Shipping & Delivery
Christmas Period:
Please note all items are handmade and during the Christmas period there is a high volume of orders. Please allow 5 business days for us to create your order before posting it guaranteed dispatched (including Click & Collect) 6th business day from date of order. This is an updated current timeframe so please take into consideration for expecting your order. If you require your items sooner please select Priority Express at checkout, if you have any enquiries please contact us. We aim to get through as many of your special orders as we can each day, please be kind.
Christmas Shipping Cut Off:
Due to high volume during this Christmas period, your last day to order online to receive in time for Christmas via AUS METRO EXPRESS SHIPPING only is: Monday 19th December. Please take into consideration that when ordering from WA & rural areas, you will need to allow more time for your parcel to be delivered We would recommend ordering a few days before our cut off date to account for the additional time needed to reach your destination.
Alternatively you can you select at check out the Click & Collect option your order from our Mermaid Waters, Gold Coast location. Cut Off is: Monday 22nd December. or visit us In Stores!
Closures:
Our Head Office & Customer Service team will be closed these Public Holiday dates:
24th, 25th & 26th December
31st December & 1st January
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Placing Your Order
Once you have placed your order you will receive a confirmation email. If you do not receive a confirmation email please contact us directly - hello@franklymydearstore.com
Please Note: All items are handmade, Frankly My Dear does allow three business days to create your order before posting it guaranteed dispatched 4th business day from date of order - Excludes Public Holidays. For urgent orders please select Priority Creation + Express Shipping when placing the order to ensure we are able to get it to you as soon as we can. For WA and NT orders, please allocate more time for your parcel to transit to you.
If items are lost in the post Frankly My Dear reserves the right to send out a replacement. Items that are delayed due to Australia Post, Aramex or DHL are not covered for a refund if they are successfully delivered even though not on time.
Important Update for Our US Customers
Due to current disruptions and delays, Australia Post has temporarily suspended postal services to the United States. As a result, we’ve made the difficult decision to pause all orders and shipping to the US until further notice. We understand this is disappointing, and we’re so sorry for any inconvenience this may cause. Unfortunately, these delays are beyond our control, and we want to avoid putting you through long wait times or uncertainty. We’re closely monitoring the situation and will resume US shipping as soon as services return to normal. Thank you so much for your understanding and continued support.
Shipping Methods & Costs
Australian Standard Shipping Costs - $8.00
Australian Express Shipping Costs - $10.00
Australian Priority Creation + Express Shipping - $15.00
This is for orders that need to be created quicker than our 3 business day lead time. They will be sent 1 business day after ordering via express shipping. Excludes Public Holidays
International Standard Shipping Costs
International Shipping - $12.00
Please note international orders may attract customs duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. As we are unable to advise the amount this may be, please check with your local customs authority prior to placing an order. Unfortunately we can not send to Russia. All Orders with Russian Addresses will be cancelled. Frankly My Dear reserve the right to cancel any orders if the cost of shipping far exceeds our normal rate, you will be emailed when cancelling and refunding your order in full.
Important Update for Our US Customers
Due to current disruptions and delays, Australia Post has temporarily suspended postal services to the United States. As a result, we’ve made the difficult decision to pause all orders and shipping to the US until further notice. We understand this is disappointing, and we’re so sorry for any inconvenience this may cause. Unfortunately, these delays are beyond our control, and we want to avoid putting you through long wait times or uncertainty. We’re closely monitoring the situation and will resume US shipping as soon as services return to normal. Thank you so much for your understanding and continued support.
Click & Collect
Click & Collect is only available from our Head Office on the Gold Coast in Mermaid Waters.
We have a production lead time of 2-4 days. To collect something quicker than this lead time please email hello@franklymydearstore.com
Collection is by appointment only and Monday - Friday 9:00-5:00pm. (Please do not show up without an appointment as staff may be absent at times)
When your order is ready you will receive an email or text message for collection, please text your order number with a collection time to 0420 869 171.
Tracking Queries
Australia - Please allow up to 3 working days before querying your parcel. To track your order please email us - hello@franklymydearstore.com - with your name, address and invoice number.
New Zealand - Please allow up to 7 working days before querying your parcel. All orders will be sent via Australia Post, please consult the tracking link before emailing us at hello@franklymydearstore.com - with your name, address and invoice number.
Rest of the World - Please allow 7 - 14 business days. All orders will be sent via Australia Post, please check your tracking number on their website, if you have further queries after 14 business days please email us at hello@franklymydearstore.com - with your name, address and invoice number. Please understand that any custom/border delays are out of our control, refunds will not be permitted for delays on shipments.
Cancellations
Once an order is submitted we are unable to change or cancel the order if already in production. If production hasn't commenced there will be a 10% restock fee.
GST & Sales Tax
Please note that GST and tax calculations are based on the country specified in your shipping address.
Important Information
- We are unable to redirect orders once they have been dispatched.
- If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent 'return to sender' after 3 days and you will be responsible for postage charges for Frankly My Dear to return it to you.
- Any return to sender items due to an error on the purchasers end will not be refunded and a second postage charge will be required to resend the items.
- If your Australia Post or DHL tracking number shows that your parcel has been delivered Frankly My Dear are not responsible for replacement. We recommend not choosing the 'Safe Drop' option as you will not be covered.
- Any damaged goods during transit will be exchanged after the damaged product is returned to Frankly My Dear Store.