Return and Exchange Policy

    At Frank Eden, we want you to feel confident and satisfied with every purchase you make. We understand that sometimes things may not work out as expected, which is why we offer a straightforward return and exchange policy. If you are not completely satisfied with your purchase of Special Heels, you may return or exchange them within the guidelines outlined below. If you have any questions or need assistance, please contact us at [email protected].

    1. Eligibility for Returns and Exchanges

    To be eligible for a return or exchange, the following conditions must be met:

    • The item must be in new, unused, and unworn condition.
    • All original tags, packaging, and accessories must be included with the product.
    • Returns and exchanges must be requested within 30 days of the delivery date.
    • Items that are damaged due to improper use, neglect, or normal wear and tear are not eligible for return or exchange.
    • Sale or clearance items are final sale and cannot be returned or exchanged unless they are defective or damaged upon arrival.

    2. How to Initiate a Return or Exchange

    To start a return or exchange, please follow these steps:

    1. Contact our customer support team at [email protected] with your order number and reason for the return or exchange.
    2. Our team will provide you with a Return Authorization Number (RAN) and detailed instructions for shipping the item back to us.
    3. Carefully package the item, including all original tags, packaging, and accessories.
    4. Ship the package to the address provided in the return instructions.
    5. Once we receive the returned item, we will inspect it to confirm it meets the eligibility criteria.
    6. If the item meets our return conditions, we will process your refund or exchange within 7–10 business days.

    3. Refund Policy

    • Refunds will be processed to the original payment method used during purchase.
    • Shipping fees are non-refundable unless the return is due to a defect or an error on our part.
    • If you receive a refund, the cost of return shipping (if applicable) may be deducted from your refund.
    • Refunds may take 5–7 business days to appear in your account, depending on your bank or payment provider.

    4. Exchange Policy

    • Exchanges are subject to product availability.
    • If the product you wish to exchange is not available, you may choose to receive a refund or store credit.
    • We will ship the replacement product once we receive and process the returned item.
    • Customers are responsible for return shipping costs unless the exchange is due to a defect or a mistake on our part.

    5. Defective or Damaged Items

    If you receive a defective or damaged item, please contact us immediately at [email protected] with a description and photo of the defect or damage. We will arrange for a replacement or refund at no additional cost to you.

    6. Non-Returnable Items

    The following items are non-returnable:

    • Items marked as final sale
    • Gift cards
    • Items that have been worn, used, or damaged after delivery

    7. Return Shipping Costs

    • Customers are responsible for return shipping costs unless the item is defective or incorrect.
    • We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item if it is lost in transit.

    8. Late or Missing Refunds

    If you have not received a refund within 10 business days of receiving a confirmation from us, please:

    • Check your bank account or credit card statement.
    • Contact your bank or payment provider — it may take some time before the refund is posted.
    • If you have done all of this and still have not received your refund, contact us at [email protected] for further assistance.

    9. International Returns and Exchanges

    • International returns and exchanges follow the same guidelines as domestic returns.
    • Any customs duties, taxes, or import fees associated with the return are the responsibility of the customer.

    Thank you for shopping with Frank Eden. We value your trust and strive to make your shopping experience enjoyable and stress-free. If you have any questions or concerns about our return and exchange policy, please reach out to us at [email protected].