Refund policy
Returns
Frank Rae accepts returns on full-priced items within 14 days of delivery.
Customers may choose between a refund or store credit, provided the return meets the conditions outlined below.
We take great care in the quality of our pieces and want you to feel confident when ordering with us. If an item is deemed faulty, a full refund will be issued once the item has been returned and inspected.
Return Conditions
To be eligible for a return:
- Items must be returned within 14 days of delivery
- Items must be unworn, unwashed, unaltered, and in original condition
- Original tags must remain attached
- Items returned not in new condition may be refused and returned to the customer
Final Sale Items
- Sale or discounted items are final sale and are not eligible for return, refund, or exchange
- Gift cards are final sale
Specific Item Conditions
- Footwear must be returned in its original shoebox, in original condition, free from damage or postage labels
- Swimwear and intimates must be tried on over underwear. For hygiene reasons, returns will only be accepted if the protective hygiene strip and tags remain in place
- Beauty & wellness products are not eligible for return for hygiene reasons
Return Postage
- Return shipping costs are the responsibility of the customer
- Original shipping fees are non-refundable
How to Return?
- Email hello@frankrae.com within 14 days of receiving your order to request a return.
- Please include the following details in your email:
- Full name
- Order number
- Item(s) you wish to return
- Reason for return
- Whether you are requesting a refund or store credit
- Once your return request has been approved, you will receive an email with a return form and further instructions. Please include this form with your returned item(s).
4. Once your return has been received and inspected, you will be notified and your refund or store credit will be processed within 5 business days.
Return Address
Frank Rae
96B Colloden Avenue, Vincentia NSW 2540