Delivery & Returns

We know delivery dates, shipping costs and returns aren't the most exciting part of choosing something fabulous for your home, so we've made things as simple as possible.
If you have any questions about an order, need something for a particular date or aren't sure which lampshade size to choose, our lovely team is always happy to help.


Handmade Lampshade Lead Times

Every Love Frankie lampshade is handmade to order in our UK workshop, so please allow a little time for us to work our magic.

Our production time changes throughout the year depending on how busy our workshop is. You'll always find our current lampshade lead time in the banner at the top of the website.
Need your lampshade for a particular date? Please contact us before ordering and we'll let you know what's possible.

All other in-stock items are usually dispatched within 3–5 working days, unless a different lead time is shown on the individual product page.
Please note that wallpaper rolls and some wallpaper samples are dispatched directly from our suppliers and may have different lead times.


Ordering More Than One Item

If your order contains products with different lead times, we may hold your order until everything is ready and send it together.
Occasionally, it may make more sense to send items separately. If this applies to your order, our Customer Service team will let you know.
Orders qualifying for free UK delivery, or placed during certain promotional offers, will normally be dispatched together once the item with the longest lead time is ready.


UK Delivery

We use trusted tracked courier services for our larger parcels, with smaller parcels sent via Royal Mail.
Once your order has been dispatched, we'll send you tracking information where available.

UK Shipping Prices

Mainland UK Standard Delivery: £5.95
Mainland UK Small Item Delivery: £2.95
Scottish Highlands, Scottish Islands & Isle of Wight: £15
Northern Ireland: £15
Channel Islands, Isle of Man & Isles of Scilly: £25


Free UK Delivery

We offer free standard delivery on Mainland GB orders over £100.
Free delivery can be used alongside our 10% welcome discount, but may be unavailable during selected 15% or 20% promotional events.


European Delivery

Yes, we ship to Europe.
European delivery charges vary by destination and are calculated per parcel or consignment. Larger orders requiring more than one box may incur an additional shipping charge.

VAT, customs and import requirements vary depending on the destination and value of your order, so we've created a dedicated guide explaining exactly how European orders work.

Please visit our Shipping to Europe page for current European delivery charges, VAT, IOSS and customs information.

International shipments can occasionally experience customs delays which are outside our control, but we'll always provide tracking information and help wherever we can.



International Delivery

We also ship to selected destinations worldwide.

USA & Canada: from £80
Australia & New Zealand: from £110

Because lampshades can be wonderfully enormous while weighing very little, international delivery costs depend heavily on the size, number of boxes and destination of your order.

The shipping charge shown at checkout is therefore an estimate based on a standard consignment. If your order requires additional boxes or specialist shipping, we may contact you before dispatch to arrange any additional delivery charge.

For larger international orders, we'd always recommend contacting us before ordering so we can provide a shipping estimate.

Customs, duties, taxes and handling requirements vary between countries and orders. Where applicable, we'll make the relevant information clear during the ordering and shipping process.



RETURNS

We hope you absolutely love your Love Frankie order. If something isn't quite right, please contact us and we'll help.
For standard products purchased through our website, you can notify us that you'd like to cancel or return your order within 14 days of receiving it.
Once you've notified us, you'll then have a further 14 days to return the item.

Please contact us before sending your return:
hello@lovefrankie.com
01803 866399

Return postage is the responsibility of the customer unless the item is faulty, damaged or we've agreed otherwise.


Returning a Lampshade?

Please measure your space carefully before ordering. Our lampshades are handmade to order and we'd much rather help you choose the right size first time.
If you're unsure, just ask us. We're very happy to help with sizing and fittings before you order.

We also offer free fabric and wallpaper swatches, which we'd recommend if you need to match a particular colour. Colours can appear differently across computer, phone and tablet screens.

When returning a lampshade, please use the original Love Frankie box wherever possible.

Our lampshade boxes are specially made to protect your shade, so please don't add extra packaging inside the lampshade itself. Extra packaging can accidentally scratch or dent the lining.


Bespoke & Personalised Lampshades

Our standard lampshades available to purchase directly through the website are different from our bespoke service.

Bespoke, personalised or custom-made lampshades cannot normally be returned or refunded.

This includes lampshades made outside our standard online collection, such as:

  • A custom size not normally offered online

  • A bespoke colour or fabric combination

  • A lampshade made using your own fabric

  • Another personalised or specially commissioned design

If you're unsure whether your order is considered bespoke, please contact us before ordering.


How to Return Your Order

Please contact our Customer Service team before sending anything back so we know to expect your return.

Include your name and order number inside the parcel and send your item using a tracked and insured service. We cannot accept responsibility for parcels lost or damaged on their return journey.

Items should be carefully packed, preferably in their original packaging, and returned in a saleable condition.

Please send all returns to:

Love Frankie Returns
Love Frankie
1 New Walk
Totnes
Devon
TQ9 5HA

Once your return has arrived safely and has been checked, we'll process your refund or applicable credit note.


Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery.

Email hello@lovefrankie.com with:

  • Your name

  • Your order number

  • Photographs showing the damage or fault

Please don't return a damaged item before speaking to us. We'll let you know what to do next and get everything sorted as quickly as possible.


Still Have a Question?

We're real humans and we're always happy to help.
If you're unsure about delivery, returns, sizing, fittings or an international order, just get in touch:

Email: hello@lovefrankie.com
Call: 01803 866399

Or pop into The Love Frankie Store, 1 New Walk, Totnes, Devon, TQ9 5HA.