Returns & Exchanges

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.

Please note that at Frankie & Friends 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. Store credit can be used to order a different size or any of Frankie & Friends 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.
  • 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.

Processing Returns

We expect to process your return within 5 business days of receiving it.

Store Credit

  • Store credit can only be used at Frankieandfriends.com.au
  • 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 Frankie & Friends Store credit does not have an expiry date.

''Party Shirt'' Return & Exchange Policy

Our Party Shirts 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 Party Shirts 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 Party Shirt 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.

''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.

Please also note that our Hoodies are fashioned, shaped, and machined by hand  on the Gold Coast. 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 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. Feel free to use our chat on our website or email us at contact@frankieandfriends.com.au to check the sizing if you are uncertain. This service as it may prevent heartbreak down the line.

'"Rashies" Return & Exchange Policy

Our Rashies 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 Rashies 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.