What payment methods do you accept?
Credit Cards - We accept Visa, Mastercard, and American Express. Note, cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.
PayPal - Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.
Store Credit & Gift Certificates - Use store credit or a gift certificate/gift code. Each gift certificate carries a gift code which you can easily enter when completing checkout. Click here to find out more about gift certificates. They never expire and may be combined with promotions and rebates.
Payment Security - All transactions submitted to use are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. Frankie is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security
technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.
I'm so excited to receive my new items! How do I check the order status?
If you have an account please login first and then follow the directions below:
1) When signed in to your account, click on 'ACCOUNT' at the top right hand corner of the site.
2) On the left you will see your account information and in the main area you will see your 'Order History' if you have previously ordered from us.
I changed my mind and want to cancel my order. How do I do that?
You may cancel an order at any time before the order ships. Please call us at 1-604-568-6410 and email us at firstname.lastname@example.org. Due to time differences between the USA and other countries, we cannot guarantee customer service will receive your request before the order ships. Find out more about our shipping order processing time.
I found an item I would like to purchase however my size is not showing up.
Our website stock is updated in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock or not available.
I have ordered the wrong item/size by mistake. Can I edit my order?
Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. Please contact us with your request.
How can I track my Package/s?
Once your order ships, you will receive a confirmation email with tracking code (if your shipping method chosen has tracking)
Can you promise there will be no custom or duties when the package arrives?
All international packages can potentially incur charges upon their arrival in the destination country and those charges are solely determined by the arrival countries customs authorities. We cannot predict the amount of duties and taxes charged when using standard shipping. If you have other questions regarding duties and taxes in your country, please contact your local customs office.
Based on past experience, what price range of an order will it lessen the chance to be taxed?
Customs policies vary by country. While in some countries packages with a higher value are more likely to incur fees, we are not able to confirm at what value. If you have questions regarding duties and taxes in your country, please contact your local customs office.
What can Frankie Collective do if the package is lost?
Packages are rarely lost but if a parcel does not arrive please contact us. We have no control over your package once it is with your local service (Canada Post, USPS, Royal Mail ect.) and therefore have no information on lost packages. Please call your local postal service first, and then email us at email@example.com. We can then call Canada Post to file a lost package investigation report.
My item doesn't fit or I don't like it. What can I do?
We are happy to exchange any order. If you've simply changed your mind about your purchase, you may send back the item(s) to us within 7 days within the delivery date and we will credit your Frankie account. This amount will never expire. We do not offer refunds on returns.
What steps do I take for sending back merchandise?
Make sure to mark the package you are sending back as "return" on the postage label. If it gets sent back to us without this specification, we will not accept it. Please do not ship with a courier like UPS as they charge import fees to Canada. Ship with USPS, mark the contents as a gift and value under $50. (This will ensure no complications with the delivery).Please ship to:
Frankie Collective Unit 204A
8475 Ontario St.