Frequently asked Questions | Frank and Beans Underwear Australia
Frequently asked Questions
We know how important it is for you to get the accurate information you need fast and we understand that you don’t have time to be messed about. That's why we're so passionate about providing you with the smoothest possible experience on our website and via our customer support.
Frank and Beans are located down under in Sydney Australia, our response times to email enquiries and social media messages may vary because of the different time zones. So, we've put together this list of answers to commonly asked questions about shipping, this will give you all the info you'll ever need right here at your fingertips. The answers to your own burning questions are very likely to be just a few seconds away in this comprehensive guide below. It's generally the fastest and simplest way to find the answers to every question you could ask.
If you can't find the answers you need, please contact us here. We'll be very happy to help in any way we can.
How long will it take for my order to process?
All orders are sent for picking and packing within 6 - 12 hours. Once your order is inspected, picked and packed it is then collected by our courier within 6 - 12 hours. The total handling time from placing your order to having it sent out of our warehouse with our courier is between 12 - 24 hours not including weekend or public holidays.International orders are processed within the same time frame as above.You can track the process of your order here
Do you provide international shipping options?
Yes, we ship our Underwear worldwide. Please allow 3-21 business days for delivery.
Im having trouble checking out and paying?
This may be a browser issue where your cache hasn't updated, try and clear your cache, close your browser and try again. If you aren't sure how to clear your cache you can check out this comprehensive guide here
Can I change my order after it has been placed?
If you have accidentally placed an item into your order that is wrong or you would like to change anything else in your order please contact us at here immediately.We will try and catch your order before its picked, packed and ready for shipping. Sometimes we can change an order however if the order has moved to the final shipping stage we won't be able to change your order.
How long will it take until my order arrives?
For Australian Orders we currently have 4 shipping options available on checkout to choose from:
Free Shipping (5 - 9 Business Days)
VIP Delivery (3 - 8 Business Days)
VIP Delivery Online Tracking (2 - 4 Business Days)
Express Delivery (1 - 2 Business Days)
Western Australia (WA), Regional, Country, Remote and Island locations can take extra additional days for final delivery to occur due to distance from our Sydney warehouse to your shipping address.International orders are sent using DHL eCommerce, shipping times vary on Country location. Average delivery times for International orders are between 5 - 15 business days, all international orders come with full online tracking. These shipping time guidelines below are based on estimates starting from the date your order was collected for delivery by DHL eCommerce:
New Zealand: 3 - 5 Business Days
Hong Kong / Singapore: 5 - 7 Business Days
China: 7 - 11 Business Days
Rest of Asia / Pacific: 7 - 12 Business Days
France: 5 - 7 Business Days
Germany: 6 - 10 Business Days
United Kingdom: 5 - 10 Business Days
Rest of Western Europe: 5 - 12 Business Days
Canada: 5 - 11 Business Days
USA: 5 - 9 Business Days
Russia: 9 - 21 Business Days
Rest of the World. 5 - 12 Business Days
How secure is your checkout?
When making payment our payment clients automatically encrypt your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits, which is the highest level commercially available.
How do I track my order?
You can track your order by clicking the link below. Once the page loads enter your tracking number to see the latest location of your parcel.Click here to track your order here
What happens if i wont be home for delivery?
Normally the courier will leave a collection card in your letterbox advising where you can collect your parcel from. If it's safe and your parcel is 500g or under there will be an automatic Authority to Leave placed on your delivery.
Parcels that aren't collected within the time frame will be returned to our warehouse.
Redelivery fees apply to have your item resent back out or normal restocking fees will apply if you want a refund minus any shipping fees.
Can I change my delivery address?
Once your order is placed, changing the delivery address is often difficult to do as all orders move through our system automatically after the order is confirmed in our system.We may be able to change the address if the parcel isn't close to shipping, please fill out the online contact form making sure you include the email address your order was placed from along with your order number to avoid any delays. Please contact us here
Do I receive 5% off if I pay with Cryptocurrency?
Yes, the discount applies to any customer who pays with our list of accepted Cryptocurrency available on checkout. Our full list of accepted Cryptocurrency payments can be found here If you buy an item on sale or use a coupon code, you will still receive 5% extra off the sales price. Example: when using a 50% off discount code and choosing to pay with Bitcoin will get another 5% off which equates to a total 55% discount.We recommend CoinSpot Australia to buy your Cryptocurrency coins safely, you can open an account here to buy Cryptocurrency.
Which Cryptocurrencies do you accept?
Yes, we accept at the moment 19 Cryptocurrencies on checkout, simply choose the coinpayments.net box and you will be redirected to our payment processor automatically.
Below is our list of available Cryptocurrency coins we currently accept:
Ripple (XRP) 5% extra discount on checkout
Ethereum (ETH) 5% extra discount on checkout
Bitcoin (BTC) 5% extra discount on checkout
Litecoin (LTC) 5% extra discount on checkout
Bean Cash (BITB)
Bitcoin Cash (BCH) 5% extra discount on checkout
Bytecoin (BCN) 5% extra discount on checkout
Binance (BNB) 5% extra discount on checkout
Dash (DASH) 5% extra discount on checkout
DigiByte (DGB) 5% extra discount on checkout
Dogecoin (DOGE) 5% extra discount on checkout
Ether Classic (ETC) 5% extra discount on checkout
NEO (NEO) 5% extra discount on checkout
Tron (TRX) 5% extra discount on checkout
NEM (XEM) 5% extra discount on checkout
Monero (XMR) 5% extra discount on checkout
Verge (XVG) 5% extra discount on checkout
ZCash (ZEC) 5% extra discount on checkout
Tether USD (USDT)
What payment methods are accepted?
