Returns and Exchanges
EXTENDED CHRISTMAS RETURNS POLICY
If your order was placed between the 28th of November 2018 and the 25th of December 2018, you are eligible for our Christmas Return Policy and have up to the 10th of January 2019 to return or exchange your items. Please contact us at email@example.com to organise your return via our usual returns and exchanges process, as outlined below.
GENERAL RETURNS POLICY
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll happily accept a return subject to the following conditions:
- Full priced items can be returned for a refund, store-credit or exchange
- Any costs associated with return postage are the responsibility of the customer
- Sale items or items purchased during a promotional event are only eligible for a store-credit or exchange only
- Orders placed using Afterpay and Zippay are not eligible for a refund but can be returned for an exchange or store-credit
- The item must be returned within 10 days of receiving your purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe
- Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached
- Gift Cards may not be returned
Store-credit notes are valid for 12 months from the date of issue.
friends with frank is not liable for the loss of garments being returned. We encourage you to return your item/s via registered or traceable postal services and taking note of your tracking number. Returned items must be sent by a prepaid method of shipping.
HOW TO RETURN / EXCHANGE YOUR ORDER
Email firstname.lastname@example.org to organise your return. Please include the following details in your email:
1. Order number
2. What you’re returning
3. Reason for return
4. If you would like an exchange/refund
5. If exchange, what item you’d like to have sent back
Once approved you will be provided with return address to send your item/s back. Before returning please ensure you’ve read and understood our terms and conditions and returns policy, if any item/s are returned that don’t meet the condition the garment was in upon original receipt, will be returned back to the customer and charged a returned shipping fee.
Please note, all exchanges processes on our Australian site include complimentary shipping when being sent back to you! Exchange requests are subject to item/s availability.
PROCESSING YOUR RETURN
We endeavour to process refunds as soon as they are received but please allow up to 3-5 business days for returns to be processed. You will receive an email notification of the status of your refund once finalised. Refunds can take several business days to reflect on your credit card statement. This varies depending on your payment provider.
friends with frank is bound by Australian Consumer Affairs and applicable laws and regulations.
Any item considered faulty under these laws / regulations will either be fixed, replaced or refunded. The mode may depend on the circumstances (e.g. the nature of the 'fault').
We're so sorry if an item you received is not in perfect condition. If you have received an item that is damaged or possibly faulty, please contact customer service immediately at email@example.com. Please note, this excludes fair wear and tear.