Shipping policy

 

Order Processing and Delivery Time:

Orders are typically processed and dispatched within 5 business days after purchase.

All online orders are processed and dispatched from Perth, Western Australia, and we observe all WA public holidays.

  • Standard Shipping: estimated delivery within 5–7 business days;
  • Express Shipping: estimated 2 -3 business days;
  • We use Australia Post to ship all orders.

Please note that the above are estimates only. For more details refer to the Australia Post website for area-specific timeframes.

We are unable to guarantee exact delivery dates or times. Please allow additional time for the following:

  • Peak periods (e.g., sales, holidays);
  • Regional areas;
  • Severe weather events;
  • Unforeseen postal delays.

We offer the following shipping options:

  • Free Standard Shipping on orders over $79;
  • Standard shipping for orders below $79;
  • Express Post available for faster delivery.

A re-delivery fee of $15 applies if your order is returned due to incorrect address entered at check out, and/or not picking up your package from the post office or courier depot. 

We currently ship to New Zealand. Standard Service (AusPost) International Rates apply.

Customs: International shipping does not include taxes, duties, or fees imposed by your country. You are responsible for any customs charges. We declare the full value of the product(s) and mark them as “merchandise,” even for gift orders.

For more information or special requests, please email us at info@frasique.com.  

Tracking Your Order

Once your order has been shipped, you will receive a tracking number via email.

You can track your order by:

  • Using the Australia Post App;
  • Entering your tracking number on the Australia Post website;
  • By clicking on the tracking number provided via email.

Didn’t Receive Your Tracking Details? Please check your spam folder or contact us info@frasique.com with your order number.

Order Cancellations

In some circumstances we may be able to modify or cancel your order. Please contact us  ASAP if you require assistance. Unfortunately, once an order has been fulfilled we are unable to make changes or cancellations. 

Change of Delivery Address

Unfortunately, once your order has been shipped we are unable to change delivery address. However,  you may be able to update your delivery address through Australia Post if your order is still in transit. Please visit Australia Post website and use your tracking number to redirect your parcel.

Wrong Orders

We always do our best to ensure you have the best experience. However, your orders are processed by humans and mistakes can happen at times. We sincerely apologise if this happened to you. If you have received the wrong order, please reach out to us at info@frasique.com for assistance. We ask you to please  provide your order number and name and we will sort it out as quickly as possible.

Delayed Orders

If your order has not arrived within 15 business days, please contact Australia Post directly and use the tracking number provided in your shipment confirmation to track your order. If you are unable to locate your order or require further assistance, you may also contact us at info@frasique.com and our team will be happy to help investigate the issue.

Faulty Items

We are sorry! If you believe your product is faulty or not as described, please contact us at info@frasique.com. All faulty items are subject to inspection before a refund or exchange is approved.

Frasique reserves the right to reject a faulty item return if, upon inspection, the issue is found to be due to:

  • Misuse or neglect (e.g., incorrect use, storage);
  • Normal wear and tear.

To start a faulty product return, please contact us at info@frasique.com and our team will get back to you with further instructions.