Q: What is your shipping policy?
A: Free Domestic shipping over $50. For International and order under $50, please see shipping page.
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 or phone number (whichever was used to receive order notifications on your order). Fill out the online return form.
Q: Do I have to pay shipping for return?
A: Yes and No. If you choose the store credit option instead of a refund, we will waive the return shipping fee. Otherwise, you will be sent a $7.95 pre-paid shipping label upon approving your return request. You will only get charged if you use that label. You may also send back via your own carrier/method. Please make sure whatever you decide comes with tracking.
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. Returns must be received back within 30 days of delivery date.
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 welcome discount code in the email, please check your spam mail. If you still don't see it, send us an email at firstname.lastname@example.org 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 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. All items purchased with a discount code or during a flash sale that do not say final sale are returnable for store credit only.
Q. Can I exchange a final sale item?
A. We no longer offer exchanges. Please ask all questions regarding sizing before purchasing, if in doubt. You can email us, or slide into our Dm's on Instagram @franklinsunset
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 new arrival notifications to you along with a welcome promo code.
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.