FAQ
Currency:
All prices are shown in Australian Dollars and include GST.
Payment:
We accept PayPal, Visa, Mastercard & American Express. Note: We use the PayPal checkout System but you don't have to have a PayPal account to pay by credit card.
Delivery:
Within Australia, we use Platinum express post via Australia Post which requires a signature upon delivery. If no-one is home to sign for the parcel it will be redirected to your local Australia Post Office where you can collect it. Photo Identification will be required upon collection. Delivery is usually between 1-2 business days. Internationally we use Express post international, Delivery is usually 4-5 business days.
Delivery is flat rate $10.00 within Australia and $20 Internationally.
Duties & Tax:
Your order might incur additional charges depending on the duty and tax regulations of your country of residence. These are the responsibility of the customer.
Giftwrapping:
All purchases come beautifully presented in signature frankie and stella giftwrapping.
Returns:
*frankie and stella will not accept any returns without a Return Authorisation Number. (RAN#).
If you're not 100% happy with your order we will gladly issue a store credit. Please contact us within 7 days of receiving item(s) to receive your personal RAN#. Item(s) must be in original condition with original receipt and all tags attached (where applicable) and returned within 7 days after receiving your RAN#. frankie and stella are not responsible for postage costs for change of mind items.
We cannot accept change of mind returns on Earrings or pre-ordered items, so please choose carefully.
Please note that we do not accept returns or refunds on sale items.
If your item(s) arrives damaged or faulty please contact us within 48hrs after receiving your order for your RAN#. Item(s) must be returned to us within 7 days after receiving your RAN#. Item(s) must be with original receipt and have original tags attached (where applicable). Once we receive the Damaged/faulty goods we will refund your money by the method you paid.
All items returned as faulty will be inspected and any items deemed to be subject to wear and tear subsequent to receipt by the buyer will not be accepted as faulty. Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.
We advise Australian customers to send returns by a registered form of Australia Post (Registered Post or Platinum Australia Post) or recognised courier and keep your ‘Tracking Number’. We cannot be held responsible for goods that are lost or damaged in transit. All postal costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.
For our international customers we request that you send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Return postage from outside the Australia is payable by the sender.
Security:
Internet Security Technology
Secure Socket Layer (SSL) Web Server Certificates, such as the one used on this website, encrypt all data sent to and from the web site. This information is scrambled and hence unintelligible if intercepted.
This SSL technology is the standard for secure data transmission over the Internet and when you reach the final payment stage, your connection will change to the secure https channel.
We accept all online payments through Paypal. Paypal keeps your money safe with industry-leading fraud models, address verification and card verification checks, 128-bit SSL and powerful encryption to safeguard and secure the information they collect online.