FAQ's

GENERAL

All prices are displayed in Australian Dollars (AUD)



We accept Visa, MasterCard,. You can also choose to pay with PayPal, Apple Pay or Afterpay. All payments are processed through a secure checkout system

We currently only ship orders within Australia. We can however organise international shipping upon request.

Please email international shipping enquiries to info@frankieupstairs.com.au 



Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details. 
However, we are unable to combine orders or add pieces to an existing order once it has been placed. 
Please note we aim for same or next day dispatch once an order is placed.
If you need to make any amendments, please email info@frankieupstairs.com.au



Once your oder has been shipped you will receive notification via our Website or shipping carrier confirming shipment and providing you with tracking details.


Once you submit payment, you will receive an email to confirm your order. If you dont receive this, be sure to check your junk or spam folder. If you are unable to locate this, please email us at info@frankieupstairs.com.au



We have 3 rules of returns, item(s) must be returned:

1. We will be happy to accept returns for all online purchases you are unhappy with if they have been unused, unworn or have a proven manufacturers fault, for a full refund within 14 days of date on original purchase receipt. Please email customer service at info@frankieupstairs.com.au for further instructions on how to return your item(s), 
 Please include your Web order number in the subject line, Full name and Address and a short message regarding your request. We will reply within 1-2 business days.

2. Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.; and

3. Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags and shoe boxes. Refunds
Refunds will only be issued for for incorrect, faulty or damaged items. For change of mind or incorrect selected sizing you will receive a store credit to the value of the item(s). 
 Sale Items 
Sale items can only be returned for a

Strictly no refunds unless item(s) are faulty or damaged. 



From time to time Frankie Upstairs has special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided on the Voucher Code page . The value of the promotion will be applied to your order automatically. Please note only one promotional code may be used per transaction and cannot be used in conjunction with any other promotions


If there is a problem with your order, please email us at info@frankieupstairs.com.au and someone from our customer service team will be in touch within 2 working days.

allow 3 Business Days for Express and 5 business days for Standard Shipping Standard Delivery of AUD $7.95 applies Express Delivery of AUD $10.50 applies FREE DELIVERY on all orders over AUD $150.00

Free Next Day Delivery Geelong
Available in the following selected

postcodes only: 3216, 3220, 3218, 3215, 3219
(if you select this delivery method but live outside of the delivery areas listed your order will be cancelled and refunded)

 • Addresses entered for Next Day Delivery must be view-able on google maps otherwise your order will be refunded.

Geelong Next Day orders must be placed before 2pm AEST and will be delivered between 9am - 5pm the following Day.

Orders placed after 2pm AEST or on a weekend/public holiday will be delivered the day following next business day.

By selecting Next Day Delivery you are authorizing the driver to leave your parcel at the selected delivery address without a signature.

You may request a phone call 30 minutes prior to your delivery arriving if you wish to be at the destination when you parcel arrives. Enter this request at the Shopping Cart page in the field titled Please leave special instructions below:

• Delivery is not available to Parcel Lockers or PO Boxes  Delivery Terms & Conditions

• Geelong Next Day Delivery available Monday to Friday (excluding Victorian Public Holidays) to residential addresses within specified postcodes. Next Day Delivery is not available to Parcel Lockers, PO Box or Business addresses.

• By selecting Geelong Next Day Delivery, you are providing authority to leave your parcel unattended at the delivery address if nobody is available to receive the order.

• All orders sent within Australia require a signature on delivery, with the exception of Same Day Delivery orders. If you are not available to sign for your order, Australia Post will leave a note with instructions for pick up from a designated post office. If you are an Australia Post My Post customer you may be contacted by Australia Post prior to delivery offering their Safe Drop service where you waive the requirement for a signature. Note: if you elect to use this service, the agreement is between you and Australia Post, and Own Kind takes no responsibility for any lost or damaged items due to the use of this service.

• While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

• If any items in your order are out of stock at the time your order is packed, we will notify you via email and refund you for those items. Free Shipping Terms & Conditions

• No promo code needed! Free delivery is automatically applied at checkout when your order is over the specified threshold. 

• The threshold for free delivery is calculated after any promotions and discounts are applied. Delivery on public holidays: All orders received on public holidays will be delivered next business day. Delivery during busy Christmas period: Due to the festive season, you may experience a slight delay in deliveries from Australia Post.


AFTERPAY 

What is Afterpay 
  Afterpay offers instalment plans for online shoppers within Australia. The payment platform allows you to purchase in four equal instalments, due every fortnight. Simply choose Afterpay as your payment method at checkout. All of your payments are interest free and you will receive your online order straight away based on standard shipping time. 



1. An Australian debit or credit card

2. To be over 18 years of age

3. To live in Australia

4. Set up an account on the Afterpay website here or at the online checkout. Your application will be subject to Afterpay’s credit assessment. 
How Does it work 

At the checkout, simply select Afterpay as your payment option. You will be redirected to the Afterpay website to process your order. Register or login into Afterpay to confirm your order. Please note: The funds for the first payment must be available on your nominated card at the time of checkout You will then be redirected back to our website to receive your order success confirmation. Each order is subject to Afterpay's credit assessment. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your nominated debit or credit card every fortnight. To find out more, please visit the Afterpay website here  
Can I return my after pay order 

Yes, our current online returns policy applies to all Afterpay online orders. With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.   Whilst we do not offer exchanges online, you can would like to exchange your Afterpay purchase you can do so in store. What if I miss a payment
 
For each payment that is missed, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here. If you are going to have any issues with upcoming payment instalment please contact Afterpay in advance for assistance.

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