Refund policy

Returns & Refunds

We don’t do returns or exchanges for change of mind. Not Frankie is made in small runs: considered, deliberate, slow. We ask that your choices are the same.

If something arrives damaged or flawed, we’ll make it right.
Email hello@notfrankie.co.nz within 7 days of delivery with:
– your order number
– a short note
– a photo of the issue

We’ll come back to you with a replacement or a refund. No need to send anything back unless we ask.

Refunds
Approved refunds go back to your original payment method. Timing depends on your bank. If it hasn’t landed after a week, check with them first, then with us.

Sale items
No refunds or exchanges on sale pieces unless they arrive damaged. No exceptions.