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FAQ

SIZING

Please see our size chart below and also make note of the fit comments for each style. If you need exact measurements for a particular garment / size please contact us directly: info@frankieanddash.com or 1300 699 136

 

 RETURN CONDITIONS

 

All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.

 

Except if an item is faulty, FRANKIE + DASH will offer a refund, exchange or FRANKIE + DASH Credit, only if:

 

The return is made within 14 days of the original purchase date;

You have valid proof of purchase;

The items are unworn and in a saleable condition;

The items have not been altered, washed, dry cleaned or damaged while with you; and

The swing tag and any other applicable packaging is still attached and returned.

Please be aware that unless an item is faulty, you cannot exchange or return an item more than ONCE.

 

If an item is not faulty, FRANKIE + DASH retains the right to reject a return on the basis of a failure to adhere to these Return Conditions.

 

FULL PRICE RETURNS

 

Items purchased at full price may be returned for a refund, exchange or FRANKIE + DASH Credit provided that the Return Conditions are satisfied and subject to FRANKIE + DASH’s discretion on a case by case basis.

 

SALE RETURNS

 

Where an item is:

 

(a)  marked at a discounted price;

(b)  purchased during a temporary promotion period (ie VIP Days, One Day sales, discount offers etc); or

(c)  purchased using a coupon or a promotional code;

 

it is considered a Sale Item.

 

Except if the item is faulty, Sale Items can only be returned for a FRANKIE + DASH Credit and provided that the item meets the Return Conditions above

 

FAULTY RETURNS

 

FRANKIE + DASH is happy to offer a return if an item purchased is deemed as faulty.  Send your return to through the Online Returns process below within a reasonable time with your proof of purchase (being a receipt or an applicable bank statement which can be confirmed as the purchase transaction).

 

When FRANKIE + DASH receives the item, it will be assessed by a senior team member and the FRANKIE + DASH Repairs Department (if required) and you will be notified of the outcome as to whether or not it is deemed as faulty in accordance with company policy and guidelines.

 

If the item is faulty, FRANKIE + DASH will offer to repair, replace or refund the value of the item plus delivery charges.

 

If you were informed the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

 

If the item has a major problem or cannot be repaired, you can choose a refund or exchange.  A major problem is when the item:

 

Has a problem that would have stopped someone from buying the item if they had known about it;

Is unsafe;

Is significantly different from the sample or description; or

Doesn’t do what FRANKIE + DASH said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and FRANKIE + DASH will compensate you for any drop in value.

 

 

REFUND TENDER

Refunds will be returned to you in the manner you paid for the item (debit or credit card, Afterpay, PayPal), with the exception of cash, which will be returned to a debit card. Any items purchased using FRANKIE + DASH Credit or FRANKIE + DASH Vouchers, will be returned for FRANKIE + DASH Credit.

Your return will be assessed within 48 hours of receiving it back at HQ and you will receive an email once your return has been processed. Please allow up to seven (7) business days from the email, for this to be visible within your account.

ONLINE RETURNS PROCEDURE

Should you wish to return any items purchased online, back to our Online store, follow the procedure below:

  1. Print off the returns form and fill in all the details. Failing to enter the correct details may result in a delay with your return.
  2. Include the form with your return parcel.
  3. Pay for postage + send back! We recommend using a tracked delivery service to ensure your parcel arrives securely.

If you are exchanging one item for another, please double check the name, size and colour of the new item before you process the return.

If you are requesting an exchange, a self addressed return satchel must be provided with your return or you may be charged $10.00 for the additional delivery. International customers requesting an exchange must pay a shipping fee for the same amount as the original purchase in order for the new items to be dispatched. 

If you are required to pay an additional amount for an exchange, your nominated debit/credit card, or PayPal account will be charged before the new item is sent.  When you agree to finalise the return, you give FRANKIE + DASH the right to debit your debit/credit card or PayPal account for any outstanding payments resulting from the exchange before sending your order out.

If you are attempting to return an item outside of the 14 day period you must contact info@frankieanddash.com before the item is returned or it might be refused.

 

SHIPPING COSTS FOR RETURNING ONLINE

Your online order will be delivered to you in a reusable courier bag which can be used to package your return, however you must pay the cost of shipping goods back to FRANKIE + DASH.  If you are returning a faulty item, FRANKIE + DASH will arrange to refund your shipping costs after the item has been determined to be faulty in accordance with the Faulty Returns section above.

FRANKIE + DASH is not liable for any loss, damage or delay arising from, or in connection with, the transport and return of the goods to FRANKIE + DASH.

It is recommended to ship goods back to FRANKIE + DASH using Australia Post or an equivalent secure postal service and ensuring a tracking number is provided. If tracking is not purchased, and a parcel being returned is delayed or lost, this is not the responsibility of FRANKIE + DASH and must be taken up directly with the chosen postal service provider.

Please be advised that our online warehouse is not open to the public, and we do not accept in person drop offs of any merchandise.

 If you have any further questions please don't hesitate to contact us: info@frankieanddash.com or 1300 699 136

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