Refund policy
Return and Refund Policy
Thank you for shopping with LA FRANKA. We want our customers to feel confident when placing an order with us. Please read this Return and Refund Policy carefully before making a purchase.
By placing an order on our website, you agree to this Return and Refund Policy, along with our Terms of Service, Shipping Policy, Privacy Policy, Legal Notice, and any other policies published on our website.
GENERAL POLICY
LA FRANKA is an online retail store. Some products may be sourced, fulfilled, packaged, or shipped directly by third-party suppliers, manufacturers, warehouses, logistics partners, or international suppliers.
Because some items are shipped directly from suppliers, return eligibility, return addresses, processing times, replacement options, and refund availability may vary depending on the product, supplier, product condition, shipping status, and reason for the request.
We review each return, refund, replacement, or exchange request on a case-by-case basis.
Submitting a return or refund request does not automatically guarantee approval.
RETURN REQUEST TIMEFRAME
Customers must contact us within 14 days of the delivery date if there is an issue with an order.
Issues may include:
Damaged item
Defective item
Wrong item received
Missing item
Incorrect size or color sent by mistake
Item significantly different from the product description
Order marked as delivered but not received
Other order-related problems
Requests made after 7 days from the delivery date may not be eligible for a refund, replacement, exchange, or other resolution.
For any issue, customers must contact us as soon as possible and provide all required information and evidence.
ELIGIBILITY FOR RETURNS, REFUNDS, OR REPLACEMENTS
To be eligible for a return, refund, replacement, or exchange, the customer must provide proof of purchase and evidence of the issue.
Depending on the situation, we may require:
Order number
Full name used on the order
Email address used at checkout
Clear photos of the item
Clear photos of the packaging
Photos of the shipping label
Videos showing the issue, if needed
Description of the problem
Any other information reasonably necessary to review the request
Items must be unused, unworn, unwashed, undamaged by the customer, and in the same condition received, unless the item arrived damaged or defective.
Items must include original packaging, tags, labels, accessories, manuals, parts, and any included items when applicable.
LA FRANKA reserves the right to deny any request if the customer does not provide enough evidence, if the item was used or damaged by the customer, if the request is outside the allowed timeframe, or if the request does not meet the requirements of this policy.
DAMAGED, DEFECTIVE, OR WRONG ITEMS
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
We may offer one of the following solutions, depending on the situation:
Replacement item
Refund
Partial refund
Store credit
Exchange
Other reasonable solution
The final resolution will depend on the evidence provided, product availability, supplier policy, shipping status, and applicable law.
Customers should not return any item before receiving instructions from us.
If a return is required, we will provide instructions regarding the return process and return address.
MISSING ITEMS
If an item is missing from your order, please contact us within 7 days of delivery.
If your order contains multiple items, they may be shipped separately from different suppliers or warehouses. In this case, items may arrive in separate packages and at different times.
Before approving a missing item claim, we may review tracking information, supplier information, package details, shipping labels, and delivery confirmation.
If an item is confirmed missing, we may offer a replacement, refund, partial refund, store credit, or another reasonable solution.
ITEM NOT RECEIVED BUT MARKED AS DELIVERED
If tracking information shows that your package was delivered but you did not receive it, please contact us as soon as possible.
Before contacting us, please check:
Your mailbox
Front door
Porch
Building office
Reception desk
Neighbors
Household members
Local carrier office
Any safe delivery location around your address
Once a package is marked as delivered by the shipping carrier, LA FRANKA is not responsible for lost, stolen, misplaced, or missing packages.
However, we may try to assist you by reviewing tracking information or advising you to contact the shipping carrier.
In some cases, customers may need to file a claim directly with the shipping carrier.
LA FRANKA does not guarantee refunds or replacements for packages marked as delivered by the carrier.
ORDER CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible.
We will do our best to help. However, once an order has been processed, fulfilled, packed, shipped, or sent to the supplier, we may not be able to cancel it.
Because some orders are processed quickly by third-party suppliers, cancellation is not guaranteed.
If cancellation is possible, we will confirm it by email or through our customer support communication.
