FAQs

FREQUENTLY ASKED QUESTIONS AND CUSTOMER CARE

ORDER ISSUES

MY ITEM IS FAULTY, WHAT DO I DO?

First of all we are SO sorry! Not to worry though, please get in touch with us within 24 hours via email info@frankieandco.com.au or phone (+61) 428 904 846 and our customer service team will be able to help get this sorted for you!

I AM MISSING AN ITEM FROM MY ORDER

Firstly, ensure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories are usually wrapped up amongst other items of clothing or shoe boxes within your parcel. If you don’t have any luck, don’t stress – just get in touch with our customer service team via email info@frankieandco.com.au or phone (+61) 428 904 846.

I’VE RECEIVED THE WRONG ITEM

Our customer service team will be able to help get this mix up fixed! Just get in touch with us via our email info@frankieandco.com.au or phone (+61) 428 904 846 so we can assist.

I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION

Please ensure you have checked both your junk and spam folders in case the automatic email has been sent there. You can mark us as NOT JUNK so that you won’t miss an email from us in the future. Still no luck finding this one? Not to worry, just send us an email so we can help.

I NEED TO CHANGE MY ADDRESS. HOW CAN I DO THAT?

If you have entered the wrong address for your order, we may be able to amend this on our end. However, if our warehouse team are too quick for us and have already processed your order by the time we receive your request, Australia Post is able to facilitate the redirection of your package. Simply open the link to your tracking and follow the prompts to amend your address.

CAN I MAKE CHANGES/CANCEL AN ORDER ONCE IT’S PLACED?

Please ensure you pay close attention when placing and order as once it is placed we are unable to make any alterations to that order including cancellation.

WHEN I ADD SOMETHING TO MY CART DOES IT TAKE IT OUT OF STOCK FOR ME?

When you add an item to your cart it does not take it out of stock. Just so you don’t miss out on your size, we suggest processing the order as quickly as possible.

DELIVERY HELP

WHEN WILL MY ORDER BE SHIPPED?

We aim to have all orders shipped 24-36 hours after your order is confirmed. Express shipping is a timeframe of 24 hours.

*Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.

WHEN WILL I RECEIVE MY ORDER?

Check our delivery times and costs here: https://frankieandco.com.au/pages/shipping-delivery

HOW DO I TRACK MY ORDER?

Once despatched you will receive a tracking number via email for your order. You’ll just need to pop this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know.

THE TRACKING DOESN’T SHOW ANY TRACKING EVENTS

Until your parcel has been sorted and scanned into an Australia Post facility there won’t be any tracking events for you to check on. Your tracking ID indicates that your parcel has been despatched from Frankie HQ and has started making it’s way to you. You’ll just need to give the tracking some time to update overnight or once it’s scanned as out for delivery.

MY ITEM WAS DELIVERED TO THE WRONG LOCATION!

Once a parcel leaves our warehouse, it is Australia Post who is liable for its whereabouts. It is best to contact their customer service number on 1300 768 470 with your tracking number at hand and they will be able to give you a detailed response. Please email us at info@frankieandco.com.au to keep us updated and let us know if there is anything we can do on our end to assist you.

 

I HAVE PUT IN THE WRONG POSTAL DETAILS!

Frankie and Co are not responsible for the incorrect information provided within an order. The personal information entered by a customer is not accessible to Frankie and Co for editing for privacy reasons. If you have accidentally entered the wrong postal address please contact us immediately at info@frankieandco.com.au or (+61) 428 904 846 so we can alter this before your order is shipped. If your order has been shipped by the time you have noticed, please call Australia Post as your order is now in their service. If this situation arises we are more than happy to assist, although it is Australia Post who you must direct your enquiries to. 

RETURNS

HAVE YOU RECEIVED MY RETURN?

We will let you know via email once we have processed your return. If you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us. Express post within Australia can take 1-3 business days to reach us and regular post usually takes between 3-5 business days from metro areas. More regional areas including WA can take closer to 8 business days.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We process all returns as quickly as possible however please allow 3-8 business days from them being received. You will receive an email with the details and outcome of your processed return. 

 

HOW LONG AFTER I RECEIVE AN ORDER, CAN I MAKE A RETURN?

Items can be returned within 30 days of delivery for a store credit. Please note we do not offer refunds. A refund will only be provided if an item is assessed and deemed as faulty.

