What are your Return and Exchange rules and conditions?

When returning Frank and Beans® products, you need to make sure the following guidelines outlined below meet 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).

Your Frank and Beans® come with a 30-day guarantee. Try one garment on over underwear before opening any others* If the fit isn’t right for you contact us here within 30 days and we’ll exchange any unworn and or unwashed Frank and Beans for a new size or style that suits you. After all, you came to us for underwear, we want to make sure you have the best fit and comfort possible.

* Please note: If your Frank and Beans arrive in 1 packet then all garments from the same packet need to be returned in full to be eligible for Frank and Beans 30-day guarantee.

Exchanges [Australia]
There is no shipping fee when exchanging an item. We cover both the return postage and the reshipping cost back to your address. To request an exchange or return, simply lodge your request through our Exchange and Returns Portal, which you can access here.

Exchanges [New Zealand]
There is no shipping fee for sending out your exchange. We cover the cost to reship the item back to your address, however, you’ll need to post the original item back to us at your own expense. To request an exchange, simply register your exchange through our Exchange and Returns Portal, which you can access here.

Exchanges [International]
There is no shipping fee for sending out your exchange. We cover the cost to reship the item back to your address, however, you’ll need to post the original item back to us at your own expense. To request an Exchange or Return, simply lodge your request through our Exchange and Returns Portal, which you can access here.

Returns [Australia]
Customers can lodge a return through our Returns Portal. A prepaid Australia Post return postage label will be provided, and $12.95 will be deducted from your refund to cover return postage [this is the Australia Post postage cost, not a fee to print a label], unless exchanging your products. To request a return, simply lodge your request through our Returns Portal, which you can access here.
If you are exchanging your item for a different size, colour, or style, we will cover both the return and reshipping postage costs.
You don’t need to use our return label if you prefer to use your own. Simply email us before sending your parcel so we can register your return and ensure it is processed correctly. All returns must be registered into our system.

Returns [New Zealand]
To request a return, please lodge your request through our Returns Portal. Simply fill out the Return Form and we’ll email your Return Form [ERF] within 72 hours. You can access the portal here.

Returns [International]
International customers can lodge a return through our Returns Portal. You’ll need to cover the cost of returning the item to us, however, we will cover the cost to reship your exchange back to you free of charge. To proceed, please fill out the form here and ensure your submission clearly states whether you wish to exchange or return your Frank and Beans® products.

Store Credit [AU, NZ and International]
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.

Restocking fee [AU, NZ and International]
There is no restocking fee for exchanging for another size, style or colour. When returning for a refund a 20% restocking fee will apply.