FAQs

I want to pay using Paypal, do you accept Paypal for payments?

Yes, we accept PAYPAL, Visa , MasterCard and most major credit and debit card providers. Please note we do not accept America Express.

I have noticed that Frank and Jellys is based in the UK, do you ship overseas?

Yes, whilst we are based in the UK we regularly our products worldwide. Please note that the present time our distribution centre is based only the UK but we hope to have two further distribution centres launched towards the end of 2016. Please allow for the additional delivery time for your items to reach you. Delivery timescales are 7 max working days however please consider that we cannot account for time taken at customs for items to be processed. All international orders are tracked and require signature.

I am based in American can I pay is US dollars?
Yes all of our products are priced in GBP and will be converted to your chosen currency. Please note that due to exchange rates prices may vary as these will be regularly reviewed in line with exchange rate changes.

I have placed my order online, when will it arrive?

Orders placed before 13:00 GBT will be dispatched the same day. Orders placed thereafter will be placed the next working day. 
For UK we advise 3 working day .
Europe 3- 5 working days.
Rest of the world 5-7 working days.

I have placed my order but I have changed by mind and I would like to change it, how do I do that?
Please email us at your earliest opportunity [email protected] and add to the subject bar EDIT MY ORDER. Please include your order ref number and as much detail as possible and where possible we will try and help. Please note we are unable to amend orders once they have been dispatched.

I have changed my mind and I would like to cancel my order, how can I do that?
Orders can only be cancelled prior to dispatch thereafter you will need to follow our returns policy. 
Please email [email protected] and add to the subject bar CANCEL MY ORDER PLEASE. You need to provide your order reference number and as detail as possible to allow us to assist your enquiry as quickly as possible. Please note that we will try our best to immediately refund your payment however this may take up to 2-3 days based on your bank or building society.

I would like to return my unwanted purchase how do I arrange a return?


All customers have the right to a refund within 14 days and an exchange with 28 days. 
If you would like a refund due to a faulty or unwanted item please email [email protected] and add to the subject bar RETURN & REFUNDS where our team will happily assist you with your enquiry. Please ensure you have read the sites Terms & Conditions. Please note gift cards and bespoke and personalised items cannot be returned.

I have ordered a bespoke/ personalised item how long will it take for my order to arrive?

Bespoke and personalised item lead time vary per product. Please read the items descriptions which will guide you. Please allow for delivery time in addition to the stated lead time. Bespoke and personalised orders are confirmed 24 hours after order and therefore cannot be cancelled thereafter or returned however amendments may be possible depending on what the changes are . Please email [email protected] and add BESPOKE ITEM CHANGES to the subject bar where our team will do their best to assist you.

I have provided you with my email address and contact details what happens to my information?



Your personal information will be handled with the upmost of respect and in line with the Data Protection Act. At Frank and Jellys we hate junk mail and we will never spam our customers it goes against our core beliefs. You can expect a maximum of one email per month from you. We may email you from time to time with our latest offers or events that we think will be of interest to you. You can opt these mails at any time using the unsubscribe function at the bottom of our emails and your details will never be passed onto any third parties.