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FAQs

Frank & Eileen is a brand founded on family.

Audrey, our founder and CEO, was born in beautiful Toronto before her journey led her to California to build a company that honored her Irish ancestry, rooted in friendship, love, and loyalty. We love and cherish our Canadian community and wanted to let you know in light of the US to Canada tariffs, we will not be adding any extra fees to our existing prices. Instead, you can expect and enjoy the same forever classic, feel-good pieces made and delivered with love.

You mean the world to us and we are loyal to you.

For any other questions, please do not hesitate to reach out to our Customer Care team at [email protected].

Yes, you can exchange an item for a different color through our returns portal (US orders only). In our Return Portal here, after selecting the reason for the return, click 'Shop with Credit' on the next screen. You will then be directed to a menu of our products where you can select the new color for your exchange. You can exchange eligible items up to 2 times. After that, we ask that you set up a return and place a new order.

We apologize for the inconvenience if you received an item in the wrong size. Please visit our returns portal to initiate an exchange for the correct item here. We will provide you with a prepaid label and packing slip to include in your package to return the incorrect item. Once your return is in transit, we will process the shipment for the correct size. If you need assistance with sizing or fit questions, do not hesitate to contact us.

Once an order has been placed, we cannot make adjustments to the contents. However, in some cases, if the order has not yet been processed for shipping, we may be able to cancel it for you. 

You can live chat with a Frank & Eileen family member through our live chat widget in the bottom right hand corner (this will only be on the screen if a member is available to chat). If you don't see that chat button, please email us here with the order you'd like to cancel and we will do our best to assist. Kindly note, we cannot guarantee order cancellations.

Unfortunately, we cannot adjust orders once they've been placed due to our system's design to ship products quickly. If you wish to add or change items, you'll need to place a separate order for them. If you would like us to attempt to cancel the original order so you can reorder, please let us know promptly although it is not guaranteed that we can catch it in time. We apologize for any inconvenience this causes and appreciate your understanding.

Yes, we do! Any orders placed between October 31, 2024 and December 25, 2024 are eligible for return through January 31, 2025. 

All other orders are subject to our Return Policy below:

For U.S. and International orders, you may return your items within 30 days of the shipment date. All items must be unworn, unwashed, undamaged, and not purchased on final sale. Once your return arrives back to our warehouse, your refund will process back to the original form of payment less a return shipping and handling fee (unless you choose a store credit refund). Original shipping fees are non-refundable.

For U.S. orders, the return fee is $8. You can also exchange at no cost within 30 days of the shipment date.

For International orders, the return fee is between $14 and $20 USD depending on the country. We do not offer exchanges for international orders at this time.

For an efficient processing of returns, each return authorization should be shipped back in separate boxes with their individual shipping labels. Our automated returns system matches each label to the specific items, ensuring timely updates and refunds. When multiple items from different authorizations are returned in a single box, this will delay your refund or exchange.

If you need to modify a return or add items to an existing return authorization, please contact us for a new updated label to ensure a smoother refund and exchange process. Thank you for your understanding and cooperation in this matter.

If you encounter issues adding items to your cart or completing your purchase, we suggest refreshing your browser, enabling cookies on our website, or trying to use a different browser entirely. If you're still facing problems, you can contact us for assistance at [email protected] or via live chat during business hours. We can create an invoice for your desired items and send it to you for confirmation. Make sure to include the items you want with their size and color, your shipping address, and your preferred shipping option. Additionally, ensure that your browser and device are compatible with our website.

ORDERING & DELIVERY

We do our best to fulfill orders as quickly as possible, and because of that we can't edit or cancel orders after they've been placed. We appreciate your understanding!

For any follow up questions, email us with your order number and new shipping address (if applicable) here!

All domestic packages ship via UPS from our warehouse in sunny California.

We do our best to ship all orders as quickly as possible. Please note that delivery can take up to 10 business days. Orders are not processed, shipped or delivered on weekends or major holidays.

Delivery times vary based on location and shipping method. To track your US order, grab your tracking number and track it here.


