Lucas Frank orders (to the UK mainland) are dispatched the same working day (if ordered before 2pm) on a 1st class tracked service via Royal mail. This is a next working day service (however we cannot guarantee this).
Exchanging or returning Lucas Frank products
In the unlikely event that you are not satisfied with your purchase, please return it to us for an exchange or refund within 28 days.
We exchange or refund (to the original payment method) any unworn and unwashed items that are in their original condition with a copy of your original invoice.
At the time of exchange, should your item be at a lower price than originally purchased, we will exchange your item AND email you a complimentary online discount code for the difference in value.
Please also note that any import or customs duties incurred when returning your item is the responsibility of the customer.
Returning or exchanging an item
Looking to exchange your item/s? To make sure your item does not sell out whilst you are sending back your item/s, you can order your new desired size and colour and we will process your order straight away. We will charge your original payment card again and once we receive your item back; will refund your card. To ensure your exchange reaches you promptly, we will send your item using our Premium Delivery service at no extra cost. To use our exchange service, please call our Customer Services team on 01937 5470597.
You can still exchange/ return items to Lucas Frank by either visiting any of our stores (must be returned within the same country as origin of purchase) or sending them to the address below. Please clearly fill out and enclose your packing slip with your return to us and once received, we will process your request within 10 working days. Once you receive a refund confirmation email, please allow 5 working days for payment to return to your account.
Please see our return address below.
Please note: The returning item is your responsibility until it reaches us. The cost of returning the item to us is your responsibility. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us. Any custom duties that may be incurred with the return of an item are also the responsibility of the customer as must be covered prior to shipment.
I have been refunded an incorrect amount
Very sorry that a mistake has been made. Please email firstname.lastname@example.org quoting your order number and highlighting the error that you believe has been made.
Alternatively give us a call on 01937 5470597 where a member of our team will do their best to help resolve the matter as promptly as possible.
Have you received my returned items?
If you have returned your item using a registered service, do track your parcel with your chosen courier. If it has reached us, please do note that returns and exchanges can take up to 10 days to process.
If you've chosen to use a non-registered service, please refer to the delivery guidelines your chosen courier has stated. (Lucas Frank is not accountable for any lost or damaged items by your chosen courier).
Once we have received and processed your item/s, you will receive an automatic email confirming your exchange or refund.
How do I return faulty goods?
Firstly, apologies that you may have received a faulty item.
If you believe that the item that you have purchased from us may be faulty, please post it back to us with your proof of purchase. Please ensure that you include a covering letter outlining the fault, as well as all your contact details. Once received, our team will inspect your item/s to determine the nature of the fault and you will be contacted shortly after. As with our standard returns policy, please allow up to 10 working days for us to inspect and process your returned item/s.
Please note that if your item is over 6 months old, it is no longer covered by our Faulty Goods policy. This is in line with Trading Standards guidelines which stipulate that any fault in garments that are over 6 months old (from date of purchase) is considered to be wear and tear rather than a fault with the item.
Return postage costs will be reimbursed, but only if a genuine item fault is identified. Imperfections caused by unsuitable item wear /use or intentional damage are exempt from the above.
I have received an Incorrect item
Firstly, we are incredibly sorry for the inconvenience this has caused.
You may return the item to us with proof of purchase (we will refund all costs incurred) and we will deliver a correct item.