What is your policy on returns, refunds and exchanges?

REFUNDS & RETURNS
We want you to be 100% satisfied with your purchase.  If you would like to return something please contact us within 2 weeks of receiving your order; remember to quote your order number. To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Please be aware some products are non-returnable.  Gift cards, digital download items, and personalized/customized items may not be returned.

For returns, please package your items with care. It is recommended that you ship with a tracking number as proof of shipment.  Shipping costs on returned items are not refunded.  If you would prefer to receive a pre-paid postage return label for your return please contact hello@frankieandclaude.com; if you select this option the cost of return shipping will be deducted from your refund. Refunds will be credited back to the original method of payment. Please note, it may take one to two billing periods before refunds appear on your credit card statement, depending upon your financial institution.

GIFTS
If you received an item marked as a gift that was shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

EXCHANGES
If your order arrived damaged, simply provide a photo of the damaged item and a replacement of the damaged or defective item will be shipped to you immediately. 

How long does it take to process my order?

We process all orders as quickly as possible. Our standard turn around time for non-custom, non-personalized orders is 2-3 business days, plus shipping. Art prints may take 3-5 business days to ship. Custom orders follow their own production time schedule and may take slightly longer to process. Custom stamps may take up to 2 weeks to ship to allow time for you to approve your stamp proof prior to our making your custom stamp.

Will you ship my order to a friend? It's a gift.

Absolutely! If you are purchasing a gift to be shipped to a different recipient, please simply list the recipients address as the shipping address when you checkout. 

Who pays for customs/import fees on international orders?

Buyers are responsible for any and all duties and customs charges that may be incurred. All international orders are appropriately marked as "merchandise" and include the actual cost of the item, as required, on the customs form.

Oops, I forgot one thing... Can I add to my order?

Once our system receives your order it is immediately transferred to processing and shipping, at which point we are unable to make any changes to your order. Orders process as quickly as possible.

Where can I purchase your phone cases?

Our phone case collection can be found exclusively on Casetify at www.casetify.com/frankieandclaude. We currently offer our case designs to fit a variety of both iPhone and Android phones. New designs are added throughout the year.

Are your products eco-friendly?

Yes! We love the earth, and want to keep it beautiful and green. We are located in the great Pacific Northwest after all.

We make every effort to be as eco-friendly as possible. We proudly use paper products which are Forest Stewardship Council (FSC) certified to come from responsibly managed forests, made using 100% renewable energy sources and are made from recycled fibers from 30% to 100% post consumer waste (PCW). Our packaging and shipping supplies are constructed of recycled materials, and we re-use packaging materials and boxes. Frankie & Claude is always looking for ways to enhance the eco-friendliness of our products and processes giving you beautiful, high quality green choices.

Are you accepting new Wholesale accounts?

Yes! We would love to consider you as a new Harvest Paper Co. retailer. We currently partner with shops throughout the US, Canada, Australia, and Europe. Please complete our Wholesale Inquiry Form. All inquiries are reviewed promptly. Only approved wholesale accounts will receive Harvest Paper Co. wholesale pricing and ordering information.

Still have a question?

Contact us. Easy as pie.