Returns & Exchanges

We hope you love your new purchase! However, if for any reason you would like to return or exchange your items, follow the steps below.

Returns

Shipping costs associated with the return of items are considered the responsibility of the customer. You are welcome to return items via your preferred shipping provider. We recommend using a trackable postage method.

If you would like to use our UPS courier to return your order – the return shipping cost will be 12.00 EUR if you are based in the EU – and this amount will be deducted from the refund total. For customers based outside the EU, return shipping costs via UPS can be calculated upon request.

TO RETURN YOUR ITEMS PLEASE:

1. Contact us via email: customercare@francisandhenry.com providing your order number and a list of items you will be returning to receive a Returns Authorisation number (RA#) (this helps us process your return faster)

2. You will then receive an email from our system with the return instructions, return address and the RA number.

3. You may ship the items back via your preferred shipping provider (we recommend using a trackable postage method) or you may use our UPS courier to return your items. If you are located in the EU and choose to use UPS, you will receive a link to enter your address and print a return waybill OR order a UPS courier to come pick up the package from your address.  

The return shipping cost through UPS is 12.00 EUR - and this amount will be deducted from the refund total. 

If you choose to ship with a different shipping carrier, please provide us with a tracking number once you send the package back.

4. Please include the original Order Confirmation (you may print it from your email instead) with the filled out RA number and mark which items you are returning.

5. Drop the package off at the nearest UPS Access Point or keep it ready for courier pick up - depending on which option you chose.

6. You will be notified by email once your return has been received and processed.

7. All accepted returns are credited to the account used to originally purchase the items (card refunds may take up to 10 business days for your bank to complete). To make sure your items are eligible for return and to speed up the return process, please:

Return your items within 14 days of receiving your delivery.

Return your items unmarked, unworn, with their tags, and in their original and undamaged packaging as this is considered part of the product.

Return the full product – if you purchased one of our bundles, you must return the whole set unless otherwise specified.

Include a proof of purchase (Order Confirmation or Invoice received with your order) with a filled out Returns Authorisation number that you will receive after contacting us via email.

Return limits

Returns that are damaged, worn, or altered will not be accepted.

Please be advised that we do not offer refunds on sale/discounted items or vouchers.

For hygienic reasons, exchanges/returns cannot be made on Snuggle Me covers, pacifiers intimates/swimwear – if used.

Francis & Henry cannot accept returns that have been purchased through an external boutique.

Exchanges

Due to logistical reasons, we are currently unable to process exchanges in our shop. If you would like to exchange an item for a different size or color/print, please place a new order for the desired product and return the original one, following the Return steps above.

Damaged items

We created Francis & Henry to make moms' lives easier and more comfortable and we take pride in both – the quality and functionality of our designs. If you received a faulty item, please contact us as immediately, we will do our best to make sure you receive a replacement as soon as possible. Please email: customercare@francisandhenry.com