Domestic Shipping Options and Rates are as follows:

  • UPS® Ground, $10 or free for orders $250+, delivered in 5-10 business days
  • UPS 2nd Day Air®, $25, delivered in 3-4 business days
  • UPS Next Day Air®, $45, delivered in 2-3 business days

Please note that shipping fees are non-refundable.

Yes, we are proud to ship internationally with our partner, Global-E. 

To shop in your local currency, please select your country from the dropdown at the top right of our website. 

Please note that customs duty and taxes are included where allowed by law.

Please note that in some markets, orders above a certain total value cannot have duty and tax prepaid. Customers located in Mexico, China, Argentina, and Turkey may need to engage a broker and work with local customs authorities to clear their order. Please contact [email protected] for more details.

For US orders, we are able to ship to PO Boxes. 

For International orders, unfortunately we are not able to ship to PO Boxes at this time. Apologies for any inconvenience.

After you make a purchase, you will receive an order confirmation email followed by a separate shipping notification email. This will include your UPS tracking number, which can be used to track your package here. 

Please keep in mind that UPS can take up to 24 hours to populate tracking information.

To track your international order, enter your order number and email address here.

Items on pre-order are denoted with a pre-order stamp at the top right of the product page. When you add an item on pre-order to your cart, you’ll see ‘Pre-Order’ alongside the price of the item.

The timing of the product arrival may vary, but all pre-orders will ship as soon as they arrive. Please refer to the email with the subject line "Thank you for your F&E pre-order" for the estimated ship date!

RETURNS

This is for U.S. returns, for international returns, please see ‘How do I return an international order?’ under International Orders. 

If you are not madly in love with your purchase, Frank & Eileen will help. You may return or exchange per the guidelines below: 

For U.S. orders, please return or exchange your item(s) to us within 30 days from delivery.We offer 2 free exchanges per item. Choose to print a USPS return label or download a printerless USPS QR Code. Drop off your packaged items at a USPS. All items must be in original condition and unworn, unwashed, undamaged, and not final sale. Items not returned in their original condition will not qualify for a refund. We do ask that multiple orders not be combined as it will delay your refund or exchange.

Start your return or exchange here. 

Please note that a return shipping fee of $8 for U.S. orders will be deducted from your refund, however, if you choose to set up an exchange, there is no return fee. You may exchange each item up to 2 times. All shipping fees are non-refundable. After the warehouse has processed your return, you will be refunded back to your original form of payment and will receive a confirmation email. The refund may take up to 12 business days to appear on your billing statement. 

Return Policy for Travel Sets: Travel Sets must be returned with both pieces together. These garments are hand-dyed in small batches and cut from the same fabric production to ensure there aren’t any color variations. For this reason, we require both the top and bottom pieces be returned together. 

Kindly note that we only accept returns of items originally purchased via frankandeileen.com.

Yes! For U.S. orders you have 30 days from your shipment date to exchange eligible* items! We offer up to 2 free exchanges for each item. Start here. 

Choose to print a free USPS return label or download a free printerless USPS QR Code and drop your return off at a USPS. Your exchange item(s) will ship out once we process your return. For quicker exchanges, you can choose the Instant Exchange option!

Unfortunately, we cannot process exchanges for international orders at this time.

Please note that when returning an exchange item, refunds will be processed to your original payment up to 60 days after your original purchase. Any exchanges that are returned after this window will be refunded to a gift card as a store credit. 

Exchange Policy for Travel Sets: Travel Sets must be exchanged with both pieces together. These garments are hand-dyed in small batches and cut from the same fabric production to ensure there aren’t any color variations. For this reason, we require both the top and bottom pieces be exchanged together and cannot provide an exchange for parts of a set.

*Eligible items are items that are in their original condition, unworn, unwashed, undamaged, and not purchased on final sale. 

Receive a gift that’s not quite your cup of tea? Click the ‘Start Gift Return Here’ button here to initiate your gift exchange. The original gift-giver will not be made aware unless you tell them, of course. You can then package up your return and drop it off at a USPS.

For international gift returns, please contact [email protected].

Please note that refunds can take up to 12 business days from our receipt of your returned item(s). We will send an email notification once your refund has been processed.

