Help & FAQs

Sometimes you can cancel or change your order if you let us know as soon as possible. Please email customer services at store@franklinsonline.com with your name, order number and address details.

If we have not dispatched we will try our best to either cancel or amend it for you.

Orders are typically shipped on the same day, so if your order has already been dispatched then it cannot be cancelled. If this is the case, you can either refuse the parcel on delivery or return it once you receive it.

Your order confirmation email is sent as soon as you place an order. If you don't see it, please check your spam or junk folder.

If it's not there, the email address entered may be incorrect. If this is the case, contact our customer service team at store@franklinsonline.com for assistance.

Voucher codes expire within 2 weeks once they are issued. Please use them within this timeframe, as we cannot issue another code once expired.

Some exclusions apply to discounts. For example, discount codes do not work on electrical items. Some discount codes also expire within 2 weeks, so please use them within this timeframe as we cannot issue another code once expired.

Yes, you can make purchases without an account. However, we encourage trade customers to sign up for discounts and bulk order benefits!

If you can't get logged into your account, try resetting your password on the user account login page.

If you have forgotten your username or are still having issues logging in, email our customer service team on store@franklinsonline.com for assistance.

Yes! We offer a "buy now and pay later" option through Clearpay.

If ordering hair extensions online, please send clear photos of your hair in natural daylight, to store@franklinsonline.com. We can try our best to help match the colour for you.

Alternatively, visit us instore to view hair extension shades in real life. This is the best way to get an accurate colour match.

We're sorry your order is missing items! We do our best to avoid this by checking all orders twice before they leave us.

Please contact customer services on store@franklinsonline.com, with your name & order number to provide information and pictures of the items you have received.

Please also send a picture of the signed packing slip, so we can investigate with the team.

For in-store product-related queries, call our Belfast store at 02890 757574.

For online queries, the quickest way to reach our customer service team is via email at store@franklinsonline.com. Our customer service team is available Monday to Friday, 9am - 5pm.

We currently ship to the United Kingdom (including Northern Ireland) and Ireland. For more information, see our shipping information page.

Due to our location and the increase in shipping fees, we are unable to offer free delivery.

Standard shipping is dispatched within 1-2 working days and delivered the next business day from dispatch for Northern Ireland and 2 business days for Mainland UK / Islands.

Express shipping will be dispatched the next day*.

*for full details, see our shipping information page.

Click & collect is available from Jennymount Business Park, Belfast. Please only come to the store when you have received your "order ready for pick up" notification.

If you would like to pick up your order from a different store, we can arrange collection from our Newry branch. However, this would need to be arranged separately so please contact our customer service team with your request.

For more information, see our Shipping page.

We use Royal Mail Tracked 48hr delivery for non-aerosol items under 2kg. For aerosols and items over 2kg, we use DPD.

Orders placed after 2pm will be dispatched the next working day. Orders placed after 2pm on Friday will be dispatched on Monday. Please keep in mind, bank holidays may cause additional delays.

Once your order is processed, you'll receive a dispatch email with tracking information from the relevant courier - either Royal Mail or DPD.

Please note that while we ensure prompt dispatch, when the parcel leaves us we have no control over the delivery timeframe.

We're sorry your order hasn't arrived on time! We strive to dispatch all orders within the timeframe provided.

If the dispatch date is met on our end, delays will be the responsibility of the courier - either Royal Mail or DPD.

To process a return, please email store@franklinsonline.com where one of our online team will respond back within 48 hours. For more information on our returns policy, please see our Returns and Refunds page.

No, we do not offer free returns unless the item was sent in error. You will need to cover the cost of posting the return back us, to the following address:

Franklins Retail Online
Unit 4
Jennymount Business Park,
North Derby Street,
Belfast,
BT15 3HN

For more details, please visit our returns page.

Authorised Refunds will automatically be issued to the original payment method used at checkout, within 5 days after we receive and process your return. It may take a further 5 working days for the funds to appear in your account depending on your bank.

For more information on our returns policy, please see our Returns and Refunds page.

Yes, we accept returns for fascinators if they are unworn, with tags intact and in their original packaging.

Please see our returns page for more information.

Please contact our customer service team on store@franklinsonline.com, with your name, order number and photos of the incorrect or damaged items.

We will then investigate and correct the issue promptly!

Please contact our customer service team on store@franklinsonline.com, with your name & order number for further information on how to proceed.

Register your interest in becoming a trade customer of Franklins via our online form. We will then get back to you to inform you if your account request has been accepted.

Trade customers get exclusive discounts across our whole site. Once registered, logged in trade customer will automatically see the discounts available.

Yes, there is VAT included in prices online and in-store. Therefore the price you pay for your order will be inclusive of VAT.

Yes, you will receive a PDF receipt with your order confirmation email. If you do not receive this please email the customer service team on store@franklinsonline.com and we can arrange this.

We may be able to source parts for electricals, like shavers. Please contact us on store@franklinsonline.com for further information.

Keep an eye on our social media pages for any hair or beauty course updates!

If your business is interested in stocking your products with us, we'd love to hear from you! Please contact our customer services team on store@franklinsonline.com with your information.