The window
You have 30 days from delivery to start a return. The date on the carrier’s delivery confirmation is the date the clock starts.
Over the winter holidays we extend it: anything delivered between 1 November and 24 December can be returned until 31 January.
Condition
To be refunded in full, an item must come back:
- unworn and unwashed
- with all original tags still attached, including the yellow sleepwear tag where there is one
- free of pet hair, smoke, perfume and marks
- with any hygiene wrapping intact, where the item had one
Trying something on is fine — that is what the window is for. Wearing it to the park is not.
What cannot be returned
- Intimate garments once the hygiene wrapping is opened. This covers infant bodysuits and underwear. It is a hygiene rule, not a preference, and it is standard across children’s clothing retail. These items are individually wrapped and clearly marked; the product page says so before you buy.
- Items returned after the window has closed, unless they are faulty.
- Items that have been worn, washed or altered.
- Items with the tags removed, unless faulty.
Nothing here limits your rights if an item is faulty or was not as described. Those items can be returned at any reasonable time, at our cost, including intimate garments and including items with the tags removed. See faulty or misdescribed.
How to start a return
- 1Tell usEmail support@frankadamapparel.shop or call +1 818 170 3082 with your order reference and which items are coming back. No form to fill in.
- 2We send a labelWe reply within one business day with a prepaid return label and the return address. Do not send anything back before you have that label — we cannot match unlabelled parcels to orders.
- 3Pack and sendPut the items back in the original packaging if you still have it, or any secure packaging if not. Attach the label and drop it off.
- 4We refundWe inspect on arrival and refund within 5 business days. You get an email when the refund is issued.
Who pays for return shipping
- Wrong size, changed your mind: USD $5.95 is deducted from your refund to cover the prepaid label. Use your own carrier instead if you would rather — we deduct nothing, but the parcel is your responsibility until it reaches us.
- Faulty, damaged, wrong item sent, or not as described: we pay. Nothing is deducted.
- Your first return on your first order: free, whatever the reason. Sizing takes a go to get right.
Refunds
- Refunds go back to the original payment method. We cannot refund to a different card or account.
- We issue the refund within 5 business days of the return arriving.
- Your bank then takes its own time, usually 3 to 10 business days, to show it on your statement.
- Original shipping is refunded if you return the whole order, or if the return is our fault. It is not refunded on a partial return of an order you chose to split.
- Sales tax is refunded in proportion to the items returned.
- We do not offer store credit in place of a refund. You get your money back.
Exchanges
We do not run a formal exchange process, because holding an item while a return travels back usually means the size you wanted has gone.
Order the replacement now and return the original. That way you get the size you need at today’s stock, and the refund follows. If you tell us you are doing this, we waive the return shipping deduction on the original.
Unsure which size to order instead? Use the size finder or send us the height on the sizing help page and we will tell you.
Faulty or misdescribed
If a garment is faulty, arrives damaged, or does not match its description on this site, tell us and we will replace it or refund it in full, including all shipping, at our cost. This applies beyond the 30-day window and applies to items whose tags have been removed.
If the fault is a safety matter — a fastening that has come away, a seam that has failed, a cord that should not be there — please tell us straight away and quote the batch number from the tracking label. We treat those differently: we investigate the whole batch, not just your item. See the safety standards page and recall notices.
Cancelling before dispatch
Email or call us any time before dispatch and we will stop the order and refund in full, with nothing deducted. Orders dispatch within 1–2 business days, so please tell us quickly.
Gifts
Gift recipients can return items within the same window on the same conditions. We will need the order reference or the buyer’s name and email address to find the order. Refunds go to the original payment method, so the buyer will see it — there is no way around that.
If you are buying a newborn gift and are not sure of the timing, order the larger size. Nothing is wasted; a baby reaches it soon enough.