We accept PayPal, Afterpay, Zip Pay, Visa Mastercard Debit and Credit Cards. American Express is available to some PayPal customers whom PayPal has activated this payment option on their account.
POLi is available to Australian customers who bank with one of our accepted banks, to check if your bank is POLi compatible please click here. POLi is Australia’s leading real-time online debit payment method. It offers a secure alternative to PayPal, BPAY and credit cards by giving customers the option to pay from their internet banking. Please note that the Maximum POLi order is $1000, any order higher than this cap must select another payment method on checkout.
Can I use Zip to make a purchase?
Zip pay is accepted on all orders, for more information take a look at our zip page here.
How does Afterpay work?
Using Afterpay you can pay for your order over 8 weeks. There's no interest or added fees and nothing to pay up front for returning Afterpay users. Payment is automatically deducted from your credit card in four equal payments each fortnight and your order is shipped as normal, so there's no waiting like a layby. To use Afterpay you need:
A debit or credit card
To be over 18 years of age
To live in Australia
Visa or Mastercard (please note American Express (AMEX) is not accepted currently)
When Afterpay is available for your order it will appear as a payment option at the payment screen of checkout. Just follow the steps to make your payment. If returning products from your order any refunds are adjusted to your final payment schedule. If your entire order is refunded prior to your first payment being charged no payment will be taken for your order. For full terms and conditions or to access your Afterpay account please visit www.afterpay.com.au
I don't have Paypal, can I still buy?
Other than PayPal we also accept Debit and Credit Cards Visa Mastercard, and American Express. Cryptocurrencies are also accepted for any online purchases.
I'm having trouble checking out with PayPal?
Usually, the quickest fix for this problem is to check out with another browser, it's possible your current browser isn’t the latest version with the latest security updates. If this doesn't work for you, please try one of the following which may help further:
Clear your browser cache
Make sure your browser isn't blocking " popups “ - PayPal needs to open in a popup box for you to log into
Please ensure you’ve checked a shipping option - you cannot checkout unless a shipping option is selected
You need to agree to the terms and conditions, this is done by ticking the box just above the login to PayPal button
I want to return my item, what do I need to do?
We want to keep you happy and will do what we can to achieve this. All you need to do is send a message from the Contact Us page and ask for a Return Request Form.
If you want to swap your underwear for another size, colour or style please inform us in your message.
We will in return email you an RRF with further instructions on how to return your order safely.
There is a small return delivery charge from our warehouse back to your shipping address for exchanges.When returning Underwear, we need to make sure the following guidelines outlined below meet undergarment hygiene laws:You need to make sure everything is Unworn - Unwashed - In Original Packaging + Tags - Within our 30 day exchange period
What is your returns address?
Please Contact Us to receive a Return Request Form (RRF) before mailing any Returns / Exchange orders back.
The RRF will be emailed to you along with full return and address instructions, once requested.
Please note: no returns will be accepted without an RRF.
Is there paperwork to include with my return?
Contact Us and ask for a Return Request Form (RRF). We will email you an RRF to be printed and placed inside your return parcel.Please don't forget to include your order number when you contact us, If we require further information we will email you back.
Can I return a sale item for a refund?
Items on sale can be returned for exchange or store credit only. Feel free to choose another size, colour, style or Gift Voucher for the same value.Fees apply for shipping items back out from warehouse to your shipping address.
What are your return rules and conditions?
When returning Underwear, you need to make sure the following guidelines outlined below meet undergarment hygiene laws: You need to make sure everything is Unworn - Unwashed - In Original Packaging + Tags - Within our 30 day exchange period For exchanges, a shipping fee of $7.95 is payable to send back your exchange from the Frank and Beans warehouse to your shipping address. Restocking fees of 20% apply for orders being returned for a refund.
How do I enter my coupon code?
To claim the discount voucher for your underwear all you need to do is the following:
Add all the items you want to buy, by pressing the " add to cart " button on the product page
Once finished go to your Shopping Cart. You can access the Shopping Cart by clicking on the little Trolley icon in the top right corner of the website. Now select the Green " Pay " button
Now you have been directed to the Checkout page, you will see two boxes for codes
Enter the coupon code in the " Have a Coupon Code " Box. If you enter the coupon code into the " Have a Gift Card Number " box the discount won't calculate
What is the 30 Day Money Back Guarantee?
Post your order back within 30 days and we will refund you no questions asked.For the claim to be validated the product must be returned unworn, opened, washed due to hygiene laws. Sale items can only be returned for exchange or store credit.
What is the Frank and Beans Promise?
If you don't like it return it for refund or exchange. For the claim to be validated the product must be returned unworn, opened, washed due to hygiene laws. Sale items can only be returned for exchange or store credit.Postage fees apply to returns / exchanges shipping back out to your shipping address from our warehouse.
Will your Underwear shrink in the wash?
Not at all, we recommend you wash the underwear in lukewarm water then air dry per our washing care instructions. Always follow the washing care instructions to maximize your Underwears lifespan.
Will colours fade in the wash?
No, our Underwear doesn't fade, don’t use bleach and they will last and last.
Frank and Beans, what does it mean?
It's not a " brief " story.
What is your mailing address?
This address isn't for return / exchange orders Frank and Beans Underwear PO BOX 714 Wahroonga NSW 2076 Australia
What fabric dyes do you use?
Further information can be found at our dye information page located here
I forgot my password, how do i reset?
On the login page, click " forgot your password " link. You will then be prompted to enter your email address, if there's a registered account that matches your email address you'll receive a password reset email. Once the email arrives click the password reset button to be redirected to our password reset page. When the page loads you can enter your new password to regain access to your account.