RETURNS & EXCHANGES

Updated January 10th 2025

RETURN & REFUND POLICY

You have 7 days from the date of delivery to request a return. Returns will only be accepted if lodged within this timeframe and meet the conditions below.

We offer refunds, store credits, and exchanges in the form of a store credit depending on the item type.

FULL-PRICE CLOTHING ITEMS

Eligible for a refund or store credit once your return is received and approved.

SWIMWEAR & SALE ITEMS

Eligible for store credit only. Refunds are not available for these items.

Swimwear must have the original bag, tags, and hygiene sticker intact, and must not be worn, washed, or damaged.

HOW TO REQUEST A RETURN

  1. Email hello@dearfrankie.com with “RETURN” in the subject line.

  2. Include your name, order number, item(s) for return, and reason for return.

  3. For faulty items, attach clear images showing the fault or damage.

  4. Once your return is approved, we’ll provide instructions on where to send it. Unauthorised returns will not be accepted.

  5. Returns must be sent within 7 days of receiving return instructions.

Customers are responsible for return shipping costs unless the item is confirmed faulty under Australian Consumer Law. We recommend using a tracked service, as Dear Frankie is not responsible for lost parcels.

CONDITIONS

To be eligible for a return, your item must:

  • Be unworn, unwashed, and in original condition

  • Have all tags attached and be returned in its original packaging

  • Be free of makeup, tan, perfume, or marks

Items that do not meet these conditions will not be accepted.

We do not offer direct exchanges - if you wish to exchange an item, please return it for a store credit and place a new order using that credit.

FAULTY ITEMS

Dear Frankie complies with the Australian Consumer Law, which guarantees your rights if a product is faulty.

If you receive a faulty item, please contact us at hello@dearfrankie.com within 7 days of receiving your order so we can determine the appropriate steps. Be sure to provide clear photos so we can assist you as quickly as possible.

Dear Frankie reserves the right to determine whether a fault is genuine. If an item is deemed to have a manufacturing defect, you will not incur any additional costs and will be offered a replacement item, or a refund if the product is sold out.

Minor imperfections such as loose threads are a normal part of the garment manufacturing process and are not considered faults.

For any other enquiries, please contact hello@dearfrankie.com.