AUSTRALIA WIDE DELIVERY
Enjoy free delivery for all orders over $150.
For all orders under $150 a flat rate (standard shipping) of $9.95 delivery fee will be charged.
Delivery times are 3-5 business days from the time of order. A dispatch confirmation email displaying your track and trace number will be sent once the order has been shipped.
Express shipping is available for $15, delivery times are 1-2 business day from the time of order.
All deliveries are made by Australia Post.
*Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.
PICK UP IN STORE (Bendigo store only)
This service enables you to shop online and collect your purchase in store avoiding delivery charges. We aim to have online orders available for collection in store within 2 business days. You will receive a confirmation email when your order is ready for collection.
During the checkout process you may elect to collect the items in your shopping bag from our Bendigo store (35 Wills Street, Bendigo).
*Please note this service is not available for our Swan Hill store.
NEW ZEALAND DELIVERY
Enjoy standard shipping flat rate of $12
Delivery times are 4-5 business days from the time of order. A dispatch confirmation email displaying your track and trace number will be sent once the order has been shipped.
Express shipping is available for $18, delivery times are 2-3 business day from the time of order.
All deliveries are made by Australia Post and will require a signature on delivery.
*Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.
INTERNATIONAL DELIVERY
Enjoy standard shipping flat rate of $16.
Delivery times are 3-10 business days (depending on location) from the time of order. A dispatch confirmation email displaying your track and trace number will be sent once the order has been shipped.
All deliveries are made by Australia Post and will require a signature on delivery.
*Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.
**International delivery costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient. For more information on taxes, duties and customs regulations please contact your local customs office directly.
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TRACKING YOUR ORDER
When your online purchase is complete you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.
LOST OR DAMAGED GOODS
If your order is lost or damaged in transit, please Contact Us within 7 working days of placing your order so that we may assist you.
The following outlines our returns, exchanges and refund policy. By processing your payment with Frankie and Co Clothing, you are accepting the following terms and conditions regarding shipping and any returns of your purchases. Please note that refunds will strictly only be provided for items assessed and deemed as faulty. A store credit or exchange will be offered in all other circumstances.
All return policies issued by Frankie and Co Clothing abide by and are in line with the Australia Consumer Law (ACL)
If you require clarification or have any questions, please contact customer service via email info@frankieandco.com.au or phone (61 3) 5444 3914. info@frankieandco.com.au
NEED TO RETURN AN ITEM? HERE ARE THE STEPS!
1. Read the Returns Policy information located on this page
to see if you qualify to make a return.
2. Download, print and complete a returns form.
3. Include your returns form with the item(s) you wish to return
and package together in a mailing satchel.
4. You will need to cover the return postage to send your return to us,
please also ensure to send your order with an activated tracking number
and have this information accessible.
Please send all returns to the following address:
FRANKIE AND CO RETURNS
SHED 2,
PURTILL LANE (OFF MATCHETT DRIVE)
EAST BENDIGO
VIC, 3550
RETURNS POLICY
- Items can be returned within 14 days of successful delivery for an exchange or store credit. Please note we do not offer refunds. A refund will only be provided if an item is assessed and deemed as faulty.
- All item(s) to be returned must be in their original, unworn, unwashed condition. All tags and incidentals (i.e. spare buttons) must be attached.
- Please take care when trying on the item as we are not able to accept returns with makeup stains. If the item is deemed unsellable it will simply be returned to the customer.
- Please check your junk mail before emailing Frankie and Co regarding order information as emails can sometimes redirect themselves there.
- By purchasing from Frankie and Co Clothing, you have accepted the possibility of slight variations in colour and size specifications. Colours may appear slightly different dependant on individual monitor settings.
PROCESSING TIME
- We process all returns within 2-3 business days of them being received.
- You will receive an email with the details and outcome of your processed return.
STORE CREDIT
- Returned items will be issued a store credit, unless you have requested an exchange or have been approved for a refund due to a faulty garment.
- A store credit is valid for six months from the date of issue and can only be used in one transaction.
- A store credit does not cover shipping costs and cannot be used to purchase gift cards.
- A store credit cannot be used in conjunction with any other discounts.
EXCHANGE
- If you would like to make an exchange please complete the returns form with the details of your requested exchange.
- It is required that you include a return postage satchel, so we can send the requested item back to you. If this is not supplied, a store credit will be automatically created in its place.
- Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot hold items for exchanges.
- Any requested items that we do not have in stock will automatically be issued as a store credit to use at your leisure.
- We highly recommend keeping a tracking number of the parcel that you send back to Frankie and Co Clothing. If a parcel does not make it back to Frankie HQ safely we are not liable to replace/credit your item.
FAULTY ITEMS
- Frankie and Co have strict quality control procedures in place. Every item that leaves our warehouse is individually checked and signed off before being shipped.
- Please contact customer service via email info@frankieandco.com.auor phone (61 3) 5444 3914 within 24 hours of receiving your product if you believe it to have a manufacturing fault. We will treat this at the highest of priority. Please ensure you do not throw out any of the packaging information as this will be required to move forward.
REFUNDS
Refunds will only be provided if an item is assessed and deemed to be faulty. Please contact the Frankie and Co Clothing Customer Service Team to be approved for a refund for damaged of faulty products.
AUSTRALIA POST
Lost/stolen packages
Frankie and Co cannot accept responsibility for items that are lost or damaged when being sent out or returned to us. Frankie and Co are happy to assist with any questions, but please direct all enquiries to Australia Post. If this situation arises, the customer can only be reimbursed if Frankie and Co are approved a credit by Australia Post for the lost/damaged item. We highly recommend customers keep a copy of their tracking number when returning items to Frankie and Co. If we do not receive a return/receive a return damaged, we are not required to compensate the customer.
Covered by this service
Our Australia Post Service offers delivery with safe drop or will be sent to the post office at the driver’s discretion. This means if you are not home at the time of the delivery, your order will be left in a safe place, so it is ready and waiting for you. Australia Post will also take a photo of where your order was left. If you have specific instructions on where you need your post delivered, please contact Australia Post with your tracking number and give them this information. Any instruction left in the notes section on a Frankie and Co order cannot be passed onto Australia Post as we are a separate service.
PRE-ORDERS
- Pre-orders are to be paid for at the time of the order being placed and are shipped as close to the date provided on the Frankie and Co Website as possible.
- Please refer to the description of the item on our website to see the approximate delivery window. Please keep in mind the date provided is an estimated date and the item may arrive earlier or later than anticipated.
- All items ordered together will be held and shipped together once the pre-ordered item arrives.
- If you require items that are not on pre-order to be shipped earlier please place a separate order for these items.
- Please take care when processing your order as all pre-orders are final – no additional items can be added to the order and the order cannot be cancelled or edited before delivery.
SALE ITEMS
- We do not accept returns on sale items so please choose carefully.
- If you require the same item in a different size, please contact customer service via email info@frankieandco.com.auor phone (61 3) 5444 3914 with your order number and we will do our best to accommodate you.
- Items purchased during flash sale periods are included under this sale policy so please ensure you choose your item(s) carefully.
DISCOUNT CODES
- Only one discount/credit code can be used per order.
- If you have an existing code during a sale period, unfortunately only one can be honoured - so it is up to you to decide which ones to use.
- If you forget to use the code in your order we are unable to refund/credit the difference to amend this.
- Discount codes cannot be honoured outside their given timeframe.
