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
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.
How can I track my order?
For orders shipped via Australia Post, track here: https://auspost.com.au/mypost/track/
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.
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 email@example.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.
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.
Returns, refunds and exchanges
We hope you will love everything that you order from us but if something isn't quite right, you can follow the steps below. Please note that Freckl does not currently offer free returns or exchanges on products based on selection error, change of size, or change of mind. We wish we could offer free exchanges/ returns, but our low margins don’t allow for that at this stage.
Faulty or damaged items
Each order that is sent out is subject to strict quality inspections during the packing process. In the unlikely event that you have received a faulty or defective product, please send us an email at firstname.lastname@example.org within 3 days of receiving your order, and include your order number, photograph clearly showing the damage, and a brief description of the fault. We will review your case and sort you out as quickly as possible.
Items are deemed to be faulty if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. Items that are damaged through wear and tear, accident or misuse are not considered to be faulty.
If items are deemed to be faulty, you will have the option for a replacement to be sent free of charge, or a cash refund.
Selection error/ change of size/ change of mind
All change of mind / size / selection error orders can only be processed within 3 days of receiving your order, and will be accepted only if items are returned in as-new, re-sellable condition.
Please note that the original shipping fees are non-refundable and can be deducted from your refund, and the return shipping fees will not be covered. If you wish to exchange, an extra $13 re-shipping fee will apply.
When you have logged your return application, we will advise you of all costs that will be deducted from your refund.
Products that are returned should be in new, unwashed condition with original tags attached. Please return the items in the original packaging where possible.
Please use a reliable and trackable delivery service, and provide us with the tracking number once you’ve initiated a return. Please note that Freckl will not take responsibility for any returns lost or damaged in transit.
Once we’ve received your item and confirmed that it’s in its original condition and packaging, we will reach out and ask for your bank details to process the refund, less any deductions, within 7 business days.