahmjacket.com
• We pay for shipping from us, but not returns shipping
• We recommend sending you send it back on a registered & insured service
• Please send your garment back well protected. We can't refund or exchange damaged goods

TAXES (boooo)

• All UK/EU orders must pay 20% sales tax (VAT) by law
• All non UK/EU orders will have their 20% sales tax removed at checkout
• If you’re outside the EU, you may have to pay local customs charges. That’s out of our control
• Our website should automatically detect where you are, and present prices accordingly. If not, prices will be corrected at checkout once you add your address.

WE ACTUALLY DO CARE

• We’re really helpful & we care, because we own FRAHM, it'd be crazy and unpleasant not to want to. Just ask, we'll do our best

RETURNS ADDRESS 

(after you’ve sent us an email on hello@frahmjacket.com please)