We want you to be completely satisfied with your online purchase. We will happily accept a return subject to the following:
End of Season Sale: Refunds are not available for purchases of items which have been discounted as part of our end of season sale (commencing August 2019). FWF will use its reasonable efforts to provide an exchange or online credit, but given the nature of the sale, and the late stage of the season, this will ultimately be at the discretion of FWF.
Full Priced Items: You are welcome to return for an online credit, exchange or refund.
Sale Items / Items Purchased Using a Discount Code: You are eligible for an online credit or exchange only.
N.b. Any purchase made using a discount code of less than $30 in value will be deemed a Full Price Item.
Afterpay and Zippay Purchases: You are eligible for exchange or credit only (this is due to the cost we incur for offering these services on our website).
- Your refund or credit includes the cost of the product but not any shipping paid on the original order
- Any costs associated with return postage are the responsibility of the customer
- Any refunds will be processed via the original method of payment
- Items 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 time-frame
- Items must be returned in original condition, unworn, unaltered, unwashed and with 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, taking note of your tracking number. Returned items must be sent by a prepaid method of shipping.
HOW TO RETURN / EXCHANGE YOUR ORDER
Email email@example.com 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 firstname.lastname@example.org. Please note, this excludes fair wear and tear.