RETURNS POLICYWe want you to be completely satisfied with your online purchase. We will happily accept a return subject to the following:
AfterPay and Zip Pay Purchases: You are eligible for exchange or credit only (this is due to the cost we incur for offering these services on our website).
Sale Items: Refunds are not available for purchases of items which have been discounted, this includes items purchased during our end of season sale. FWF will provide an exchange where possible or an online credit.
Full Priced Items: You are welcome to return for an online credit, exchange or refund.
Items Purchased Using a Discount Code: You are eligible for an online credit or exchange only. Any purchase made using a discount code of $30 or less in value (like our $20 welcome voucher) will be deemed a full price item.
Pre-Order Items: Eligible for an online credit, exchange or refund. Products purchased on pre-order are no different to an in stock full priced item.
Customised Items: Are final sale and are unable to be returned unless faulty.
HOW TO RETURN / EXCHANGE YOUR ORDER
Please visit our returns portal and follow the prompts to organise your return. You will need your order number and the email address associated with the order.
- If you wish to return an item, you must lodge your return via our returns portal 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. Please be careful when trying on your piece, as any items with marks, makeup etc. are unable to be returned.
- Gift Cards may not be returned.
- Free Exchanges means you will receive free shipping to return your parcel back to us if you choose an exchange. Friends with Frank will issue a prepaid returns postage label for all eligible customers once your return has been approved.
- Exchanges available for Australian based customers only. If you are based outside Australia, please request a store credit or refund instead.
- If you choose a store credit or exchange you will not be charged for the return shipping label and your return shipping will be free!
- We unfortunately cannot guarantee that we will have the requested item in stock to exchange and we are unable set items aside for exchanges.
- We will contact you if your requested exchange is unavailable to discuss your options.
- We can only offer an exchange to an item of the same value. If you wish to exchange for an item of different value, you can return for a gift card and use this to place a new order once issued. Alternatively, you can return for a refund and place a new order right away for the items you wish to receive instead.
- Please note we can only provide one free exchange per order, any subsequent exchanges must be shipped at the customer's cost.
- You will receive free shipping to return your parcel back to us if you choose a store credit. This is available for Australian customers. Friends with Frank will issue a prepaid returns postage label for all eligible customers once your return has been approved.
- Store credit is issued via Gift Card and can be used to make a future purchase. Our store credits do not expire.
- Your credit includes the cost of the product but not any shipping paid on the original order.
- Gift Cards cannot be refunded.
- Your refund includes the cost of the product but not any shipping paid on the original order.
- You can send your item back independently or utilise our easy returns to have your returns postage label provided to you. If you choose to use our label to return your garment, we deduct $10 for the use of our returns label if you are an Australian customer. Customers shopping from outside of Australia are required to arrange their own return shipping.
- Depending on your payment method the funds may take 2-3 business days to clear back into your account after your refund is approved.
- Any refunds will be processed via the original method of payment. We are unable to process refunds to any alternative payment methods.
- If you have used a combination of web credit and card/PayPal then your web credit will be re-issued and your payment refunded.
- Customers shopping from outside of Australia are required to arrange their own return shipping.
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').