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Getting your FRAHM

UK Deliveries: 

We offer Free Standard shipping on all UK orders. When in stock, we aim to ship in 2-3 days if the order is received before 4pm.

Pre-order delivery dates are listed on the product page.

Europe: We offer Free Standard Shipping on all orders over £200. Orders under £200 are charged at £10. Delivery is typically 5-7 days days & all orders are tracked.

Europe Express Shipping typically takes 1-2 days if your order is placed before 4pm. This is £20.

Rest of World: We offer Free Standard Shipping on all orders over £300. Orders under £300 are charged at £20. Delivery is typically 5-15 days & all orders are tracked.

Rest of World Express Shipping typically takes 3-4 days if your order is placed before 4pm. This is £30.

Please note that any duties payable will not be displayed at checkout & you will have to pay these duties directly.

How do i return or exchange an unwanted garment?

Once you have received your garment, you have 90 days to refund or exchange it, so long as it is unworn, undamaged and unwashed (just tried on please). 

If you would like to cancel or swap a pre-order, you have unlimited time to do so prior to the item being shipped.

START YOUR RETURN OR EXCHANGE HERE

Please make sure you send any garments back in their original packaging with all labels still attached. If possible, please use the biodegradable plastic bag that your item comes in as this is what protects it from getting damaged. These are high value items & we cannot refund damaged items, which we think is fair. 

All returns are free of charge.

It's worth noting that if you had to pay import fees to receive your first order, these may be charged again on the exchange too.

Please note that if you choose your own carrier for returns, we will not be able to track the package and cannot be held responsible for the safety of the package during transport.

Sustainably packed

We use 100% recyclable & compostable paper bags to ship all of our garments. We've chosen a heavy weight paper to ensure your items are protected during transport. The great news? You can pop them in the compost with your veg peelings or recycle with any other paper waste.

How do I get an item repaired?

If you have a manufacturing fault that needs repairing, please make sure you get in touch with us at hello@frahmjacket.com first.

We will only replace items if they are defective or damaged and it’s our fault.

Once we have spoken to you and confirmed your repair or alteration, please mail your product to:


City Tailors.

C/O FRAHM RETURNS

1st Floor, 25 Milsom Street

Bath

Somerset

BA1 1DG

For customers outside the UK, we will reimburse customers for repairs to be done locally, if we feel it's a fair fault. Please speak to our customer service team first.

FREQUENTLY ASKED QUESTIONS

You can still send back your item using our ONLINE RETURNS PORTAL.

Please use our preferred carrier DHL. This enables us to track your package.

Returns are free. But please note that you may be subject to local duties or taxes on exchanged items.

Any packages sent by other carriers not supported by our returns portal are sent at your own risk.

As long as there is stock available, we can easily change your pre-order to a different size or colour. Use our ONLINE RETURNS PORTAL to do this.

If you need your exchange quickly, we recommend refunding your original order and placing a new order for the replacement item. This will guarantee you get your first choice for low stock items as we cannot hold items until the exchange has been processed.

If you'd like to exchange your jacket for a new size or colour, please use our ONLINE RETURNS PORTAL and follow through step by step.

You can swap for the same item in a different size or colour, or choose a completely different item. If you have any questions get in touch at hello@frahmjacket.com and we can talk you through your options.

Unfortunately we are unable to reserve pieces until we have received your original item back.

If your replacement choice is low in stock we recommend placing a second order immediately to ensure you get your choice. Instead of selecting exhange in the returns portal, choose to refund your item & you will receive a full refund for your original order once it has arrived with us back at our warehouse.

If you have placed a pre-order for a jacket, you can cancel this at any time before delivery for a full refund.

We’ll cancel any order during the pre-order period, straight away. If you've already received your item, we'll refund you for any reason within 90 days of you receiving it, as long as it’s unused, undamaged & unwashed (just tried on for size).

Yes. The refund process is the same as with any other FRAHM garment.

Absolutely, but please ensure that the correct paperwork for each order is enclosed in your returns parcel.

You will need to go through our Online Returns Portal for each order number that you are returning & ensure all items are with the 90 days returns window.

We aim to process all refunds within 14 days of our warehouse receiving them. We hope to get it processed quicker than this, but sometimes post can be delayed or there can be hold-ups at our warehouse. If you are worried about your refund please get in touch and we can follow up for you, but please try not to do so until the 14 days has passed. 

Payments should be processed immediately, but sometimes it can take up to 5 working days to appear in your account. Paypal is particularly cheeky. 

All UK returns are free of charge.

Returns from Europe, USA & Rest of World are charged at £10.

If you live outside the UK, we automatically remove VAT at the checkout. If this takes your order under the free shipping threshold, you will still need to pay the shipping costs.

Unfortunately we are unable to hold orders. However in the UK we use DPD to send your order. DPD let you change your order date or leave with a neighbour, safe space or local shop. Once it is despatched and you get your tracking number, we recommend you download the DPD app to make any changes you would like.

FRAHM will not pay duties on your order. You will need to pay for any duties incurred for importing your order. These will not display on the checkout & will be calculated when the courier imports your parcel to the country you have had it delivered to.

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