Frequently Asked Questions

Due to the impact of COVID-19, associated safety measures and the recent increased order volume, there may be temporary delays beyond our standard shipping times.

If your order says that it is “in process,” it means we are fulfilling your order, and it has not been sent to UPS.

Once UPS receives the order, you will receive tracking info. Your order can be tracked in your account page. 

Can I cancel my order?

We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can't wait to receive it! So, we start processing the moment you click 'Place Order'. With that in mind, once your order is placed, we are not able to cancel or change your order. Please see the return policy for additional information if a return is still needed.

Updating Orders Before Shipping

Before an item has shipped, please email our Customer Support Department at Support@franklinmint.com.

Updating Orders in Transit

Once an item has shipped, a few extra steps are required to make adjustments. Unfortunately, items already in transit cannot be expedited.

UPS

If you have a UPS tracking number, you can update your order through UPS My Choice. This give you the ability to:

• Hold or delay packages
• Pick up from a local FedEx or UPS location
• Deliver to another address
• Delivery on another day
• Schedule a delivery window

Sign for packages online


How Do I know if my order went through?
After your order is completed, you will be sent a confirmation email to the email address provided. Included will be an order number – this is your reference number in case you have any questions about your order. Please review the order summary to confirm your order information is correct and save the email as a receipt of your purchase. If you don’t receive a copy, first check your junk mail and then check My Account or contact us.

Why haven’t I received an email about my order?
There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.

What do I do if something on my order is missing or damaged?
Please contact a Franklin Mint Customer Support Agent right away! Click here to view our Returns Policy and instructions. 
Pier1 must receive all returns and exchanges, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your receipt.

Why doesn’t UPS recognize my tracking number?
Your tracking number will not be recognized by UPS.com until approximately 24 hours after your order has shipped. This is the time needed for UPS's online tracking system to update. Try tracking your package again the following day and follow it to your front door!

I ordered a "Pre-Sale" item, how long will it take for me to receive my order?

Pre-sale items allow you to place a hold on items before they actually make it into inventory. These items won’t ship until after they become available. Please note, the projected release dates on some pre-sale items may vary due to limited availability and increased safety measures during production. If you’re curious about the projected ship date of a specific item, feel free to reach out to our customer experience team for assistance.

Payment Methods

Accepted Payment Methods:

We accept all major credit/debit cards (American Express, MasterCard, Visa, and Discover)

Please keep in mind that fraud checks may occur. For security purposes, we may verify the address details with a third-party fraud check company. If there is a security concern, we may ask for additional information in order to process the order. This process is done as quickly as possible; however, on occasion, doing so may result in delaying the order.

Payment Plans:

We currently offer Zip payment plans through The Franklin Mint website and mobile app.

Sales and Promotions:

Throughout the year, we offer special promotions and discounts to our customers. Be sure to sign up for our emails to receive exclusive promotions and offers.

Please be advised that our coupon codes have a limit of one use per customer. If a promo code is not working, please email our Customer Support Department at Support@franklinmint.com.
 

Apply a Gift Card or Promo Code:

Gift cards and promo codes can be applied on the payment page of checkout. Simply fill your cart with your favorite items and apply your code in the designated field. Your grand total will immediately reflect the discount.

Under the new ownership, all gift cards & store credits issued prior to September 1, 2020 will not be honored on our site.

Return Policy

Last updated on April 16, 2021

ALL IN STORE AND ONLINE PURCHASES MADE PRIOR TO SEPTEMBER 1, 2020 ARE FINAL SALE.

We are committed to the safety of our customers and employees as we navigate COVID-19. Therefore, we are experiencing longer than normal return processing times, please allow 14-21 days before contacting Customer Support regarding your return.

You can return most items for reimbursement or store credit within 30 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted.

There are a few items that can’t be returned:

• Clearance items
• Items marked “Final Sale” on the product page
• Personalized items
• Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
• Items you have already assembled

However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.

Exchanges

If you’d like to exchange an item for a different color, different size, or different product altogether, we are happy to help you with that! The process is similar to a return, and all the same policies listed in our Return Policy apply. There are two ways to exchange an item, depending upon your preference.

Before the return: To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. We will credit your account or the original payment method once we receive the return. Please note, you cannot use your store credit until we have credited your account.

After the return: Follow the same steps as a regular return. Once you receive your refund, use your store credit or credit card to place a new order.

Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.

Refunds

What are my refund options?
"With limited exceptions, returns are refunded to customer by store credit redeemable on franklinmint.com and (ii) customer is responsible for return shipping charges Please view our Returns Policy for additional guidelines and information."

When will I receive my refund?

For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s). 

For credit card refunds, we’ll begin issuing your refund once we’ve received notification that we have received your returned item(s) to our warehouse. Please allow up to 2 weeks for us to fully process your return and issue your refund. Most banks will process the refund within 3-5 business days. 

Email Subscriptions
Don't want our promotional emails anymore? No problem! 

To unsubscribe or receive fewer emails, click "Unsubscribe” link at the bottom of any email received.

It may take up to 48 hours for any changes to be applied. We will continue to send you emails about your shipping, delivery, and order information regardless of your email subscription.

Under New Management

As of September 1, 2020, Franklin Mint is now under new management. We will not be able to provide any information regarding orders placed prior to this date.

Are you going out of business?

No, however effective September 1, 2020 franklinmint.com will be under new ownership. All physical stores will be closing at the end of September, however expect to find the same signature home goods and accessories in a new, exciting online only experience.

We are grateful for your loyalty, especially to our retail stores for the past 58 years. We look forward to serving you in the next chapter of our business as an online only retailer.

When will the stores close?
All store locations will close at the end of September. Dates will vary by store. Please check the store locator on our website to find a store near you.

What happens with My Franklin Mint Rewards?

The My Franklin Mint Rewards Program has been discontinued. Any points, rewards, benefits, or other offers will no longer be issued or earned. Franklin Mint Rewards Certificates may no longer be redeemed. They are deemed to have no value and are non-refundable.

Effective August 31 we will no longer accept the Franklin Mint Rewards Credit Card as a form of payment. All Franklin Mint Rewards Credit Card accounts will be closed on Friday, October 30, 2020.

• Customers will continue to receive monthly billing statements until their balance is paid in full.

• Terms and conditions of the Credit Card Agreement will apply until the balance is paid in full.

• Customers will continue to have access to Account Center to view their account and make online payments.

Franklin Mint Rewards Card Payments may be made:

• Online: Access your account online at comenity.net/franklinmint. Sign in to your account or use Easy Pay without logging into an account.

• Mail: Mail payments to the address printed on your statement.

Are any other programs or services being discontinued?
The Trade Perks and Franklin Mint business programs have been discontinued.

Gift Cards purchased prior to September 1, 2020
Gift cards are no longer accepted in stores. They are deemed to have no value and are non-refundable. Unused Franklin Mint Gift Cards will not be accepted on our website when it relaunches September 1.