All orders placed online are generally processed within 3-4 business days after payment has been received. Business days are Monday to Friday and exclude weekends and Public Holidays.

During the lead up to Christmas and or sale periods, additional processing times may apply.

Delivery times.

Please note that delivery timeframes are guidelines based on estimated time of arrival from the dispatch date, not the date your order is placed.

Once dispatched, you will receive a tracking number. Please allow up to 7 business days for your order to arrive. This is dependent on your shipping address within Australia. Interstate and regional addresses may require additional shipping days. 

Frankie’s House & Gifts cannot be held responsible for delays caused by COVID and Courier Networks. Frankie’s House & Gifts does not guarantee delivery by customer requested dates or those estimated time of arrival as supplied by third party Couriers.

What if my order hasn’t arrived in the estimated time.

You will receive tracking details via email once your order has been shipped. If you have not received tracking information, please check your junk inbox. 

Please ensure you have correctly entered your shipping address details (house number, street name, suburb and postcode) as we cannot be responsible for orders that do not arrive due to error in address. You may incur additional shipping charges if this occurs unless it is the error of Frankie’s House & Gifts. Once your order has been shipped, we cannot accept responsibility for any lost parcel. 

Please note, you are responsible for tracking the progress of your shipment and ensuring your package is collected from your local post office if an attempted delivery has failed. If you do not collect your package from the post office in the specified timeframe and it has been returned to sender, you are liable for the re-shipment cost and no refunds will be issued.

Returns + Customer Service.

The utmost care is taken when wrapping orders for posting. Should your purchase arrive damaged, please contact hello@ including a description of the damage and photographic evidence, within 7 days of arrival. The products and packaging must be returned in an unused condition. Any product and packaging that is returned in a used condition will not be deemed faulty/damaged. You may incur additional shipping charges to return the product or if appropriate, a refund will be given within 7 days. If the product is returned in an unused condition we will happily replace the product.

Unfortunately, we cannot accept refunds for a change of mind. If the size you have chosen is incorrect, we will happily exchange your purchase with another of the same product with new correct size. Exchanges will only be accepted on full price items within 14 days of purchase. Exchange is not available on sale items. In order to successfully exchange your order, the following procedure must be followed:

1. Email hello@frankieshousegifts.com.au with your purchase number, and new size you would like to receive.

2. The original order must be returned in unused condition at the customer’s own shipping expense. If there is damage to the packaging and or product, we will not be able to accept the exchange.

3. Frankie’s House & Gifts will send out the exchange product, shipping costs will be at the expense of the customer. 

Please note additional shipping charges will apply to your order, even if your original order qualifies for free shipping. 

While we understand how frustrating it is when you're waiting on an update on your delivery status, please only send one email (hello@frankieshousegifts.com.au) so our customer service team can work on updates faster.

Every message we receive is looked at separately, so if you can keep it to one message per issue we'll be able to get back to you that much sooner.

We appreciate your understanding and patience while we work with a third party to locate your parcel during this current climate

Customer Service Team members are currently working Monday, Wednesday, Thursday and Fridays on reduced hours.

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