All final sale items or products that are marked final sale on the product's page cannot be returned or exchanged at any time. 

Certain exceptions apply to UK purchases under UK regulation. For those orders, please reach out to us here. 

For our U.S. customers, we offer up to 2 free exchanges per item. You can choose a regular exchange, where you return the item and once the item gets back to us, we ship you the new item; or an Instant Exchange. 

If you choose an Instant Exchange, you'll be prompted to add your credit card info, which creates a hold on your card for $1 or the total amount of the returning item(s). The hold will stay in place for 7 days and then drop, regardless of whether the product is returned or not. If the return item(s) are not dropped off to USPS within 14 days, you will charged the full cost of the item.

You can always return that return item later, and you can get that full refund on the new charge.

You will be sent a reminder email to return your item(s) to avoid being charged 7 days after the Instant Exchange was created as well as 1 day before the charge date, which is 14 days.

INTERNATIONAL ORDERS

We use DHL for International shipping. Shipping costs range from $14-$20 and are calculated automatically at checkout depending on:

  • Destination country/location
  • Size/weight of the package
  • Shipping method selected

Please note that shipping fees are non-refundable.

Delivery times vary based on country and shipping method.

To track your international order, enter your order number and email address here.

For international orders, please click here to set up your return. You can then pack up your item(s) and drop off your return box with the label provided at your nearest DHL Express.

Orders can be returned within 30 days from the shipment date. All items must be in original condition and be unworn, unwashed, undamaged, and not final sale. Items not returned in their original condition will not qualify for a refund.

Please note that a return fee of between $14 and $20 USD (depending on the country of origin) will be deducted from your refund. All shipping fees are non-refundable. 

Please refer to ‘Can I return my order?’ under RETURNS for more details on return eligibility.

Please note that refunds can take up to 12 business days from our receipt of your returned item(s). We will send an email notification once your refund has been processed.

PAYMENTS, PROMOTIONS, & GIFTS

You can use Visa, MasterCard, Discover, American Express, PayPal, Amazon Pay, Apple Pay, and Shop Pay to check out.

Please note that at this time we are only able to process one payment method per order.

Sales tax is determined automatically depending on the location of your shipping address.   

For international orders, we advise against the use of the Shop Pay App, as checkout with our partners Global-E will more seamlessly calculate duties, tax, etc.

You can enter your promo code in the upper right corner of the checkout page. 

On a mobile device, click the dropdown menu “Show Order Summary” in order to enter your code.

Restrictions for promo codes are as follows: 

  • Cannot be applied toward the purchase of any Frank & Eileen gift cards
  • Cannot be applied to previously purchased items
  • Cannot be applied toward shipping costs
  • Cannot be stacked — limit one promo code per order
  • Cannot be re-issued once redeemed

To check the balance of your Frank & Eileen gift card, please reach out to [email protected]. Your gift card balance never expires. :)

At this time, gift cards are available in USD only.

If we mark down the price of an item you’ve already purchased, we’ll gladly adjust the sale price at your request within 5 days of your order date. Adjustments:

  • Are made once per item
  • Will be credited back to the original form of payment
  • Will not be made for items purchased on sale, or using a promo code

Please reach out to [email protected] with your adjustment inquiry.

You'll be the first to know about an upcoming sale if you sign up for our marketing emails & SMS and/or follow us on social media. 

For the email and SMS list (US only), enter your email address and number at this link here. And for email only, enter your email here.

You can also follow us on Facebook here and Instagram here!

PRODUCT KNOWLEDGE

Each product page has a size chart and size guide based on height and weight measurements. 

Please note that every style is designed for a specific fit.

Each product page includes information on how to care for that specific piece. The bulk of our products are machine washable (turn your garment inside out, machine wash on cold, tumble dry on low), though these instructions will differ as necessary.

For email stock notifications, simply click the desired item and select your size. The message will change to “Notify me when available.” Click there and enter your email address to be notified. 

Please keep in mind, many of our styles are Limited Edition and not restocked.

We do not sell shoes at this time. Most of the shoes shown on our site are designed by Fellow Female Founded (FFF) companies.

