$10 FLAT RATE SHIPPING OR FREE SHIPPING OVER $100* (EXCLUDES OVER-SIZED ITEMS)

RETURNS + REFUNDS

Online Returns Policy

We want you to be confident in your online purchase with Frankie Say Relax. We will happily exchange, provide store credit or a full refund* (conditions apply) on your purchase if the item ordered is not right for you. 

  • For a full refund, you need to contact us and return the item to us within 7 days of receiving it. Items returned outside of the 7 day window are not eligible for a refund. 
  • Any refund amount will be less the shipping charges and only once all items are returned.
  • Refunds cannot be processed in store
  • For an exchange or credit note, you have 30 days after receiving your item to request a return. If 30 days have gone by since you received your items, unfortunately we cannot accept a return.
  • To be eligible for an exchange, refund or store credit, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. 
  • There is no exchange or return on sale items.
  • You can exchange your purchase in any of our three stores with proof of purchase.
  • Exchanges will be processed as a new order and shipping applied.
  • All returns are at the expense of the customer and we recommend you use a trackable courier, as we cannot accept responsibility for items lost in transit. 

To start a return, you can contact us at online@frankiesayrelax.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at online@frankiesayrelax.com.au

Damages and issues 

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. On the off chance you receive an item that is faulty, please contact us at online@frankiesayrelax.com.au.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds will not be processed in-store.
Please remember it can take some time for your bank or credit card company to process and post the refund too.

In-store Returns Policy

We do not offer refunds for change of mind purchases made in-store.  We will happily exchange or provide store credit within 30 days of purchase. 

  • For an exchange or credit note, you have 30 days from purchase to return your items in store. If 30 days have gone by since you purchased your items, unfortunately we cannot accept a return.
  • To be eligible for an exchange or store credit, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. 
  • There is no exchange or return on sale items.
  • Proof of purchase is required

Exceptions / non-returnable items 

Certain types of items cannot be returned or exchanged; Perishable goods (such as food, flowers, or plants), earrings, custom products (such as special orders or personalized items), and personal care goods (lipstick, nail polish, beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

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