FREQUENTLY ASKED QUESTIONS AND CUSTOMER CARE
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 firstname.lastname@example.org or phone (61 3) 5444 3914 and our customer service team will be able to help get this sorted for your right away.
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 here don’t stress – just get in touch with our customer service team via email email@example.com or phone (61 3) 5444 3914.
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 firstname.lastname@example.org or phone (61 3) 5444 3914 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?
We will need to fix this for you right away before your order goes out the door, so please get in touch with immediately with your correct shipping 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.
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.
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 HAS 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 email@example.com to keep us updated and let us know if there is anything we can do on our end to assist you.
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 24-36 hours and up to 4 days within peak seasons for us to process your return once we receive it. You will be notified via the email address used in your Frankie and Co Customer account.
WHEN WILL I RECEIVE MY EXCHANGE ORDER?
If you’ve opted for an exchange, we’ll let you know your new order details via email once processed. Your exchange order will be sent back out to you in the returns bag that you are required to provide and you can expect delivery as per your normal delivery estimates.
HOW LONG AFTER I RECEIVE AN ORDER, CAN I MAKE A RETURN?
If your return is lodged or initiated within 14 days of receiving your items we can accept returns back for processing.
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 firstname.lastname@example.org or phone (61 3) 5444 3914 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. If you wish to exchange for different sizes please contact us via our email email@example.com or phone (61 3) 5444 3914 and we will do best to accommodate you.
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.
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 firstname.lastname@example.org or phone (61 3) 5444 3914 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.
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 email@example.com or phone (61 3) 5444 3914 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 firstname.lastname@example.org 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 email@example.com or phone (61 3) 5444 3914 with any enquiries regarding brand information and we will do our best to assist!