Orders & FAQs

Find everything you need to know about placing an order with Frankie & Co, including order processing times, delivery and tracking, returns and exchanges, and warranty information. If you have any questions, please contact us at olivia@frankieandco.co.nz.

Online Orders
Delivery
Returns
Warranty

Online Orders

  • To update the delivery address for a recent order, please email us at olivia@frankieandco.co.nz with your order number and the changes you would like to make. We will do our best to assist, depending on the status of your order. Once a parcel has left our distributor warehouse, we are unable to change the delivery address or delivery date.

  • Please check your online order carefully before placing it. Unfortunately, our website is unable to amend or cancel an order once it has been placed. If you have placed an order in error, please contact us immediately at olivia@frankieandco.co.nz and we will do our best to assist.

  • At this stage, we do not have the functionality to process online pre-orders or product notification emails. Please contact us at olivia@frankieandco.co.nz and we will be able to place a pre-order on your behalf.

Delivery

  • Delivery charges are based on your postcode and the product(s) volume. Charges are displayed on the checkout page prior to payment.

  • Orders are processed and packed at our distributor warehouses between 6am and 3pm on business days. Orders placed on weekends or public holidays will be processed the next business day, and dispatch may take longer during sale or peak holiday periods. Please allow a minimum of 2 business days for your order to be dispatched.

    Once dispatched, you will receive an email with your tracking link. If your order includes both furniture and homeware items, these may arrive in separate deliveries, as they are handled by different delivery partners. We recommend using a physical address where someone will be available to receive your order between 9am and 5pm on weekdays.

  • Furniture orders take longer to process, as each item is quality checked before dispatch. Please allow 2–4 business days for your furniture order to be processed at our distributor warehouses, then up to 10 business days for delivery, depending on your location. Furniture deliveries are made Monday to Friday only.

    Once dispatched, you will receive an email with your tracking link. Please ensure someone is home during the day to receive the delivery. If, in the unfortunate event that your item(s) arrive damaged, please do not accept the delivery. Take photos and email them to us at olivia@frankieandco.co.nz with your order details, and we will get back to you as soon as possible.

Returns

  • Please choose items carefully, as we are unable to offer returns or exchanges for change of mind.

  • If you have received your parcel and an item is damaged or incorrect, please contact us as soon as possible after delivery at olivia@frankieandco.co.nz. We will respond with a resolution within 3 business days.

    Once we receive the item, we will arrange a replacement or refund. If the item is damaged or incorrect, we will cover the cost of return shipping and any shipping costs incurred in sending a replacement.

    1. Email us at olivia@frankieandco.co.nz with your order number and reason for return.

    2. We will reply with return instructions.

    3. Package your item securely and send it back to us using a tracked courier service.

    You are responsible for the item until it has been returned to us, as we cannot accept responsibility for items lost in transit. Once your goods have been received, we will email you to confirm and will process your exchange or refund within 5 business days.

Warranty

  • A warranty is available only for faults and defects in materials and workmanship in relation to the Product, and does not apply to defects, damage, failure, or loss resulting from, including but not limited to:

    • improper use, incorrect handling, modification, or misuse of the Product (for example, treating fabrics with chemical agents);

    • failure to follow our care instructions and instructions for use;

    • damage caused by sharp objects, or indentations caused by writing implements;

    • unauthorised modification, improper maintenance, or repair;

    • normal wear and tear;

    • prolonged exposure to unsuitable environmental conditions (including climate, humidity, chemicals, or direct sunlight);

    • natural variations in wood grain, leather, stone, and other natural materials, including surface pilling of fabrics and textiles;

    • natural variation in powder coating; or

    • force majeure events, including but not limited to floods, earthquakes, fires, and lightning.

  • Frankie & Co is not responsible for any damage to Products that occurs in transit. Any transit damage must be reported in writing to the relevant carrier immediately upon receipt of the Products, and Frankie & Co must also be notified at olivia@frankieandco.co.nz. Customers should not sign for delivery until they have checked that the Products have been received in good condition and without damage.

  • If the Customer is a ‘consumer’ as defined in the Consumer Guarantees Act 1993, and any term of this Warranty conflicts with any mandatory provision of that Act, such provisions of the Act shall apply in precedence over such terms of this Warranty.