Refund Policy

Last updated: 12 September 2026

We want you to love what you ordered. This page explains exactly what happens if you do not, with no small print and no hoops.

Please read the two situations below, because they work differently.

1. If something is faulty, damaged, or not what you ordered

You get your money back in full. All of it, including any shipping you paid.

Email hello@frankiebelle.com within 30 days of delivery with your order number and a photo. We will reply within one business day.

In almost every case we will not ask you to send anything back. Sending a parcel overseas is expensive and slow, and that is our problem to solve, not yours. If we do need the item returned, we arrange it and we pay for it.

You choose whether you would like a full refund or a replacement. Refunds go back to your original payment method within five business days of us confirming.

This applies whenever an item arrives damaged, arrives faulty, is the wrong item, or is materially different from how we described it on the website.

2. If you simply changed your mind

Sometimes a piece is not what you pictured, or the fit is not quite right. Under Australian law a change of mind does not come with a right to a refund, and we are not going to pretend otherwise. What we will say is this: we would much rather hear from you than have you left with something you never wear.

Email hello@frankiebelle.com within 14 days of delivery with your order number and tell us what happened. A real person reads it, usually the same day, and works something out with you.

One thing worth knowing before you write. Our pieces are sent from a warehouse overseas, so posting one back takes months and costs more than it is worth to either of us. In most cases what we work out keeps the piece with you rather than sending it anywhere.

If the fit is the thing you are unsure about, you do not have to wait until it arrives. Our size guide is on every product page, and if you write to us before you order we will help you pick.

Sale items and multi buy discounts

Everything on this page applies to discounted pieces too, including anything bought through our multi buy offer. Where a refund is worked out, it is based on what you actually paid rather than on the full price.

What we cannot take back for a change of mind

For hygiene reasons, section 2 does not extend to earrings or to any piece of underwear where the seal has been opened. If one of those arrives faulty, section 1 applies as normal and you are fully covered.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights sit above everything on this page. Section 2 is something we offer on top of them, for the situation where nothing is wrong with the piece and you have simply changed your mind. Australian law does not require a refund for a change of mind, so section 2 is our own offer, not a limit on anything. Nothing here limits, replaces or reduces what the law already gives you.

If you think an item has a problem, always use section 1. Section 2 is never applied to something that arrived faulty, damaged or wrong.

Where is my order?

If your tracking says delivered and the parcel is not with you, start by having a look around: by the front door, behind a pot or a bin, in the letterbox, with a neighbour, or wherever your carrier normally leaves things. Parcels are sometimes scanned as delivered a little before they actually arrive, and most of them turn up within a day.

Still nothing after 48 hours? Email hello@frankiebelle.com with your order number and we will chase the carrier for you. You do not need to do that part yourself.

If tracking confirms delivery to the right address and the parcel has been taken, please report it to the carrier. We will help you with whatever they need from us.

If the address was not quite right

Please check the address on your confirmation email as soon as it arrives. If something is wrong, reply to that email and we will change it, as long as your parcel has not gone out yet.

If a parcel comes back to us because the address was incomplete, we will email you and send it out again at our cost. There is nothing for you to pay and nothing to re-order.

How long refunds take

Once we confirm your refund, it goes back to your original payment method within five business days. Your bank may take a few more days to show it.

Talk to us

Frankie & Belle hello@frankiebelle.com

We answer every email within one business day, Monday to Friday. If you are not sure which section applies to you, just write and ask. We would rather sort it out than have you guess.