SHIPPING & RETURNS

How much does shipping cost?

Domestic (Australian) orders over AUD$200: free shipping

Domestic (Australian) orders under AUD$200: flat rate A$15

International shipping: flat rate, based on destination country

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How long does it take to receive my order?

We will always aim to dispatch your order as fast as we can pending product availability and credit verification. Please bear in mind that time frames are an estimation and can sometimes take a little longer than expected especially through busy holiday periods. 

Order Processing Time- from the day we receive your order to dispatching

In-stock order: within 1-2 business days
Pre-order: around 14 business days
If you have purchased pre-order items along with other in-stock items, your entire order will be sent to you once the pre-order item arrives in stock. Please place separate orders for in-stock and preorder items if you would like to receive the in-stock pieces first.
 
Shipping Time- commence from the day of our couriers’ collection
Domestic order: 2 - 7 business days (express shipping available at own cost - please contact us via Instagram or email)
International order: 14 - 21 business days 
A 'business day' includes Monday to Friday, and does not include Australian public holidays.

 

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How can I track my order?

Orders are shipped out from our Melbourne-based studio. We'll send you a shipping confirmation email with tracking details once your order has shipped.
For orders shipped via Australia Post, track here: https://auspost.com.au/mypost/track/

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I am an international customer- will I have to pay for customs and duties?

International customers are liable for additional import taxes and custom fees within their own country, and will be contacted by local customs agencies directly to settle these charges. Fees are determined by destination country, and we cannot provide an estimate for these prior to delivery.

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Can I edit/cancel my order or change my address?

We advise you to double check your shipping and order details before placing your order. However, in some cases we may be able to help you edit your shipping address or cancel your order completely, depending on how far along your order is in the packaging process.

To request to edit your shipping address or cancel your order, get in touch with us at enquiry@frecklstudio.com within 12 hours of order placement. Please note that any requested changes will impact the entire order where possible, whereas individual items cannot be edited or cancelled.

We are also unable to cancel or refund preorder items (unless emailed within 12 hours), as a preorder means the item is manufactured specifically for you after your order is placed. If you wish to cancel a preorder, we will only be able to refund 50% of the listed price.

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What if my order has been delayed, lost, or damaged?

Please contact Australia Post if any shipping issues arise, including lost shipments, or questions regarding tracking. While Freckl is not liable for any loss or damage through any reasonable or unavoidable delay by our third-party forwarding partner, in the cases where a parcel has been lost in transit, we may be able to file a claim with Australia post on your behalf, and request for a compensation of up to $100 and a refund of postage.

If your order is marked as delivered on the courier's tracking page but you still haven’t received your package, please:
Check the mailroom, reception, around your property (such as the meter box, carport, etc) for somewhere safe the delivery driver may have left your parcel— behind a plant, under a bush, we've seen it all (and appreciate their thoughtfulness).
Check with your neighbour or roommate to see if they have accepted the package for you.
Check your confirmation email to confirm your delivery address was correct.