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General Info

There is a flat shipping rate of $5 for all NZ orders and $20 for AUS orders. NZ orders over $100 qualify for free shipping. For every new customer, we automatically include a Frankie designed reusable glass jar for you to use to store your collagen in, and we'd love for you to keep reusing this jar over time! You can let us know in your order note which glass jar you'd like from our collection. If there is no selection, we will pick a jar at random. 

 

Shipping Policy

Thanks for ordering with Frankie! Here is a little more information about how we pack and deliver your order. All orders placed Monday to Thursday are dispatched the following day by courier. Our courier usually arrives at about 10am. All orders received on Friday to Sunday are dispatched on Monday morning.

 

Once we have created your courier ticket, we'll send you an email with your tracking number. If you can't see it in your inbox please check your junk folder, all couriers are sent on CourierPost.

 

At present we are noticing some delays in the collection and delivery of orders. Please contact us at any point and we can help you track your order. We expect that north island deliveries are made within 1 to 2 days from collection, south island 2 to 3 days from collection and an additional 1 day for rural areas.

 

Returns & Exchange Policy

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges within 7 days of receiving your order. You can return your product for store credit, or a refund to the original payment method.

 

Please note the following exceptions to our return and exchange policy:

  • discounted items are final and cannot be returned or exchanged

  • returned items must be unopened and unused.

  • returned items must have no visible signs of wear or use

 

To initiate a return, please complete the following steps:

  1. Email us at hello@gotfrankie.com and advise that you would like to return or exchange a product.

  2. Send all items back to us at the following address. Frankie Collagen, 23 Challinor street, Pakuranga, Auckland.

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Additional information:

  • once received a refund will be made within 3 business days.

  • return shipping fees are paid by you, not milla collagen