Returns


Not quite right?

Return your purchase to Frankez within 5 days of receipt for an exchange or credit note only. Please see the procedure on how to return to us below.

Products must be returned in their original condition, unworn, unwashed, unaltered and with all tags attached. No smell of perfume, deodorant or make up is permitted so please take care when trying on your order.

All items will be inspected on return to Frankez. Frankez reserves the right to reject a return. If any item is deemed unsuitable or not in a new condition this will be returned to the purchaser without an exchange or credit.

Please note we do not exchange or give credit on jewellery and accessories (apart from unworn footwear) due to hygiene reasons.

Please also note we do not exchange or give credit for items that are discounted i.e. sale.

Due to the popularity of our ranges we cannot guarantee that we will have a different size in stock to exchange by the time we receive your return. Therefore, if you require a replacement size, please advise when you email us advising us of the return/exchange and we can do our best to help you out.

Return shipping for exchanges back and forth is at a buyer’s expense. Frankez does not offer free shipping on returns. Frankez is not liable for any return postage fees and original shipping charges will not be refunded.

Returns will be processed within 5 working days of receiving your item(s). Once we have your return, you will then be emailed with your Store Credit Voucher number.

Returns Process

Reminder: 5 day return process:

  • Please send an email to SALES@FRANKEZ.CO.NZ with details about your return along with your invoice number
  • We will email you back with a returns authority number and physical address to return it to
  • Courier or post your return to us using a traceable method. Keep note of this tracking number for your reference. Frankez is not liable or accepts responsibility for any return courier/ postage fees or packages lost in transit
  • You will receive an email once your return has been received and processed.
  • Please allow 5 business days from the time we receive your return for it to be processed
  • Frankez will not accept returns after the 5 day return policy. Any items will be forwarded back to the purchaser

International returns

Please contact Frankez via email (SALES@FRANKEZ.CO.NZ) before sending any items back. We will contact you and give you further information and instructions before you send it back to us. Please note Frankez will not be liable for any customs surcharges, any other fees, damage or loss of items in transit when returning items

Faults

Items that are deemed faulty upon delivery need to be reported to Frankez in the first instance via email within 5 days. Frankez will email you with further instructions on what to do next. Once faulty items have been returned to Frankez and the item accepted as a genuine fault, we will meet our requirements under the NZ Consumer Guarantees Act to source a replacement (depending on stock availability) or issue a credit note or a refund.

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Please note that the goods are your responsibility until they are returned to Frankez. We are not responsible for items lost in transit

Any faulty garments you return after 5 days (from date of receipt – NZ CUSTOMERS) & 2 weeks (from date of receipt – INTERNATIONAL CUSTOMERS) cannot be accepted

Cancellations

Once an order has been placed it cannot be cancelled

Pricing and Credit Notes

All pricing is in New Zealand Dollars (NZD) and are inclusive of GST. Prices are correct at the time of publication, however we reserve the right to alter pricing at any time.

Credit cards transactions are made via PayPal.

Your Frankez credit note voucher will be valid for 3 months from date of issue. The full credit must be used within the three months from date of issue. Credit will be issued via email – POSTAGE IS NOT REFUNDED/ ADDED TO YOUR CREDIT

All custom and duty charges are the responsibility of the purchaser

Security

A fast, secure alternative way to make payments. Choose to fund payments with your credit card, debit card, or bank account.

PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).