Returns Policy
For Harnesses, Collars, Leads, Poop Bags, Bow Ties only.
PLEASE NOTE: THIS POLICY IS NOT APPLICABLE FOR DOG CLOTHES.
We hope you love your order, but if you are not completely satisfied with your purchase, we accept returns for store credit only.
Forever Frankie is unable to take responsibility for sizing issues. Please carefully read the sizing guide for each specific product before placing your order. If in doubt, please email us with your dog's neck and chest measurements before purchasing.
If you find your purchased item doesn’t fit, the style doesn’t suit your pooch or if you’re not entirely satisfied with your purchase, we will provide you with a store credit so that you can find an alternative size or product. We Do Not offer refunds.
Please note that at Forever Frankie we do not accept exchanges. If you would like to order a different size, return your merchandise as soon as possible and we will issue you a store credit if the items are deemed eligible according to the return requirements laid out below.
All faulty items will be replaced, if replacements are not available, they will be refunded. All other returns and exchanges will be offered a store credit.
Store credit can be used to order a different size or any of Forever Frankie other products. Your Store Credit will be issued in the form of a Gift Card that will be emailed to you once your return has been received.
RETURN REQUIREMENTS:
- Merchandise must be returned within 14 days of the order delivery date.
- Merchandise must be unworn, unwashed, unstained and unperfumed, contain no hair / fur and be clean and new.
- If your pet chews your Forever Frankie merchandise, please note that we do not consider this reason for our merchandise to be labelled defective and does not fall under 'wear and tear'.
- As per our terms below, any products sold as a Sale Item cannot be returned.
Please note if you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return. If your return does not adhere to the requirements it will not be refunded.
Delivery and shipping costs are non-refundable.
If an item is to be returned, the return shipping cost will be at the customer’s expense. The cost of shipping is at the buyers expense with the exception of it being a faulty item.
Processing Returns
We expect to process your return within 5 business days of receiving it.
Store Credit
- Store credit can only be used at Forever Frankie
- Store credit cannot be transferred to another person or account.
- Any purchase amounts that exceed the value of the store credit can simple be topped up through payment for the remaining balance due via our ordering portal.
- The Forever Frankie Store credit does not have an expiry date.
All 'Dog Clothes' Return & Exchange Policy
Our Dog Clothes are 100% customised and manufactured specially for your order here in QLD, Australia. We want you to be 100% satisfied, but since these items are custom made to each order, we can only refund damaged goods. Faulty merchandise may be returned for a full refund, exchange of purchase or replacement product.
Please also note that these items are fashioned, shaped, and machined by hand in QLD. We DO NOT guarantee EXACT sizing. We allow as a standard a difference of + or - 7.5% on length, girth and chest measurements. Please factor this into your sizing.
If you have ordered the wrong size, colour or have simply changed your mind, we do not provide a refund or swap - so please double check your sizing and be sure of your purchase! Unfortunately when we pack the orders we do not know what size your dogs is, what your favourite colour is, nor do we know what colours match your fur baby.
To prevent any sizing issues we have tried to make it easy by providing you with two sizing charts on each Dog Clothes page. We encourage you to get in contact with us via the chat on our website, - or simply email us at contact@frankieandfriends.com.au to check the sizing if you are uncertain.
Please feel free to use this service as it may prevent heartbreak down the line.
End of Line & ''Sale'' Products
SALE ITEMS & END OF LINE (EOL) ITEMS ARE NON REFUNDABLE OR EXCHANGEABLE
We encourage you to get in contact us via the chat on our website or email us to check the sizing if you are uncertain. Please feel free to use this service as it may prevent heartbreak down the line.
