Refunds and Exchanges

Returns Policy

Refunds & Exchanges

Kikki and Franki understands that sometimes a product is not quite what you had in mind, and you may wish to have a refund or exchange. 

We ask that you contact us within 7 days of receiving your order by emailing info@kikkiandfranki.co.za. 

Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details.

All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable. The item must be unassembled and unused and in sell-able condition.

For all custom designed, and made to order products, we will go through an approval and revision round to ensure you are completely satisfied before going into production. Custom designed and made to order products therefore cannot be returned. 

We do not offer refunds at all.

HOW TO RETURN YOUR PURCHASE

You as the customer are responsible for the payment of R100.00 postage/shipping for returns (round trip – outgoing and incoming) which will be invoiced to you and payment needs to be made before hand. Please read these instructions on how to return an item;

  • Please pack the item include all packaging you received the item with (bubble wrap, carton, etc..)
  • We will send our courier to collect the item from you on a date which is prior arranged and confirmed to be suitable for you.

You will receive an email confirming that we have received your return and that you have been credited.

Late Returns

A refund or exchange should be requested within seven days of receiving your order. You should then return your item(s) within 7 days of stating your intent.

 

 

Exchanges

If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.

Faulty goods

Goods are classified as faulty if they are received damaged.

Personally inspect packaging on delivery and note any damage on the receiving ticket before signing for it. If you have not opened the packages please write the words “unchecked” next to your name on the waybill.

Please report any shortages or damages within 24 hours from the time of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.

 Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 24 hours of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received. 

Replacements can only be made once we have determined that there was a manufacturer defect or damage caused during transit.

If you do receive a faulty item, we will arrange a pickup of this item free of charge and arrange for a replacement to be sent or and a voucher to be processed. If the pickup is agreed and you, the customer is not at the premises when the courier arrives, you will be charged a R80 unavailability charge as well as the price of the pick up: R100. Any future pick up’s will be at the customer’s cost.

 

All custom-made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer flaw.

 

Please feel free to contact us with any queries on info@kikkiandfranki.co.za