Catch
Shipping information
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.
FREE SHIPPING
$0.00
Qualify with order spend over $50
- Transit insurance cover $100
- Delivered in 5 - 9 days*
- Dispatch within 72 hours
- Full online tracking emails
- Free exchanges
- Shipping via Australia Post, Couriers Please or Fastway
VIP Delivery
$7.95
Transit insurance cover $50
- Delivered in 3 - 8 days*
- Dispatch within 48 hours
- Partial online tracking
- Free exchanges
- Shipping via Australia Post, Couriers Please or Fastway
BEST VALUE
VIP Delivery + Online Tracking
$9.95
Transit insurance cover $200
- Delivered in 2 - 4 days*
- Dispatch within 12 - 24 hours
- Full online tracking emails
- Free exchanges
- Shipping via Australia Post, Couriers Please or Fastway
Express Delivery
$13.95
Transit insurance cover $100
- Delivered in 1 - 2 days*
- Dispatch within 12 hours
- Full online tracking emails
- Free exchanges
- Shipping via Australia Post Express where possible^
International
$17.95
Transit insurance cover $50
- Delivered in 3 - 21 days*
- Dispatch within 24 hours
- Full online tracking emails
- Free exchanges
- Shipping via DHL eCommerce
*Business days apply
^Check if your postcode is within the Australia Post Express network here
How much does shipping cost?
Shipping is calculated as Flat Rate worldwide. Orders to Australian addresses are Free when you spend $50 or more.
We also have Three other shipping class options for Australian deliveries:
- VIP Delivery $7.95
- VIP Delivery Online Tracking $9.95
- Express Delivery $17.95
International orders are $17.95 flat rate anywhere in the world delivered by DHL eCommerce.
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 to 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 - 21 Business Days
What is your mailing address?
This address isn't for return / exchange orders
- Frank and Beans Underwear
- PO BOX 714
- WAHROONGA NSW 2076
- Australia
How much is international shipping?
International orders are $17.95 flat rate anywhere in the world delivered by DHL eCommerce.
Do I pay import duty & tax on my order?
Although this doesn't always happen, international orders can incur taxes and duties as determined by the Customs Agency within the destination country. Assessment of duties and taxes are based upon the value of the order and the tax-free threshold for goods imported into your destination country.
It's your responsibility as the recipient to pay any taxes or duties and any associated fees (often called "handling", "administrative" or "processing" fees) before collecting your order from your local post office or registered Customs agent. Most European countries (France, Germany, Spain, Netherlands, Italy, Poland, Ireland, Greece, Finland, Portugal etc) apply taxes and duties for parcels of 22 Euros or more. In the United Kingdom, the threshold value for imported goods is £15. We cannot mark international orders as a gift as a way of bypassing or reducing customs fees
Quick Tip: Sometimes, imported Australian products are mistakenly valued at the local currency instead of Australian dollars. (For example, goods with a value of $30 Australian dollars may be incorrectly valued at 30 Euros or £30 British pounds).
To resolve this incorrect charge, you'll just need to present the Australian invoice and payment confirmation notice that we emailed you.
Where is my order?
If you're waiting longer than expected for your order to arrive, first try these quick solutions to common problems.
Quick Check List:
Double-check your shipping confirmation email to confirm that your delivery address is correct.
If you've selected a traceable shipping method, use your tracking number to see if your parcel is still on its way.
Double-check your inbox for a notification email from your local Post Office. This may have gone straight to your Spam or Junk folders.
Browse the sections above for full details on delivery timeframes for Australian Orders and International Orders. (These timeframes are only an estimate as several factors can, unfortunately, delay a delivery). If you're still worried about the delivery of your order, simply contact us here.
Can I see the status of my order?
Not sure if your order has been processed and collected for delivery? You can see the latest status update of your order by logging into your Frank and Beans My Account section or by checking the status of your order by clicking on the tracking link that was emailed to you. Don't appear to have received a dispatch confirmation email? Please look into your spam / junk inbox, sometimes these type of tracking emails can end up there.
When will my order be shipped?
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.
Can I track my order?
If you selected a trackable shipping option on checkout you will receive an email with your tracking link. Once you open this email, you can see the tracking number along with tracking link. Simply click on the tracking link to see the live location of your parcel in the postal system. Please note tracking links can take up to 24 hours to update online, if the latest live parcel scan of your parcel can't be seen on the tracking page after 24 hours from your shipping notification email please get in touch contact us here.
Can I send my order to another address?
Yes, you can send your order to another address other than your registered address. If you want to change your delivery address after your order is placed, please contact us here. Depending on where your order is in our system, it may not be possible to change the delivery address.