At Franky & Cate, the online experience is all about you!

1. Delivery & Shipping

All Franky & cate products are beautifully wrapped and carefully boxed to prevent any damage in delivery.

All of our items are posted free of charge via regular Australia Post to all Australian addresses. 

Express Post is available on all orders for a flat rate of $12.50 if you wish to receive your parcel earlier.

All of our deliveries are registered and require a signature on delivery. Please note, for all postal box deliveries (PO Box), you may have to show photo ID at your local Post Office when accepting your parcel. 

Hint: If you work Full-Time It is sometimes best to have deliveries made to your work address so that you don’t have to rush to the Post Office after hours.

Tranking of all of our deliveries is a complimentary service that ensures we can track all of your precious purchases from our warehouse to yours or your gift recipient’s door.

You will receive a confirmation of your despatch alongside the tracking number when your order leaves our warehouse and most of our domestic parcels will be delivered within 2-5 working days depending on your address and location.

2. Returns, Exchanges and Refunds

If, for any reason, you are unhappy with your unworn & unused purchase of Franky & Cate, please contact us (please add hyperlink to Contact Us page) as soon as possible but within Seven (7) days of receipt of the product with the following information;

• Your order number or invoice number
• Your contact details including your name and email address
• You reason for returning

We will respond with a RAN (Returns Authorisation Number) which must be used on all return shipping documentation.

FAULTY GOODS

All goods are thoroughly checked prior to despatch however if your goods are damaged in transit, we will arrange the return of your faulty item and your replacement quickly and simply. 

Franky & Cate will accept all of the freight charges for returns if;

1. The product is faulty
2. The return has been approved by our customer service department.
3. The return is accompanied by the Return Authorisation Number (RAN) given to you at the time of contacting customer service.
4. The return is made by our nominated method or carrier.

CHANGE OF MIND

For incorrect choice, incorrect colour, poor fit, duplicate items or “I just don’t love it anymore”, you can return the unworn, undamaged, unsoiled product to us within seven (7) days. We are happy to offer a store credit or a refund of the product. All we ask is that you pay the return shipping costs.

Please remember, all returns, even for change of mind, must be accompanied by a Return Authorisation Number (RAN) given to you at the time of contacting customer service.

Understandably, there are a couple of conditions to our incredible returns policy.

• The item must be returned unused, unworn and in brand new condition and in the original packaging
• You must obtain a Return Authorisation Number (RAN) from our customer service department before sending goods back to us.
• For faulty items, the return must be made via the carrier or method indicated with your RAN.
• When packaging your item for return, we suggest recycling our original packaging as best you can to ensure the product arrives safely back to us in original condition.
• If, when a change of mind item is returned, it is obvious to us that the item can’t be resold, is soiled, used, worn or damaged, we reserve the right to withhold any credit or exchange. 
• If goods are returned without an RAN or via a non-preferred carrier, return shipping costs will be yours.

If we have made an error on your order or the items were damaged in transit, please email us and let us know straight away so that we can remedy our error and have your beautiful item replaced in a flash!

EXCEPTIONS

Please note, we can not accept returns or exchanges on the following items;

• Personalised items
• Custom coloured items
• Custom branded items
• Customised products
• Bulk orders of 5 or more of the same item.
• Final sale items.

Refunds and credits will be processed as soon as possible but always within 2 weeks.