We want you to be 100% happy with the items you purchase from us!
If you‘re not happy with your new items from Frankii, we‘ve made it super easy for you to return the item/s back to us as easily as possible!
HOW TO RETURN AN ITEM TO US
- Fill out the Returns Form enclosed with your parcel and send your parcel back to us!
- Once your return has been delivered to our warehouse and processed through our returns department, we will issue you with an online gift card via email which has no expiry date or you can have it transferred to use in-store! You can use it at any time on our website, please note that the online credit unfortunately does not cover the postage costs due to system setup.
DOWNLOAD A RETURN FORM
If you need to return an item back to us, please send it to the temporary address listed below:
WHAT CAN BE RETURNED?
All items excluding items marked as Sale items or during special promotion sales can be returned for an Online Credit Note (e-gift card) within 21 days from the date of delivery.
All items including sale items can be returned if the item/s are faulty or suffered a major failure or do not match the description or picture shown.
You don't need to contact us prior to returning your parcel, simply fill out the Returns Form (included with your order) and send it back to us within the timeframe below.
In order to receive an Online Credit Note, your return item must meet the following conditions:
- must be received within 21 days of receiving your order
- must be new and unworn with all original swing tags attached
- must not be a Sale item or during any special promotion sales unless the item/s are faulty or suffered a major failure or do not match the description / picture shown.
- must not have any dirty marks, make-up or fake tan marks
- must not smell of perfume, deodorant, body odour, cosmetics or washing powder
- must not be Swimwear, Bodysuits, Jewellery (Earrings / Necklaces), Undergarments - due to hygiene reasons
Please also ensure you include our Returns Form when sending your garment back to us.
We will inspect all return items upon receipt - any returns which fail to comply with the above will be sent back to you.
The cost of return shipping is at the customer's expense, we will not refund or add credit for the cost of return postage. If you have received a faulty garment or an incorrect garment (due to Frankii Clothing's fault), we will cover the cost of your return postage.
Please note that while very effort is made to accurately display the colour of our garments, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
HOW LONG DO I HAVE TO RETURN AN ITEM?
Please return unwanted items within 21 days from the date of delivery. The return window begins from the date of delivery. Transit delays will not impact this time frame.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Once your return parcel has been received into our HQ expect to receive an email confirming your return has been received and a credit issued in the form of a gift card within 48-72 hours.
We will not process returns until your item is physically received by us in our HQ. We recommend keeping a copy of your tracking number as we are not responsible for parcels lost in transit to us.
DO YOU OFFER EXCHANGES?
Regrettably, we cannot process exchanges due to a fast turnover of stock. For a different item, colour, size or style simply return your current item back to us and place a new order for the item you would like instead.
To make a return, please follow the steps listed in the section 'How Do I Return an Item?’ found above.
Any items marked as SALE (eg during special promotion sales where this is specifically noted, or on the product description of a particular garment) are final and cannot be returned to us (subject to your rights under Australian Consumer Law) unless the item/s are faulty or suffered a major failure. Any Sale items which are returned to us will be returned to sender.
WHAT CANNOT BE RETURNED?
- Items that are marked as "Sale" on the product page description or during special sale promotions where this has been specified unless the item/s are faulty or suffered a major failure
- Swimwear, Bodysuits, Jewellery (Earrings / Necklaces), Undergarments - due to hygiene reasons
- All items which fail to comply with any of our conditions under 'What can be Returned?"
RETURNS USING AFTERPAY
Returns remain subject to Frankii's returns policy.
If you wish to return your item/s, send them back to us as you would for a normal order. Once Frankii receives the item/s and accepts your return, we will issue a credit note for the total value of the item/s returned unless the item/s are faulty or suffered a major failure.
Your agreement with AfterPay will still stand and you will continue to pay any scheduled repayments.
Occasionally our products are loading and the price can take a few minutes to load. If a price is displayed as $0 this is simply a delay in the price loading. We will not honour any products at $0.
WHAT DO I DO IF MY RETURN IS FAULTY?
We are so sorry that you have received a faulty item but we would love to have this resolved for you as soon as possible!
We will offer a refund, store credit or an exchange if you prefer (subject to availability) on any item purchased from Frankii if the garment:
- Has a genuine Manufacturing fault; and/or,
- Does not correspond with descriptions given to you
A faulty item claim must be made within a reasonable time of receiving the goods. Please email your order number, a description and photo of the fault to firstname.lastname@example.org
You can expect to hear back from us within 1 - 2 business days.
For more detailed information please review our Terms & Conditions for Returns
RETURN & EXCHANGE POLICY
In compliance with Australian Consumer Law, Frankii Clothing is not required to provide a refund if you make a wrong selection, need a different size or change your mind. This includes payments made with AfterPay.
If there is a minor fault with the style you've purchased, we will offer to repair or replace it where available. If we cannot repair or replace the style due, we will offer a you a refund. All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at Frankii's discretion. If a refund is deemed necessary, the refund will be processed back to the original payment method used to place the order. If you have used a combination of online credit note and card/PayPal/AfterPay, then your credit note will be re-issued and your payment refunded.
Credit Notes have no expiry date. You will be provided with an Online Credit Note less the cost of any postage you paid when placing your order (if postage was applicable).
STILL HAVE A FEW QUESTIONS?
Contact one of our customer service representatives at email@example.com