Refund policy

Damages and issues

Please inspect your order upon receiving and contact us immediately if the item is defective or damaged, if you receive the wrong item or it has been incorrectly personalised, so that we can evaluate the issue and make it right. 

Exceptions / Non-returnable items

Customised items cannot be returned or exchanged.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

We do not accept exchanges.

Cancelling an order

Please contact us to cancel an order within 2 hours of placing your order. Orders may begin processing on the same day and as they are custom made cannot be changed once they have been personalised. If your order has not began being made or customised and is after this cancellation time you will be eligible for a refund. Unfortunately if your order is in the processing stage and has been made or customised then no refund can be given due to time and costs.

Custom items with incorrect specifications

At Tagged by Frankie, we take pride in delivering high-quality custom products that meet our customers’ exact specifications. However, in the rare instance where a custom item has been wrongly made despite correct information being provided, we are committed to making it right.

Eligibility for replacement

If you receive a custom item that does not match the specifications you provided, you may be eligible for a replacement. To qualify, you must notify us within 7 days of receiving the item and provide evidence of the issue. This can include photos, measurements, or other documentation that clearly shows the item does not meet your original specifications.

Replacement Process

To initiate the replacement process, please contact us via email (taggedbyfrankie@gmail.com), our contact form or Instagram (@taggedbyfrankie) and we will be happy to help. You will not need to return the item if eligible for a replacement however, if you choose to return the item please note you will be responsible for the cost of shipping the item/s back to us.

Resolution

If we find that the item was made incorrectly and not to the specifications provided by you we will provide a full refund or replace the item free of charge, depending on your preference. If we find that the item was made according to your original specifications, we will not be able to provide a replacement or refund.

Prevention

To minimise the likelihood of errors, we encourage customers to double check their personalisation information before placing their order. We also recommend reviewing our product descriptions and specifications carefully to ensure accuracy. If you have any questions or concerns, please don’t hesitate to contact us.

Refunds

If approved for a refund you’ll be automatically refunded on your original payment method within 10 business days. Please note it can take some time for your bank or credit card company to process the refund.
If more than 14 business days have passed since we approved your return, please contact us.