Returns & Exchanges

Frankie & Friends will happily exchange an item should the size or colour not be right (excludes custom made hoodies - see below). 

Returns Process

Please contact us at contact@frankieandfriends.com.au with your reason for return, your details, and order number.

We will provide you an address to return your item.

Pack your unused, unworn, unwashed, and hair free return item/s into a protected parcel with your receipt/proof of purchase. Items which are returned with hair or smell of washing will be considered worn and non exchangeable / refundable.

Please note: unless the return is a faulty/damaged product, you are responsible for the return shipping costs and the original shipping costs cannot be refunded.

Provide a postal envelope (fully paid) with your return address on it.

We will organise a new size for you and send it back to you in your envelope.

We will try to have your exchanged item to you as soon as we receive it, however please allow up to 10 days (with shipping) for the item.

''Custom made Hoodie'' Return & Exchange Policy

Our Hoodies are 100% customised and manufactured specially for your order here on the sunny Gold Coast, Australia. We want you to be 100% satisfied, but since our Hoodies 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.

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 hoodie page. We encourage you to get in contact us via the chat on our website or 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 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.