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Arrived Damaged

Frequently Asked Questions
What do I do if my item arrived damaged?

We are so sorry if your order has arrived in less than perfect condition.

Always inspect your order on receipt of delivery and inform us of damage immediately.

If your product was received in damaged condition or doesn't work correctly, please complete the online return as described in the next FAQ.

Take photos and send them to hello@franktons.com and tell us what you can about the damage or defect.

How to I start this type of return?

All returns are completed online and you don't need to have an account setup previously.

Go to your customer account with this link.

Enter the email address used to place the order. A security code will be sent to this address, enter this code on the following page to login.

You'll be presented with a list of previous orders. Choose the order that contains the product(s) you wish to return. 

Choose "Request return" on the right hand side. 

Check off each item you want to send back and choose the reason as "Damaged or defective".

Then click "Request Return".

What happens next?

We will arrange for the collection of the damaged item and delivery of the new one.

If the item you are returning is large or heavy, we will have to make arrangements with you ensure that you're in at the time.

Will you collect my item?

We will arrange collection of the old item and delivery of the replacement.

In exceptional cases, we may ask you to assist us in returning the old item by taking it to a drop-off location.

Will I pay for returning a damaged or faulty item?

You will not pay for any of the additional costs incurred when replacing a damaged or defective item.