Frequently Asked Questions
Do you ship internationally?
No. Unfortunately, at this time we only ship within Australia. International customers are welcome to shop online for their Australian friends and family.
Can I purchase something if I don't live in Australia?
Yes, you can, although we only ship within Australia. All transactions will be in AUD.
Do you offer local pick up?
Unfortunately, we do not offer local pick up at this time. However, if you require something urgently, please send us an email at hello@frankiandcove.com or send us a message on Instagram and we will do our best to arrange a one-time local pick up for you.
Do you offer express shipping?
Yes, when the Express Post option has been selected a flat rate of $19 is charged.
How long will it take for my order to arrive once it's been sent?
Orders within Australia will arrive in 3-11 business days. Unfortunately, postage times are out of my control. Orders are collected Mondays, Wednesdays and Fridays. You'll receive the shipping notification the day your order is processed.
Can I cancel or change my purchase once it’s been confirmed?
An order can only be changed or cancelled if the items have not already been packed. Please email us at hello@frankiandcove.com as soon as possible to discuss your order with us. Please note: Orders are dispatched within 1-2 business days.
I've changed my mind and no longer want the item I purchased. Can I return it for a refund?
Please refer to our refund policy.
What happens if I place an order and the item I want is sold out?
While we do our best to keep our inventory up-to-date, it's possible that the item you're interested in may have been sold out and our system hasn't been updated yet. If this happens, we'll promptly notify you and let you know when the item will be back in stock or issue a refund. Once the refund is processed, we'll send you a confirmation email.
My order has arrived but is faulty/broken. Can I exchange it or get a refund?
Franki and Cove purchase from reputable companies. We inspect and carefully package all products prior to shipping. However, if the item(s) you have purchased has a manufacturing fault, is damaged or you have received the incorrect product, please contact us immediately at hello@frankiandcove.com with photos and proof of purchase of your faulty, damaged or wrong supplied product(s), so we can ensure a prompt and efficient outcome for you. Please note that refunds can only be issued to the credit card, PayPal or Afterpay account that was originally charged.
What’s your postal address?
PO BOX 4063
Swan View, WA
6056
The item I would like to buy is out of stock. How long will it take to come back in stock?
Our stock availability fluctuates due to seasonal items and discontinuations. If you're interested in a specific product, please don't hesitate to contact us. We're happy to discuss your requirements and provide you with an estimated timeframe for when the product will be restocked.
Do you do special orders?
If you're interested in a specific product from a brand we stock, send an email to hello@frankiandcove.com with details. We can then provide you details of availability and estimated timeframe of arrival at our storage facility.
What forms of payment do you accept?
We accept Visa, MasterCard and AMEX for credit card payments, as well as Paypal, Apple Pay, Google Pay Union Pay and Shop Pay
Can my purchase be gift wrapped?
Yes. You can have your items gift wrapped for a small fee of $2, $1 will be donated to Share the Dignity. We take pride in carefully wrapping and packaging all gifts so that they are beautifully presented to the recipient.
Can I include a gift card and personalised note with the gift I ordered?
Yes. Please select a gift cards before checking out. You are able to personalise a message on the gift card at the time of placing your order in the comments box provided at checkout.
Will I receive email notifications of special offers?
We may use the email address you provided when signing up for our newsletter or purchasing a product to keep you informed about special offers or promotions. Rest assured; we don't send emails too frequently.
Still have questions? Send an email to hello@frankiandcove.com and we'll do our best to answer them.