Need help with an order?
This post is for advice and support if you have a query relating to your order with us at Frank and Jellys as our admin team on the group do not have access to the information relating to shipping, postage and orders but we want to make sure you’re getting the best help as quickly as possible..
If you send us a message via Facebook or Instagram about a specific order you will be directed here as the socila media team team do not have access to the right systems to help with individual cases.
All of our orders are sent out via Royal Mail as we are big supporters of our postal service and they are the most reliable.
You have the option to choose a tracked service on our website. If you chose a non-tracked service, we will be unable to track the parcel and we will have to wait 18 days for it to come from Royal Mail before we can refund and classify it as lost.
Why…? We have had too many people claim it wasn’t at the post office and received a refund on shipping when it was there. This doesn’t affect your statutory rights.
Of all the hundreds and thousands of orders we ship less than a handful ever actually go missing and if it is missing, we will look after you so please don’t panic.
Here’s what you need to do
1.Check Your Dispatch Confirmation email for tracking info, if this was selected the email says, “Your order is complete” (Please check your spam)
You can also find this via logging into your account by clicking here: https://frankandjellys.com/my-account/
2.If you paid for a tracked service please click the link and add your tracking information from your email https://www.royalmail.com/track-your-item#/ to review the Royal Mail tracking updates
3.If your order has been dispatched using the non-tracked service, we expect it to arrive 3-4 working days at most. If you have not received your order within 7 days, please visit your local sorting office as we have had reports especially in times of sick / holiday cover not always remembering to leave missed delivery cards.
4.In circumstances which have made the above checks please email 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬@𝐟𝐫𝐚𝐧𝐤𝐚𝐧𝐝𝐣𝐞𝐥𝐥𝐲𝐬.𝐜𝐨𝐦 who can then assist you with your enquiry. Our customer service team work Mon – Fri 9am – 5pm *Excluding bank holidays
5.In the rare event there is a fault with your order for example damaged, spilt or product not received we want to correct this as quickly as we can so please use the customer service email to detail your enquiry along with your order number and attach photo should the product be damaged. For insurance purposes all of Frank and Jellys orders are weighed before leaving the warehouse, so if you feel an item is missing please check the delivery thoroughly*
If something isn’t right or you haven’t had the very best experience, please tell us as we want you to have the best possible shopping experience with us. Following the above steps will get you the outcome you are looking for as soon as possible.
Paws of Love Frank & Jellys customer services team
** Please note in times of high demand Royal Mail tracking updates may not be in real time i.e Covid-19 / Christmas