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 a credit note via email which has no expiry date! You can use it at any time on our website. We aim to process all returns the same day they are delivered to our HQ (please note our returns are delivered to our store first, then delivered by private courier the next business day to our HQ).
DOWNLOAD A RETURN FORM
If you need to return an item back to us, please send it to the address listed below:
FRANKII GATEWAYS RETURNS
Shop 327 Gateways Shopping City
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 14 days of receiving your parcel (21 days for international returns)
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 14 days of receiving your order (21 days for overseas parcels)
- must be new and unworn with all original swing tags attached
must not be a Sale or during any special promotion sales
- 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.
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.
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.
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 major 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, we will offer an online credit note or 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.
Unfortunately, we do not offer exchanges due to the fast turn over of product. We recommend using your Online Credit Note to purchase an alternative size or product.
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).
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). 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
- 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?"
PROCESSING OF RETURNS
We aim to process all returns the same day your parcel is received into our HQ. During peak times though (sale periods, public holidays, Christmas/New Year), please allow 2-5 business days when your parcel is received by us. Upon completion, an email will be sent to you with your online credit note for you to use.
Due to the fast turnover of our stock, we do not provide exchanges or hold styles - we recommend using your online credit to purchase a new size or product.
If you believe your garment has a fault, please email our customer service team at firstname.lastname@example.org. Upon receiving your request we will handle this with high priority to arrange the best possible course of action for you!
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.
When Frankii receives the item/s and accepts your return, we will issue a credit note for the total value of the item/s returned.
Your agreement with AfterPay will still stand and you will continue to pay any scheduled repayments.
For more information on terms and conditions, visit Afterpay's website HERE. For FAQ's relating to Afterpay, please click HERE.
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.
STILL HAVE A FEW QUESTIONS?
Contact one of our customer service representatives at email@example.com
All orders will be processed within 24 to 48 hours.
At Frankii we use Australia Post Registered Parcel Post. Standard shipping 3-10 business days depending on your location and Express shipping 1-3 business days (must be located within the Express Post network).
If you have not received your purchased items within 10 business days of making your order please email us with your full name and order number and we will look into your delivery immediately. Often its just a case of attempted delivery, however, due to you not having been home, it has been sent back to your local post office awaiting for collection.
Once your order has been carefully packed and posted you will receive an email with a tracking number that will enable you to track your parcel with Australia Post.
With Registered Post, if you are not home at the time of delivery you will be left a card and your parcel will be taken to your nearest Australia Post office.
All Australian orders are sent via Registered Post for $10, however when you spend over $100 it will be delivered FREE of charge. There is only one delivery price per order, not per item.
To make things easy, Frankii offers a flat delivery rate of $25 for standard international shipping.
Once again, International orders will be sent with Registered Australia Post.
Unfortunately we are unable to offer free postage for items over $100, for international postage.
Estimated international delivery time varies with location, however, will roughly be between 1-3 weeks for standard international, or 2-8 days for express international shipping.