A. Orders placed on Website/Fanpage/Direct purchases

 

I. For genuine leather products

1. Return and exchange policy

Free returns and exchanges within 33 days. Please note that returns and exchanges are valid for only one time and apply only to full-priced items, not to items in promotional programs.

For returns:

• Product must have original tags and be unused.
• Product must be intact, without scratches, stains, loss of shape, etc., caused by the user (for bags/wallets/shoes/sandals).
• Product must not have been shortened or had additional holes punched (for belts/crossbody straps).
• The order value will be refunded to the buyer using the original payment method or bank transfer, and the order will be processed within 7 business days.
• Customers can visit FRANK's stores directly for return assistance or send the product via express delivery to FRANK's address (please pay any incurred costs). Shipping costs will not be refunded.

For exchanges:

• Product must have original tags and be unused.
• Product must be intact, without scratches, loss of shape, or being shortened.
• The product can be exchanged for another product of equal value. If the new product is higher in price, please pay the difference. If the new product is lower in price, the difference will be refunded using the original payment method or bank transfer, and the order will be processed within 7 business days.
• Customers can visit FRANK's stores directly for exchange assistance or send the product via express delivery to FRANK's address (please pay any incurred costs). Shipping costs will not be refunded.

2. Warranty policy

Warranty period: 12 months from the date of purchase

Products with a discount of 40% or more are not eligible for warranty.

The product will be covered by free warranty if it is still within the warranty period according to FRANK's system information.

Free warranty for technical defects caused by the manufacturer.

 

Cases eligible for warranty

 

Technical defect	Solution
Peeling edge glue/stitching/edge paint	Repaint edge, re-stitch
Peeling, bubbling leather	Replacement
Damaged metal accessories such as snaps, magnets, zippers, etc.	Accessory replacement

 

Cases not eligible for warranty

 

Damage caused by inappropriate use, improper storage, natural wear and tear, or exceeding the warranty period:

Product condition	Reason for refusal
Product torn, scratched due to external impact or attempt to overstuff with items.	Impact during use
Product deformed due to contact with hard, sharp objects, or product bitten by animals, damaged by soaking in water, sun exposure.	Affected by usage and storage conditions
Color changed, deformed due to improper care or incorrect leather care product usage.	Incorrect storage instructions
Leather surface stained with old dirt, pen ink, etc.	Affected during use
For severely damaged products, or very old products such as aged leather with no adhesive or stitching grip.	Natural wear and tear over time - Irreparable defect
Accessories damaged, scratched during use (buckle head, etc.) or due to environment.	Wear and tear during use

NOTE: For products not covered by warranty, if repairable, customers will be responsible for repair fees and shipping costs (if any).

 

II. For artificial leather products

1. Exchange policy

Free exchanges within 33 days. Please note that exchanges are valid for only one time and apply only to full-priced items, not to items in promotional programs.

For exchanges:

• Product must have original tags and be unused.
• Product must be intact, without scratches, loss of shape, or being shortened.
• The product can be exchanged for another product of equal value. If the new product is higher in price, please pay the difference. If the new product is lower in price, the difference will be refunded using the original payment method or bank transfer, and the order will be processed within 7 business days.
• Customers can visit FRANK's stores directly for exchange assistance or send the product via express delivery to FRANK's address (please pay any incurred costs). Shipping costs will not be refunded.

2. Warranty policy

Warranty period: 06 months from the date of purchase

The product will be covered by free warranty if it is still within the warranty period according to FRANK's system information.

Free warranty for technical defects caused by the manufacturer.

Cases eligible for warranty

Technical defect	Solution
Peeling edge glue/stitching/edge paint	Repaint edge, re-stitch
Peeling, bubbling leather	Replacement
Damaged metal accessories such as snaps, magnets, zippers, etc.	Accessory replacement

 

Cases not eligible for warranty

Damage caused by improper storage, user error, or exceeding the warranty period:

Product condition	Reason for refusal
Product torn, scratched due to external impact or attempt to overstuff with items	Usage error
Product deformed due to contact with hard, sharp objects, or product bitten by animals, damaged by soaking in water, sun exposure.	Usage error
Color changed, deformed due to improper care or incorrect leather care product usage	Usage error
Leather surface stained with old dirt, pen ink, etc.	Usage error
For severely damaged products, or very old products such as aged leather with no adhesive or stitching grip.	Irreparable defect
Accessories damaged, scratched during use (buckle head, etc.) or due to environment	Usage error

NOTE: For products not covered by warranty, if repairable, customers will be responsible for repair fees and shipping costs (if any).

 

B. Orders placed on E-commerce platforms (such as Shopee, TikTok)

1. Return and exchange policy

Free returns within 15 days (according to Shopee/e-commerce platform policy)

2. Warranty policy

Warranty period: 15 days from the date of purchase (according to Shopee/e-commerce platform policy)

 

C. User Guide

FRANK products are made from genuine cowhide or artificial leather and shaped with specialized materials, so some attention is needed:

• For maintenance, use shoe polish for leather care (colorless polish is recommended to best protect and preserve the leather's color).
• Avoid overstuffing, compressing, or mishandling the product, as this can easily deform it.
• Avoid contact or friction with sharp objects, metal objects on the leather surface.
• Avoid contact with chemicals or cleaning agents (wet wipes, gasoline, alcohol, etc.) on the leather.
• Avoid direct exposure to sunlight. When not in use, you can add a desiccant pack inside and store it in the accompanying dust bag.
• If the leather gets dirty, only use a clean soft cloth and clean water to gently wipe or contact FRANK for assistance.

 

D. Warranty Address

• Customers are requested to bring the product to FRANK's warranty address between 10:00 AM and 3:00 PM daily (excluding Sundays and holidays) for the best support.
• If customers send items via a shipping company: Please include personal information such as Name, Phone Number, Shipping Address, and any other necessary notes (can be attached inside the product) so FRANK can return the product after completing the warranty or maintenance.

Warranty address: No. 1 Alley 120 Truong Chinh, Phuong Mai Ward, Dong Da District, Hanoi. Hotline: 0792 102 777.

• Warranty processing time: 7 – 10 business days, depending on the issue requiring warranty.