• Request an exchange via email within 7 days of receiving your item.
• Provide proof of purchase with an invoice number or invoice name.
• Return postage is at customers expense unless faulty. (see below) 
• We reserve the right to inspect the product on return, if we feel the item has been worn a credit note will not be granted.
• It is the customers responsibility to return the item safely to us and we suggest getting tracking details as we will not be responsible for lost items. 

Please visit the store you originally purchased from either our Pacific Fair store or Westfield Chermside store with your receipt.

If you are not local and unable to make it to our store, please send us an email and we can help assist.

• No returns on earrings for hygienic reasons unless faulty.
• No returns on engraved monogrammed pieces unless faulty.
• Items purchased on sale are not included in the change of mind policy.
• Delayed shipping is out of our control therefore if items do not arrive within your expected time frame we reserve the right to resend the item if declared lost. 
• Items purchased from stockists, please contact them directly.

Our items come with a 30 day warranty.

There are no returns on any engraved monogrammed products unless faulty.

Care must be taken as per Care Guide instructions.

Natural oxidisation is not a fault of the jewellery this is something that happens to all types of metals and is out of our control. We will cover items within the warranty period if we feel care has been taken and this is a fault in the plating process. 

We do endeavour to always supply the highest quality product but as we are majority handmade there can sometimes be faults. We will happily provide refunds/exchanges for any faults that were out of your control. All of our jewellery has a 30 day warranty period. 

Please note that outside of these periods we do not accept returns for natural oxidisation of metals. Please understand that all metals will naturally start to oxidise over a period of time and this is out of our control, this time period will be sped up if jewellery is not cared for or comes in contact with chemicals such as perfumes, moisturisers etc. 

Please email hello@franklymydearstore.com including the following information to organise returning faulty items:

• Order Number or Order Name proving when the item was purchased
• A clear photograph of the fault
• Written description of the fault

Once we receive this information we will either send you a return label or will provide you with a replacement. 

If you have a faulty item purchased In Store, please visit the store you originally purchased from either our Pacific Fair store or Westfield Chermside store with your receipt.

Proof of purchase such as a bank statement can be used but you must provide the correct credit/debit card final four digits to match with our system.

Refunds for faulty items can only be issued via the original payment method such as credit card, afterpay or paypal. 

We can not cancel orders after they have started production. If we haven’t started production there is a 10% cancellation/restock fee.