If the order has already been processed or shipped, the customer may need to wait until delivery and follow the return process if eligible.
CHANGE OF MIND RETURNS
Because many of our products may be fulfilled by third-party suppliers and international warehouses, we do not guarantee returns or refunds for change of mind, buyer’s remorse, accidental orders, personal preference, or customer dissatisfaction unrelated to damage, defect, or incorrect item.
Examples of change of mind include but are not limited to:
Customer no longer wants the item
Customer found a lower price elsewhere
Customer ordered the wrong size
Customer ordered the wrong color
Customer ordered the wrong item
Customer changed their mind after purchase
Customer expected a different look, feel, size, color, or material
Customer did not read the product description, size chart, shipping estimate, or store policies
If we decide to accept a change-of-mind return as an exception, the customer may be responsible for all return shipping costs, original shipping costs, customs fees, handling fees, and any other related costs.
Return approval for change-of-mind cases is not guaranteed and is at the discretion of LA FRANKA.
SIZE, COLOR, AND PRODUCT EXPECTATIONS
Customers are responsible for reviewing product descriptions, photos, size charts, measurements, color options, materials, compatibility details, shipping estimates, and all product information before placing an order.
Colors may appear different depending on screen settings, lighting, photography, and product batches.
Measurements may vary slightly due to manual measurement, manufacturing differences, or supplier variations.
LA FRANKA is not responsible if a customer chooses the wrong size, color, model, or product variation.
Returns or refunds for incorrect size, color, or product selection made by the customer are not guaranteed.
If the wrong size, color, or item was sent due to supplier or fulfillment error, please contact us within 7 days of delivery with photos and order details.
NON-RETURNABLE ITEMS
For hygiene, safety, supplier restrictions, and business reasons, certain items may not be eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect.
Non-returnable items may include, but are not limited to:
Beauty products
Skincare products
Makeup
Personal care items
Hair products
Hygiene products
Undergarments
Swimwear
Bodysuits
Shapewear
Jewelry and earrings
Opened or used items
Customized or personalized products
Final sale items
Clearance items
Gift cards
Digital products
Items damaged by the customer
Items without original packaging
Items returned without approval
Items returned to the wrong address
If an item is marked as final sale, clearance, non-returnable, or special order, it may not be eligible for return, refund, or exchange unless required by applicable law.
RETURN SHIPPING COSTS
Return shipping costs may vary depending on the product, supplier, return location, and reason for the return.
If the return is due to customer error, change of mind, wrong size selected by the customer, wrong color selected by the customer, incorrect address provided by the customer, or personal preference, the customer may be responsible for return shipping costs and any related fees.
If the return is due to a confirmed damaged, defective, or incorrect item caused by supplier or fulfillment error, we may provide a solution such as replacement, refund, partial refund, store credit, or return instructions depending on the situation.
Customers should not send items back without receiving return instructions from LA FRANKA.
LA FRANKA is not responsible for items returned without authorization, returned to the wrong address, lost in return shipping, or returned without tracking.
RETURN ADDRESS
Do not return items to the address on the package unless we specifically instruct you to do so.
Because some products may be shipped from third-party suppliers or international warehouses, the return address may be different from the sender address shown on the package.
If a return is approved, we will provide return instructions and the correct return address when applicable.
Items returned without approval or sent to the wrong address may not be eligible for refund, replacement, or exchange.
REFUND PROCESS
If a refund is approved, the refund will be processed to the original payment method when possible.
Refund processing times may vary depending on your bank, card issuer, payment provider, and payment method.
After we issue a refund, it may take several business days for the funds to appear in your account.
LA FRANKA is not responsible for delays caused by banks, card issuers, or payment processors.
Original shipping costs, return shipping costs, customs fees, import duties, taxes, handling fees, and other charges may be non-refundable unless required by law or stated otherwise by LA FRANKA.
PARTIAL REFUNDS
In some cases, a partial refund may be offered instead of a full refund.
Partial refunds may apply when:
The item is usable but has a minor issue
Only part of the order is affected
The customer chooses to keep the item
The item has minor cosmetic differences
The issue does not prevent normal use
The item was delayed but still delivered
The item was returned used, incomplete, damaged, or missing packaging
Other circumstances make a partial refund more appropriate
Partial refunds are reviewed case by case and are not guaranteed.
