Frequently Asked Questions
Discount Codes
Discount Codes are limited to one per order and cannot be combined with more than one discount code.
Discount codes cannot cannot be applied to Final Sale items or combined with any other offers or promotions.
Returns
If you have changed your mind about your order or purchased the incorrect size, we are able to offer a store credit (excludes dog hoodies, dog skivvies, & dog sun and sand rashies). Please read our full returns policy here.
Do you offer exchanges?
Unfortunately, we do not offer exchanges on our products, however we will issue you a store credit if it meets all of our requirements of our return policy.
Do you ship internationally?
Yes we do! Please see our shipping options after you have entered your details at the checkout.
Any import fees, taxes or duties are the responsibility of the recipient and must be paid by the recipient of the parcel. Frankie and Friends is not liable for any of these fees.
How much is shipping?
We offer free shipping on orders $150+ if you use the code FREESHIPPING. However please note this discount code cannot be used in conjunction with any further discounts.
International shipping ranges between $15 - $50 AUD depending if it is standard or express shipping and the weight of the order.
For more information, please see our shipping guide.
What happens if my order gets lost?
Frankie & Friends are no longer responsible once the courier picks up your order from our warehouse. After that, it is out of our control, and we recommend that you contact us if you would like to add insurance to your order to cover the costs in case your package goes missing.
In the case that your shipment is lost or damaged in transit; we are not responsible for lost packages during transit. We are not responsible for shipments sent to forwarding services or companies regardless of shipping service selected. We are also not responsible to weather related damage or delays. Once your package leaves our hands it is completely out of our control, however, we will do our best to resolve your issue.
What can I do if I ordered the incorrect size?
Frankie & Friends is sorry to hear that. Please refer to our ‘Returns & Exchanges’ Policy regarding what options are open to you.
How can I contact Frankie & Friends?
Frankie & Friends can be contacted through:
Email at: contact@frankieandfriends.com.au
Can I cancel my order?
Frankie & Friends attempts to process and ship your order within 24-48 hours. Due to this tight turnaround it may not be possible to change or cancel your order. Please note it is not possible to change or cancel an order that has already been processed and dispatched.
Otherwise please email us at contact@frankieandfriends.com.au and we will do our best to accommodate your change or cancellation.
My order hasn't arrived yet, where is it?
If your order has been dispatched, an email with tracking information would have been sent to your nominated email. We recommend tracking your item to see where it is.
Sendle / Australia Post / Fastway aren't responding - can you help me find my item?
We can track your item on our end, but it's most likely we can't see anything more than you can. Sendle, Australia Post and Fastway often respond within one business day to any queries.
Will I receive shipping information?
All of our orders are sent with tracking information, which is sent to the nominated email provided at checkout.
I have put in the wrong address, what can I do?
If we haven't sent your order out, get in touch with us as soon as possible and we can update in our system. If the item has already left us we will do our best to have it returned to us/ diverted to your correct address. Unfortunately, in most instances (and if it is able to be diverted) there will be extra shipping costs which we will ask you to cover.
What payment methods can I use to place my order?
Frankie & Friends accept payments made via the following methods:
- Visa
- Mastercard
- PayPal
- American Express
- Afterpay
- Klarna
- Zip Pay
- Laybuy
Are my Payment details safe?
Frankie & Friends protect the security of all sensitive information transmitted to us with SSL (Secure Sockets Layer) encryption. During payment processing and within other secure areas of our website this secure layer encrypts the information you provide to us such as passwords and credit card details.
Because we respect your privacy and are appreciative of your business and the trust you have placed in us, at no stage (other than to complete a delivery) will we provide any account information, email, contact or other personal information to any third-party vendors or service providers.