To compare our fabrics and learn all about what makes each fabric special, please head to our Fabric Guide here.

LOYALTY

Simply make a purchase or complete any of the available tasks listed on the Loyalty page like submitting a photo with your product review or selling an item on Reloved (for selling on Reloved, make sure your Reloved account has the same email as your Frank & Eileen account). You not only earn points through making a purchase, but we will even reward you with 50 points for joining! For orders placed, points will automatically upload to your account 30 days after your order was delivered.

No, you cannot redeem your points for discounts. Your points determine your Loyalty tier—the higher your tier, the greater your Birthday discount and End of Year Reward, plus more access to exclusive styles, events, free shipping, and free returns.

Points from an order will automatically upload to your account 30 days after your order was delivered. If you cancel your order or return the item, the points will not upload. 

Points from an activity like listing a review with a photo or selling an item on Reloved, may also take up to 30 days to upload onto your account.

When you join, your points will be retroactively applied for purchases made in the past year. For example, if you join the Loyalty Program in February 2025, points will be credited for orders placed between February 2024 and February 2025. Please allow up to 30 days from joining for these backdated points to be applied.

Yes, your points will expire one year after they were earned.

No, points are not transferrable.

Free shipping with no minimum is available to the LOYALTY tier only at this time. Make sure you’re using the email address associated with your loyalty account and entering the promo code LOYAL at checkout. 

For U.S. customers, you can still get free ground shipping if you spend $250 USD or more (before tax and after discounts) on an order. International orders are also eligible for free shipping when they meet the minimum spend requirement for the destination country.

MORE ABOUT FRANK & EILEEN

Frank & Eileen is named after the grandparents of founder Audrey McLoghlin. They were married in 1947 in Co. Wicklow, Ireland, and their epic love story runs deep throughout the brand. 

In true Irish fashion, we like to enjoy a nice cup of tea! Below is our recipe for the perfect cuppa: 

1. Find your favorite mug and 1 tea bag of your favorite black tea (we love PG Tips!)

2. Bring fresh water to a boil and immediately pour over your tea bag

3. Let steep for 3-5 minutes. Your tea should be a dark, rich brown.

4. Remove the tea bag (carefully! It's still hot).

5. Add milk to your liking, sip and enjoy!

We are always looking for eager lads & lasses to join the Frank & Eileen team. Please take a look here for more details on current job postings.

Frank & Eileen’s Advisory Board was established to provide strategic guidance to help achieve our mission. The Advisory Board includes:

  • Eula Smith: With decades-long relationships with key retailers, Eula currently designs and produces the #1 private label brand at Nordstrom. She also launched her first DTC brand (on national TV with Oprah Winfrey). Eula also works with the #1 talent agency, United Talent Agency (UTA) to connect talent with fashion companies to create strategic brand partnerships.
  • Lisa Rissetto: Lisa has been the exclusive private-label accessory partner for GAP for decades, and now partners with every major retailer and brand imaginable to design and produce belts, handbags, leather goods, etc. You can find her products in GAP, Athleta, JCrew, and many more.
  • Donna Levin: As the co-founder of Care.com, Donna is an accomplished entrepreneur and business leader with a broad and impressive portfolio of academic leadership credentials. Donna is currently the CEO of The Blank School of Entrepreneurial Leadership at Babson College.

We're sorry to see you go! To unsubscribe from our marketing emails, scroll down to the bottom of the email, and click Unsubscribe or enter your email address here.

To unsubscribe from text messages, please respond STOP to the text message.

To unsubscribe from our catalogs, please enter your mailing address exactly as it appears on the back of the catalog at the following link: https://www.frankandeileen.com/pages/catalog-unsubscribe. Kindly note, depending on mail circulation, you may receive up to one more catalog.

Frank & Eileen is available at select retailers. To find a store near you, head to our store locater here.

If you have any questions about Frank & Eileen wholesale, you can reach out to our wholesale team at [email protected]. 

If sending a retail partnership request, please provide the following information:

  • Name of store
  • Buyer contact information
  • Number of years in business
  • Photos of store (interior & exterior)


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