Return, Replacement & Satisfaction Policy

At FrankinRose, every order is prepared and packaged with care. Because our skincare products are personal-use items and many are made in small batches, we cannot accept returns or exchanges once an order has shipped. This policy helps us protect the quality, freshness, and integrity of every product we send to our customers.

Damaged, Broken or Incorrect Orders

We carefully package our products for shipping, but we understand that damage can occasionally happen in transit.
If your order arrives broken, leaking, damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery. We will gladly replace the affected item at no additional cost.

To help us resolve the issue quickly, we may ask for your order number and photographs of the product and shipping packaging. Please keep the damaged item and packaging until we have responded to your request.

Not Satisfied With Your Product?

We want you to feel good about choosing FrankinRose.
Because skincare and botanical products cannot be returned once shipped, we do not offer refunds simply because a customer changes their mind, does not prefer a product’s natural aroma, or decides the product is not right for them.

However, if you are genuinely unsatisfied with your purchase, please contact us. We want the opportunity to make things right.

Depending on the circumstances, we may offer a store credit toward another FrankinRose product of equal value. If you select a higher-priced product, you will be responsible for the price difference.

Satisfaction credits are handled on a case-by-case basis and are not redeemable for cash.

Natural Variations in Botanical Products

FrankinRose products are created with real botanical ingredients, and natural variations are normal.

The aroma, appearance, color, or intensity of a botanical product may vary slightly from one batch to another. These natural differences do not necessarily indicate that a product is damaged or defective.

We consider these subtle variations part of working with genuine botanical ingredients rather than artificially standardizing every batch with synthetic fragrance or color.

Shipping Address & Delivery Issues

Customers are responsible for providing a complete and accurate shipping address at checkout. Please review your address carefully before submitting your order.

FrankinRose is not responsible for packages delivered to an incorrectly entered address or packages that are lost or stolen after the shipping carrier confirms delivery. However, if you experience a delivery problem, please contact us and we will do our best to help determine the appropriate next step.

Order Cancellations

Because we prepare products in small batches and may begin processing orders shortly after they are placed, cancellation requests should be submitted as quickly as possible.

If your order has already been prepared, packaged, or shipped, we may not be able to cancel it.

Skin Sensitivities & Allergic Reactions

Everyone’s skin is different. We recommend patch testing all new skincare products before full facial or body application.
Please review the complete ingredient information before purchasing, particularly if you have known allergies or sensitivities. Discontinue use if irritation occurs.

An individual sensitivity or allergic reaction does not necessarily mean a product is defective. However, we still encourage you to contact us if you have concerns about a product you received.

How to Contact Us

If there is a problem with your order, please contact FrankinRose through the contact information provided on our website and include your name, order number, and a brief description of the issue. Contact Us Here

For damaged or leaking products, including clear photographs will help us resolve the issue faster.

We believe customer service should feel as personal as the products we create. If something isn’t right when your order arrives, we want to know about it and will work to make it right.

FrankinRose is a small, family-owned business, and every customer matters to our family. From the products we make to the way we package your order, everything we do is made with LOVE. 🌹