Returns + Exchanges
** CHRISTMAS RETURNS**
All purchases from November 16- December 20 are eligible for our extended return policy. You will need to contact us by December 31 to organise the return or exchange. Please check below for details about our policy.
We understand that buying clothing for kids online can be tricky so we are happy to offer a refund on items as long as the following have been met:
- Items must be returned within 14 days of purchase with the original receipt or other proof of purchase.
- Unless faulty, items returned to Frankie + Roy must have the original tags/labels attached and be unworn, unwashed, or otherwise unused.
- Customer to pay for return postage.
Before returning an item, please email firstname.lastname@example.org
Instructions for return
Frankie + Roy accepts returned items by post only.
We recommend that you return your item/s using registered mail – as Frankie + Roy is not liable for the loss of a returned item in the mail.
Please include the below information with your return to help with the processing:
- Your name, address and contact details;
- Date your original order was placed;
- Copy of receipt; and
In the unlikely event of a faulty item, we will arrange the most appropriate return method.
If you would like to exchange an item, please send us an email email@example.com with the details of the style, size and colour that you would prefer. If we have your preferred item in stock, the item from the original order will first need to be returned and a new order containing the exchanged item will be processed. Any discounts received in the original order will be carried over in an exchange.
If we do not have your item in stock, we can either swap your original purchase for a different product of the same value, or provide you with a refund. If this occurs, we will contact you first to discuss.
Where an email address is provided, Frankie + Roy will notify you once your return has been processed.
Shipping Costs with exchange and returns.
Unless an item is faulty, Frankie + Roy is not liable for:
- shipping costs on the original item;
- shipping costs to return an item – whether change-of-mind return or exchange; or
- shipping costs for an exchange item.
For faulty items, Frankie + Roy provides a full product refund, including shipping, and covers all costs associated with return postage. Before returning a faulty item, please contact Frankie + Roy to arrange the most appropriate return method.
Please read the product and sizing description carefully before purchasing sale items. We DO NOT offer exchange, refund or store credit on items purchased on sale.
If there is a fault in the item we will be happy to exchange (or replace if your item is no longer available). Please send an email to firstname.lastname@example.org to discuss the exchange.
Refunds will be processed as per the original method of payment. EFTPOS/Credit Card refunds must be processed against the same card used to make the original purchase.