DO I HAVE TO CONTACT YOU BEFORE I MAKE A RETURN?

If you have completed your returns form and included this in your postage satchel with your return, that’s all the info we’ll need from you. Just make sure you take note of your tracking information so you can monitor the parcel’s progress back to us.

I FORGOT TO INCLUDE MY RETURN FORM WITH MY RETURN PARCEL

Any returns that are received with no returns form will automatically be issued with a store credit. Our returns team will only be able to locate the order details if there is a name included on the return parcel, if there is no reference to who has sent the parcel then you’ll need to get in touch with us ASAP.

RETURNING ITEMS WHEN USING AFTERPAY

If you're sending items back to us for returns that were purchased using the AfterPay service, the same return situation applies. Whether you opt for a store credit or exchange you will continue paying off the scheduled payment plan.

MY RETURN HAS BEEN PROCESSED FOR THE INCORRECT AMOUNT

All returns are processed for the total amount paid for the items after any discount codes redeemed on the order have been applied. Please ensure you check that your order did not obtain any original discounts and if the situation arises that you have received a store credit of the incorrect amount please contact us via our email info@frankieandco.com.au or phone (+61) 428 904 846 and we will sort it out for you as soon as possible.

CAN I RETURN SALE ITEMS?

We are unable to accept any returns on clearance/sales or discounted items. Should your item be deemed faulty, please contact us via our email info@frankieandco.com.au or phone (+61) 428 904 846

IF APPROVED FOR A REFUND, WHERE WILL THIS PROCESS TOO?

All refunds will be processed back to the original payment method used to place the order. If you have used a combination of store credit and card/PayPal/AfterPay then your store credit will be re-issued and your payment refunded.

GIFT CARDS

Gift cards are delivered by email and contain instructions to redeem them at checkout. Should you encounter any problems, our Customer Service team will be happy to assist. Please note:

• Our gift cards have no additional processing fees.
• Gift cards are non-returnable and cannot be redeemed for cash.
• Frankie & Co Gift Vouchers expire 3 years from purchase.

PAYMENT

PAYMENT OPTIONS

We accept all major credit and debits cards, as well as PayPal. Australian customers also have the option to checkout with Afterpay. Afterpay are a third-party company who will set you up with a fortnightly payment plan to pay off your items and receive your order straight away.

HELP WITH A PROMO CODE OR GIFT CARD CODE

Promo code not applying at the checkout? Ensure you have read its terms and conditions to ensure your code is valid. If you’re having any trouble applying your promo code or gift card code, just send through a screenshot of the page that displays on your screen to our email info@frankieandco.com.au or phone (+61) 428 904 846 so we can help.

AFTERPAY IS DECLINING MY ORDER

AfterPay are a separate company to us, so we can't be sure of the exact reason why they are declining your transaction. The most common reasons for this can be because:

• You have exceeded the $500 limit of currently placed orders with Afterpay.
• You do not have the full amount of funds available on your card at the time of purchase.
• There may be restrictions in place with your details in the Afterpay system.
• To be eligible for Afterpay you must hold and Australian Visa or Mastercard debit/credit card, be 18 years old or over, and must be an Australian resident.

TECHNICAL ISSUES

I’M HAVING TROUBLE SIGNING INTO MY frankie and co account

If you can’t log into your account using the details you used to create your account, you may not have been successful creating this originally. What you can do is try creating an account again to register your details. Still no luck? Just send an email to info@frankieandco.com.au or phone (+61) 428 904 846 so we can assist.

I’VE FORGOTTEN MY PASSWORD

By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.

PRODUCT & STOCK SUPPORT

WHEN WILL THIS ITEM BE BACK IN STOCK?

Send an email to info@frankieandco.com.au with the name/image of the style you’re after so we can check for you.

HOW OFTEN DO YOU RESTOCK ITEMS?

We’re constantly replenishing our most popular items, as well as adding new arrivals weekly. If you need an item by a certain date let us know the style name so we can check for you.

HOW DO I KNOW WHAT SIZE TO CHOOSE?

We provide an Australian standard size chart as a guide for women to compare their measurements to and see what size will be best for you. Each product also includes specific detailed measurements/descriptions in regards to the garment, as well as any fit/style suggestions.

DO YOU STOCK THIS BRAND?

Send an email to info@frankieandco.com.au or phone (+61) 428 904 846 with any enquiries regarding brand information and we will do our best to assist!