Q: What is your shipping policy?
A: *Please see shipping page for rates + details*
Q: How do I return an item?
A: Returning an item has never been easier. Go to the return link in our main navigation menu, under the info tab. Enter in your order number and your email address. Fill out the online return form. An email with instructions (and optional pre-paid shipping label) will automatically be emailed to you.
Q: Do I have to pay shipping for return?
A: Yes, for all U.S. orders, a flat fee of $7.95 will be deducted from your return. U.S. orders may also choose to return via own shipping method, at own cost. International orders are responsible for shipping back at their own cost via their choice of carrier. All returns must fill out online return form via return center to be valid.
Q: What is your international return policy?
A: For international returns, please fill out online return form and mail item back via carrier of your choice within 30 days from receipt of item.
You can mail returns to:
1833 N. Edgemont St. #2
Los Angeles, CA 90027
Q. I never received my 15% off code via email when I signed up?
A. If you are a new Franklin Sunset Insider and did not receive your discount code in the email, please check your spam mail, also sometimes certain emails show up on your phone and not your computer due to computer settings, so check your phone too. If you still don't see anything, send us an email and we will be happy to give you the code.
Q. What if I have a question about sizing, fabric, measurements?
A. We have live chat customer service, the icon is at the bottom right of your screen on phones and desktops, ask away. If no-one is online at the moment to help you, your message will go into our email and will be responded to within 24 hours. You can also choose to use our contact form under the info tab in our main menu.
Q: Do you have a separate holiday return rule?
A: Yes, we extend our return policy for the holidays. Any order placed between Nov 15- Dec 24 is eligible for return up until Feb 1 for full refund, or eligible for store credit until Feb 28h.
Q. Do you sell gift certificates?
A: Yes, as of April 2020 we sell gift certificates from $10-$300. Click on Gift Card option in the main menu.
Q. Can I return a sale item?
A. All items located in our sale section are final sale. Items not in our sale section, that are discounted 20% or higher via promo code or promotional sale, are final sale.
Q. Can I exchange a final sale item?
A. You may exchange a final sale item for the same item in a different size if that size is available. When filling out the return form, make note of what you want exchanged.
Q. Why are so many products only available in limited sizing?
A. We work with a large variety of manufacturers, brands, and designers. They all determine their own size guidelines. We don't have anything to do with this, but we wish they would be more size inclusive as well.
Q: Can I be notified about new arrivals?
A: Yes, you can sign up to be an insider and we will send a new arrivals notification to you. You can also expect new arrivals to launch every other Thursday at 10am.
Q: I gave you the wrong shipping address on my order, what do I do?
A: Please notify us via email or DM us on Instagram immediately!! If the order has not gone out yet, we will simply correct the address and ship the item out. If the label has already been created/ or item has already been shipped, we will try to cancel the label with the shipping carrier, if we are not able to do so, it will be you're responsibility to pay shipping for the corrected label, as a second label will need to be purchased. Contact us immediately so we can correct the issue asap.
Q: Are size recommendations 100% accurate?
A: Some items have measurements, some have size recommendations. We are working on getting measurements for everything. We base our size recommendations off of how it fits our model. They are just recommendations, use your best judgement. All items are true to size unless otherwise noted. In 95% of cases, go with your normal size. If you want specific measurements, you can contact our support team. They will be happy to help.
Q: Why is my coupon code not working?
A: Coupon code may not work if you have already used it, or if we are having an automatic sale. Coupon codes can not be used during other sales, including holiday sales, site wide sales, or any other sale other than our regular sale section. It may also be that the code has expired.