DELIVERY TERMS & CONDITIONS

LAMPSHADE LEAD TIME:

May 2024 – The current lampshade lead time is 2 – 3 weeks.

BREXIT DELIVERY UPDATE:

Love Frankie are registered for IOSS to make shipping to the EU a smoother process. For full details please see Shipping to the EU

Love Frankie Delivery Terms & Conditions

All Love Frankie lampshades are handmade to order and hold a lead time of approximately 2 – 3 weeks. During busy periods such as Christmas and promotional sales this lead time can increase to 5 – 6 weeks.
EXTENDED LAMPSHADE LEAD TIMES WILL BE ADVERTISED IN A BANNER ACROSS THE TOP OF THE WEBSITE.

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.

SPECIFICS:
– If you order more than one item, it is possible that your order will be delivered at different times.
– If you order more than one item, it is also possible that your order will be held at our workshops until the order is complete and ready to dispatch in full.  Our Customer Service team will advise how we are managing your order.
– If you have ordered more than one item AND used a Discount Code or taken advantage of our FREE DELIVERY offer for orders over £100, your order will be held at our workshops until the item with the longest lead time is ready for dispatch.  We are unable to split ship orders which have free delivery applied.  Our Customer Service team will advise you once your order has been placed.
– Please note that dispatch estimates are not guaranteed and should not be relied upon as such.
– Wallpaper rolls and some wallpaper samples are sent direct from the supplier with differing lead times.  Please see delivery details on individual product pages.

SHIPPING Where do we ship?

We deliver both to the UK and Internationally with our couriers DPD Local, Royal Mail and UPS. We will always aim to get you the most reliable and cost efficient service from our courier providers.

UK:
All large packages will be delivered on a next day tracked and insured service with DPD local or UPS. Once the shipping labels have been created, Love Frankie and our Courier will email you with your tracking number.

Small packages will be shipped via Royal Mail.

* Our Free Shipping Offer Over £100 is only applicable on orders shipped to Mainland UK.
* Our Free Shipping Offer Over £100 is available for use with your 10% welcome discount, but is disabled for any 15% / 20% promotional sales.

Shipping How much does it cost?

UK Shipping:
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 – £14.00
Channel Islands, Isle of Man, Isle of Scilly – £20.00
Northern Ireland – £12.00


European Shipping:
For Full Terms and Conditions on selling to the EU please click HERE 

European shipping prices are listed per consignment or “per box”, if your order requires more than one box, please be aware we may request further shipping from you.

Love Frankie now offer IOSS on all shipments to the EU under 150 Euros.  For full details please visit our Shipping To The EU Page.

Standard Prices per Consignment (Box):
Republic of Ireland – £15.00
Belgium, France, Germany, Italy, Spain Netherlands, Luxembourg: £25.00
Austria, Denmark: £30.00
Czech Republic, Slovakia: £35.00
Croatia, Estonia, Finland, Norway, Hungary, Poland, Portugal, Slovenia, Sweden, Switzerland: £40.00
Bulgaria, Greece, Latvia, Lithuania, Romania: £50.00
Bosnia, Iceland, Norway, Serbia, Ukraine: £70.00


International Shipping:
Australia & New Zealand – From £110
United States of America & Canada – From £90

International Shipping costs will be finalised once your order has been placed and we know the exact delivery address and the final size and weight of your order. Please be aware that we could 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, handling fees 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.

LOVE FRANKE RETURNS TERMS & CONDITIONS

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.

RETURNS Where do I return my item?

In the first instance, please contact our Customer Services team at hello@lovefrankie.com or call us to register your return on 01803 8366399

Please return all items to –

Love Frankie
Unit 3
Babbage Court
Babbage Road
Totnes
Devon
TQ9 5JE

01803 866399
hello@lovefrankie.com

RETURNS Conditions for a refund

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 a lampshade, 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 and we have them sprayed to make them rigid and super strong.   Extra packaging inside the parcel can often dent or scratch the lining of the lampshades so please refrain from putting anything inside the shade.

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 email hello@lovefrankie.com.