FAQ

How do I know if you have received my order?

When you make an order you will receive a confirmation email from us acknowledging this. The acknowledgement will contain your order number and details of the goods ordered. This is confirmation that your purchase has been made and your card has been charged. When your goods have been dispatched to you, we will send you an order dispatch email.

Can I make changes to my order?

We cannot change your order in any way as we start to process your order as soon as we can after we receive it. This includes adding to as well as removing items from your order.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process please contact our Customer Service team at service@mikefrankart.com, ensuring you include your order number.

What happens if an item on my order is not available?

If an item you have ordered is unavailable when we come to pick and dispatch it you will be informed by email that we are unable to ship that item and you will be refunded for that item. We will ship any remaining items that you have ordered.

What if I need to cancel my order?

Orders cannot be changed once order confirmation has been sent. If you do not want the item on receipt please return the items to us. We strongly recommend you use a recorded delivery service. Click here for more information on returning an item.

Do we deliver to your address?

We deliver to the UK, Ireland, Europe and many International countries. For more information on where we ship and how much it will cost, please click here.

Do you ship outside the UK?

Yes we do however for all International orders, please note that delays may occur in customs and these delays are beyond our control.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Please be aware that we are unable to ship any form of aerosol product including body sprays and dry hair shampoo to international countries where air transport is required. This is due to regulations put in place by these travel companies.

Can I pick up my order from your warehouse or store?

Unfortunately it is not possible to pick up orders from our warehouse or stores.

Can you leave the delivery at an agreed hiding place?

For UK and Northern Ireland deliveries, if no one is available to accept delivery of the parcel, the courier will do their best to leave the parcel in a secure location (in a secure porch/garage/shed/conservatory or greenhouse) or with a neighbour, caretaker or porter. If this isn't possible, the parcel will be taken back to the depot. In both cases, a card will be left informing you of the attempted delivery.

The only exception to this is when the package contains items £120 or more in value. For these we require the signature of the person the package is being shipped to.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods unless the package contains items £120 or more in value. For these we require the signature of the person the package is being shipped to.

Can you deliver to a different address than my billing address?

This is possible, but please remember to tick the box indicating that the billing address will be different when going through the checkout. If you are placing your first order the delivery address must be located in the same country as the billing address for security reasons.

Can you ship to my work address?

We can deliver place of work but we do not deliver to PO Box addresses. If you want your delivery to reach you at work, you need to make sure that someone will be there to take receipt of the goods as the courier will deliver to the place and not the person!