We process and pack your order within 24-48 hours of receiving your order, excluding weekends and public holidays.
OUR SHIPPING POLICY
We ship all our products directly from our Sydney office. Re-delivery fee will apply if your package is returned to us for wrong/invalid address. Please make sure your delivery address is correct.
3-8 business days
2-5 business days
|Orders below $60||$7||$12|
|Orders $150 and more||Free||Free|
In the event that the wrong address is indicated in the order, and the package is delivered, Franki and Seoul will not be liable for any replacement or refund.
Re-delivery fee/additional cost will apply if your package is returned to us for wrong/invalid address.
WHERE IS MY ORDER?
We will send you an email with the tracking details once the order has shipped and you can track the progress of your order.
If you are not at home to receive the parcel:
Australia Post will EITHER 1) leave a card for you to pick up the parcel at your nearest post office OR 2) if the premise is deemed to be safe and will leave a card to indicate where they have left the parcel at your premise. Australia Post will take a photo as evidence of completion of safe delivery.
** Once delivery is completed, any lost or stolen items will be the responsibility of the customer, Franki and Seoul is not liable for any losses or damages that may occur.
Should you have any problems or concerns, please contact us at email@example.com
We currently ship within Australia now but if you’d like International Shipping, please contact us at firstname.lastname@example.org and we are more than happy to help you arrange shipping. Any additional taxes or duties applied by customs at the destination country are the responsibility of the delivery recipient.
We do not accept returns or exchanges on international orders.
OUR RETURNS POLICY
We hope that you will be delighted with your purchase at Franki and Seoul.
If for any reason, you are not completely happy with your order, you are welcome to return the item within 30 days of purchase (except Gift Vouchers and one time use only items and other products - Cool Enough Studio Bunny Headbands and face masks. *Please note that headbands are not eligible for returns. We’re always interested to receive feedback from you! The items must be unused, and in original, unopened, undamaged and resalable condition. We will be happy to provide you with an exchange or store credit (postage and any discounts applied are not included).
We carefully test and meticulously curate our products. The full ingredient list of each product is shown on each product page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is best to know and understand how your skin reacts to different ingredients and products. Please do a patch test on your neck or inside your wrist, and wait and see for 24~48 hours to ensure you don't have allergic reactions to the product(s).
If you have any queries or concerns about selecting the products, please email us and we would love to help you select products that are right for you.
DAMAGED, FAULTY, OR INCORRECT ITEM
In the unlikely even that you receive an item that is damaged, incorrect, or faulty, we are happy to provide a replacement, refund, exchange, store credit, including all postage costs. Please email us within 7 days of receiving the order and we will be happy to assist in arranging your return.
HOW TO RETURN AN ITEM
Please email us at email@example.com first to let us know what the problem is. Returns will not be accepted unless you have emailed us first as this will help us help you and all of our customers the best way possible. Once your return is received and inspected, we will send you detailed instructions of how to return. Please note that your return must be sent back within 14 days of the order date.