STORE CREDIT
In some cases, LA FRANKA may offer store credit instead of a refund.
Store credit may be offered for:
Change-of-mind situations
Late return requests
Minor product issues
Customer preference issues
Special exceptions
Promotional resolutions
Store credit has no cash value and may only be used on our website unless otherwise stated.
EXCHANGES
Exchanges may be available depending on the product, supplier, inventory, shipping status, and reason for the request.
Exchanges are not guaranteed.
If an exchange is approved, customers may be responsible for return shipping, reshipping costs, price differences, customs fees, or other related charges unless the exchange is due to a confirmed supplier or fulfillment error.
REPLACEMENTS
If an item arrives damaged, defective, or incorrect, we may offer a replacement if available.
Replacement availability depends on supplier inventory, product availability, shipping restrictions, and the nature of the issue.
If a replacement is not available, we may offer a refund, partial refund, store credit, or another reasonable solution.
LATE OR MISSING REFUNDS
If you have not received an approved refund yet, please first check your bank account again.
Then contact your credit card company, bank, or payment provider. It may take time before your refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us through the contact information provided on our website.
CHARGEBACKS AND PAYMENT DISPUTES
We encourage customers to contact us first before opening a chargeback or payment dispute.
Opening a chargeback or payment dispute without contacting us may delay the resolution process.
If a chargeback or payment dispute is opened, we reserve the right to provide order records, tracking information, delivery confirmation, customer communication, product evidence, policy records, and any other relevant documentation to the payment provider or financial institution.
Fraudulent chargebacks, false claims, return abuse, refund abuse, or policy abuse may result in refusal of future service, cancellation of future orders, or other appropriate action.
CUSTOMS, DUTIES, AND INTERNATIONAL RETURNS
International customers are responsible for any customs duties, import taxes, VAT, tariffs, brokerage fees, or other charges imposed by their country unless clearly stated otherwise at checkout.
Customs fees, import taxes, duties, and related charges are generally non-refundable.
If an international package is refused, rejected, abandoned, returned, delayed, confiscated, or destroyed by customs or government authorities, LA FRANKA is not responsible for the loss, delay, fees, or damages.
International returns may be more expensive and may not always be available depending on the supplier, product, and destination.
REFUSED OR UNDELIVERABLE PACKAGES
If a package is refused, unclaimed, undeliverable, returned due to incorrect address, or returned because the customer failed to pay customs duties, taxes, or import fees, the customer may not be eligible for a full refund.
Any refund, if approved, may be reduced by shipping costs, return shipping costs, supplier fees, customs fees, handling fees, or other related costs.
LOST RETURN PACKAGES
If a return is approved and the customer is responsible for shipping the item back, we recommend using a trackable shipping service.
LA FRANKA is not responsible for return packages lost, stolen, delayed, or damaged during return shipping.
If a returned package is not received, we may not be able to issue a refund, replacement, or exchange.
FINAL DECISION
LA FRANKA reserves the right to make the final decision on all return, refund, replacement, exchange, store credit, and cancellation requests, to the maximum extent permitted by applicable law.
All requests are reviewed based on the evidence provided, product condition, supplier policy, shipping status, customer communication, and applicable law.
POLICY ABUSE
We reserve the right to refuse returns, refunds, replacements, exchanges, or future service if we believe a customer is abusing our policies.
Policy abuse may include but is not limited to:
Repeated refund requests
False claims
Fraudulent chargebacks
Returning used or damaged items
Claiming items were not received when tracking shows delivery
Providing false evidence
Threatening or abusive behavior
Misuse of promotions
Attempting to receive free products unfairly
CONTACT US
If you have any questions about your order, return eligibility, refund status, damaged items, missing items, or any other concern, please contact us through the contact information provided on our website.
Please include your order number, full name, email address used at checkout, and a clear explanation of the issue.
By placing an order with LA FRANKA, you confirm that you have read, understood, and agreed to this Return and Refund Policy.