How do I exchange or return my order?

We want you to love your Frank and Beans® products, but if the fit or style isn’t right, you can exchange or return your Frank and Beans by following the guidelines below.

Return and Exchange Rules and Conditions

When returning Frank and Beans® products, you must ensure they meet hygiene standards for undergarments:

— Unworn ⚠️
— Not Washed (no odours) ⚠️
— In Original Packaging + Tags ⚠️
— Within our 30-day exchange period ⚠️

All returned items are thoroughly inspected. If the above conditions are not met during inspection, your order will be sent back to your original shipping address [unless faulty].

Your Frank and Beans® purchase comes with a 30-day guarantee. Please try only one garment on [over underwear] before opening others. If the fit isn’t right, contact us within 30 days and we’ll exchange any unworn and unwashed products for a new size or style.

Note: If your order arrives in a single packet, all garments from that packet must be returned in full to qualify for the 30-day guarantee.

Exchanges

Australia

• No shipping fees apply for exchanges.
• We cover both the return postage and the reshipping cost.
• Lodge your request through our Exchange and Returns Portal.

New Zealand

• No fee for sending out your exchange. We cover the reshipping cost back to you.
• You’ll need to cover the cost of posting the original item to us.
• Lodge your request through our Exchange and Returns Portal.

International

• No fee for sending out your exchange. We cover the reshipping cost back to you.
• You’ll need to cover the cost of posting the original item to us.
• Lodge your request through our International Exchange and Returns form.

Returns

Australia

• Lodge your return via our Exchange Returns Portal.
• A prepaid postage label will be provided.
• The return shipping cost of $12.95 will be deducted from your refund [unless you are exchanging].
• Exchanges for size, colour, or style are 100% free both ways.

New Zealand

• Lodge your return via our Exchange Returns Portal.
• Complete the Return Form and we’ll email your Exchange Return Form [ERF] within 72 hours.
• You will need to pay for return postage. We will cover the reshipping cost if you request an exchange.

International

• Lodge your return via this form. Wait up to 72 hours to receive your Exchange Return Form [ERF]
• You will need to pay for return postage. We will cover the reshipping cost if you request an exchange.

Store Credit [AU, NZ & International]

• Receive a full product refund plus a 20% bonus added to your Frank and Beans member account or by emailing you a Frank and Beans® eGift card if you dont have a Frank and Beans member account.
• Store credit never expires, giving you flexibility on when to use it.

Restocking Fee [AU, NZ & International]

• No restocking fee applies when exchanging for another size, style, or colour.
• A 20% restocking fee applies when returning items for a refund.

Please ensure the Exchange Return Form [ERF] included in your original parcel is enclosed with your return.