Refund policy

Every Frances Design scarf is made to be treasured. If something isn't quite right, we're here to help.

Change of Mind Returns

You have 14 days from the date you receive your order to return it if you've changed your mind.

If you're unsure, we recommend holding onto the original packaging until you know it's the one.

Before you send anything back, please contact us at rachael@francesdesign.co.nz. We'll need:

Your name and order number
The item(s) you're returning
Your reason for return
Whether you'd like an exchange, store credit, or refund

Returns sent without contacting us first may not be able to be processed.

Condition Requirements

To be accepted, your scarf must be:

Unused, unwashed and undamaged
In its original condition with the label still attached
In the original box and packaging

Refunds

Once your return arrives with us, please allow 5–7 business days for processing.

Refunds are issued to your original payment method.
Store credit is issued in the original customer's name and is valid for 12 months.
Original shipping costs are non-refundable.
Return shipping for change-of-mind returns is at your own cost, and we're not able to take responsibility for parcels lost or damaged on the way back to us — we recommend using a traceable courier.
Please allow extra time for processing over holiday periods.

Exchanges

Prefer a different size, colour or style? We're happy to arrange an exchange, subject to stock availability.

Faulty or Damaged Items

Every scarf is inspected before it leaves us, so it's rare — but if something isn't right, we'll make it right.

Contact us within 14 days of receiving your item at rachael@francesdesign.co.nz and we'll talk you through next steps. Faulty items are assessed individually and may be eligible for a full refund or replacement.

For faulty items within New Zealand, we'll cover the cost of return shipping.

Sale Items

Sale items are final and cannot be refunded or exchanged, unless the item is faulty.

International Returns

For returns from outside New Zealand, return shipping is at the customer's cost. We strongly recommend using a traceable postage method, as we're unable to take responsibility for items lost in transit.