SHIPPING & RETURNS
Made to order
This is a preorder. Frank the Rabbit is made to order, and production will start once the factory reaches its minimum order quantity. Please allow approximately 8 weeks — and possibly longer — for your order to be fulfilled. You will receive an email with a tracking number as soon as your parcel leaves us.
Shipping
Two shipping options are available at checkout: Standard and Express. Shipping cost and estimated delivery window are shown at checkout before you pay. Orders over $1,000.00 ship free.
Packaging
Each backpack is packed in a protective dust bag inside a rigid shipping box, so it arrives in the same condition it left.
Returns
If the bag is not what you hoped for, you can return it within 5 days of delivery. It must be in new, unused condition and in its original packaging. Contact us first and we will send return instructions; once the item reaches us and passes inspection, the purchase price is refunded to your original payment method.
Exchanges and faults
If your bag arrives with a manufacturing fault, tell us within 5 days and we will cover return shipping and send a replacement or a full refund — your choice.
Care reminder
Dry clean only. Machine washing or tumble drying will damage the plush and the mask, and voids the return guarantee.