DELIVERY TERMS & CONDITIONS
COVID-19 DELIVERY UPDATE:
Due to the issues and delays caused by the current pandemic we have increased our lead-time to around 7 weeks for all of our handmade lampshades.
All Love Frankie lampshades are handmade to order and hold a lead time of approximately 7 – 14 working days. (two – three weeks). During busy periods such as Christmas and promotional sales this lead time can increase to 14 – 21 working days (three – four weeks).
Please contact us if you are in a rush for your order as we will do everything we can to help you meet your deadlines.
Any other item ordered from the Love Frankie website will have a lead time of 3 – 5 working days unless otherwise stated on the product page.
– If you order more than one item, it is possible that your order will be delivered at different times.
– Please note that dispatch estimates are not guaranteed dispatch times and should not be relied upon as such.
We deliver both to the UK and internationally.
All large packages will be delivered on a next day tracked and insured service with DPD local. Once the shipping labels have been produced DPD Local will email/text you with your tracking number and on the day of delivery you will receive a text with your one hour delivery slot.
Small packages will be shipped via Royal Mail.
* Our Free Shipping Offer Over £100 is only applicable on orders shipped to Mainland UK. This offer cannot be used in conjunction with any discount code.
UK Shipping Costs
Mainland UK Standard Shipping – £5.95
Mainland UK Small item Shipping – £2.95 (Flex by the metre, A4 Prints)
Scottish Highlands / Scottish Islands and Isle of Wight – £12.00
Channel Islands, Isle of Man, Isle of Scilly – £18.00
Northern Ireland and Republic of Ireland – £15.00
European Shipping Costs
European shipping prices are listed “per box”, if your order requires more than one box, please be aware we will request further shipping from you.
Standard Prices per Consignment:
Belgium, France, Germany, Netherlands, Luxembourg – £18.00
Austria, Denmark, Switzerland – £25.00
Czech Republic, Italy, Slovenia, Spain – £30.00
Croatia, Estonia, Finland, Hungary, Poland, Portugal, Slovakia, Sweden – £35.00
Bosnia, Bulgaria, Iceland, Latvia, Lithuania, Norway, Romania, Serbia, Ukraine – £45.00
Russia – £75.00
International Shipping Costs
From £50.00
International Shipping will be worked out once your order has been placed and we know the exact address and the size and weight of your order. Please be aware that we will request further shipping funds once your order is packed and ready for dispatch. Please email us for a shipping quote before you place your order.
The customer is responsible for any import duty or customs charges.
Please note: we reserve the right to decline orders for delivery to some countries if delivery charges or import taxes are prohibitive.
As we process your order, we will inform you by email or phone if any products you order turn out to be unavailable or if delivery time will be longer than stated.
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You have the right to cancel your order at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. You must notify us via email at hello@lovefrankie.com if you wish to cancel your order within this time period. You then have a further 14 days from the date you notify us of your cancellation to return your order.
A credit note will be issued to the value of the item(s) returned if the request to return is made after the 14 days from the date of delivery. No Credit notes or refunds will be given if the request to return your order is made after 2 months from the date of delivery.
Personalised / Bespoke Lampshades.
Refunds and/or credit notes will not be issued on any bespoke, made for you lampshades. These include lampshades which are not part of our current stock collection available to view online. For example: if you provide your own material or choose a size or colour combination outside our set stock sizes available online.
Please please remember that all our lampshades are lovingly handmade to order so we ask that you make sure to measure your space carefully to ensure you order the correct size is ordered to avoid returns. We are on hand to advise on sizing if need be.
We offer free fabric swatches of all our fabrics and wallpapers. Please remember that computer, phone and tablet screens reproduce colours differently.
The cost of return postage is the buyers responsibility, unless otherwise arranged.
Please return all items to –
Love Frankie
34 High Street
Totnes
Devon
TQ9 5RY
Returns
We ask you to use a tracked and insured courier as we cannot be responsible for any loss or damages to your item on the return journey. They must be packed with care in their original packaging and arrive back with us in a saleable condition.
If you are returning lampshades we request that you use the original box and do not use any extra packaging inside. The boxes we use are especially made for us, making them super strong and almost indestructible. Extra packaging inside the parcel can often dent the lampshades during transit.
Once your order arrives safely at our store we will issue a refund / credit note.
All orders must be returned in a saleable condition, at the discretion of Love Frankie only credit notes will be issued if the order is not returned in a saleable condition. Refunds will not be given.
Please make sure you put all your details in the box including your name and order number. Failure to do so will result in a delay in processing your refund and/or credit note.
If your item arrives with you damaged or faulty you must inform us within 48 hours of receiving the delivery. Please include your name, order number and images of the damaged item.
We request that you do not return the items until you have contacted customer services first. Please call 01803 866399 or email hello@lovefrankie.com