Returns and Exchanges | Frank and Beans Underwear
Important Information for Your Return
New Zealand customer? Please use our NZ return form here.
you can start your return at the bottom of this page.
Please review the details below regarding our return policy, exchange benefits, and any associated fees before starting your return.
- Returns & Exchanges Overview: learn about our 30 day policy and the benefits of choosing an exchange.
- Return Rules: ensure your return is accepted by following product condition guidelines.
- Exchanges: enjoy zero fees and a complimentary return label. We cover the cost of return postage to us, as well as the postage to send your replacement back to you.
- Refunds: when a return is created, we provide an Australia Post return label and deduct $12.95 from your refund to cover return postage [Australia Post return postage, not a label printing fee]. You are responsible for lodging your return using this prepaid label either in a red street post box or over the counter at Australia Post. If you prefer to use your own return label instead, please email us before sending it back.
- Fastest label: the quickest way to receive a return label is by using our system. If you have an issue and want to talk to us about it, please email us.
Return Rules and Conditions
When returning Frank and Beans® products, please ensure the following guidelines are met in accordance with undergarment hygiene laws:
— Unworn
— Not Washed [no odours]
— In Original Packaging + Tags
— Within our 30 day exchange period
All returned orders are thoroughly inspected. If any conditions above fail during the product inspection, your order will be returned to your original shipping address [unless faulty].
Considering an Exchange? Here is why it is a smart choice
Exchanges are 100% free, we pay for both the return postage and the reshipment of your replacement item. You will be able to print your prepaid label directly at the end of this form.
If you would like to exchange for another size, style, or colour, just proceed below. If you need help choosing a replacement, email us.
Choosing a refund instead? Please read carefully
Refunds incur two fees: $12.95 for return postage [Australia Post return postage, deducted from your refund, not a label printing fee] and a 20% restocking fee. These charges help cover our handling and hygiene inspection process.
Returns and Exchanges can be completed using our prepaid Australia Post label, generated at the end of this form. If you would prefer to use your own shipping method, please email us before posting so we can register your return.
• $12.95 Australia Post return postage deducted from refund [not a label printing fee]
• 20% restocking fee also applies
Prefer to avoid fees? choose an exchange instead, it is 100% free both ways.
Or choose store credit: full product refund + receive 20% bonus on the item’s original price. Store credit never expires, so there is no pressure to spend it straight away.
Your Return and Exchange Conditions
New Zealand customer? Please use our NZ return form here.
Packaging tip: please reuse your original parcel bag where possible, turn it inside out to cover any previous postal marks, then attach our return label. This saves buying a new satchel.
- Exchanges: free, no fees, free return label, we cover postage both ways.
- Refunds: $12.95 Australia Post return postage deducted [not a label printing fee] + 20% restocking fee.
- Store credit: for returned products + 20% bonus on the item’s original price, credit never expires.
- Inspection rules: Unworn, Not Washed [no odours], Original Packaging + Tags, within 30 days.
- Using our label: label is generated at the end of the process. If you prefer your own label, email us first so we can register your return.
- Fastest method: use our system for the quickest label delivery.