Frequently Asked Questions
When do I receive my order?
From the day of purchase, our team will need at least 2 business days (not including Saturdays, Sundays, and Public Holidays) to prepare the orders. Once orders are shipped via AU Post, it takes 2-5 business days to arrive.
What if an item I ordered is not readily available?
Because the products we carry are made in small batches, some items may not be on-hand in our stores and warehouse.
Products marked pre-order will take more time to be ready and vary depending on our Brand Partner. You can expect a text from our customer service representative as to when your order is ready for shipping.
If you did not place a pre-order, the total amount of the unavailable item(s) will be returned to you either via store credits or refund.
Please also note that products will be merged from different store locations across metro manila from different brands, and may take longer than the standard time.
When is my order confirmed?
Your order is confirmed once payment has been received and an email confirmation has been sent. It will contain your Order # and shipping details. A second email will be sent to you once order has been fulfilled and on its way to you.
How can I track my order?
The second fulfillment email sent to you will contain a tracking number for your reference. You may track it using our third party logistics partner (J&T, DHL, FedEx), whichever may apply.
Can I pick up my order in any of your stores?
Yes, there’s an in-store pick-up option upon checkout. We will need at least 2 business days to prepare the order and we will send through an email notification once the delivery is ready for pick-up
Can I make changes to my order?
Unfortunately, we cannot make changes to your order once it’s been confirmed. We recommend that you review order details before checking out. For special requests, kindy email: Australia@frankiegeneralstore.com.
We currently do not offer gift wrapping services. Purchases come with a standard Frankie General Store paper bag.
Can I have special requests made with my order? (I.e customizations, labels, personalization, etc.)
You may use the special note section before checking out to indicate possible requests that are not found on our website. We will try to accommodate it depending on the type of request and capacity of the brand partner we are working with for your order. Please note that special orders may need more lead time before being fulfilled.
Can I pick up my order in any of your stores?
Yes we do have in-store pick up options upon checkout. We will need at least two (2) working days to prepare and merge your order.
Our store locations are at R2 Powerplant Mall Makati, 2nd Level SM Aura Premier BGC, and LG Molito Alabang. Please click here to know more about our store hours.
When do my Gift Certificates / Store Credits expire?
Our gift certificates and store credits do not have an expiration date. Once you purchase a Gift Certificate online, you usually receive a digital copy of your Gift Certificate. You can also purchase a physical gift certificate in any of our store locations.
Shipping fee will depend on the size and weight of the items and the location of the delivery. You may see the calculated shipping fee upon check out. Larger packages may incur additional shipping charges
Is it possible to request for same day delivery?
You have the option to select, “Book Your Rider” at the check-out section which usually takes two (2) working days for us to merge and fulfill your order.
It would also depend on the availability of the product/s and the stores they will be coming from especially if the order has multiple items. Please refer to the question on items that are not readily available.
What payment methods do you accept?
We have different payment channels available:
Debit & Credit Card (PayMaya)
Online Bank Transfer and other offline payments (Dragonpay)
GCash QR Code
UnionBank & BPI Bank Transfer
How long do I have to settle payment before my order is cancelled?
You have 72 hours to complete your purchase. If the payment hasn’t been fully settled within that time, your order will be cancelled. If you paid partially, we will also partially fulfill your order based on the total amount of products your payment can cover.
Do you accept returns/exchanges?
What if I received a damaged order? How do I report damaged items?
Returns & Exchanges Policy page and reach out to firstname.lastname@example.org so we can properly review your order.
(in-store/online store) - We contact the customer and offer options if they want to exchange the same item or we offer them store credit to keep the sale. If they don’t, what we usually do is to process a refund after they post the item back to us (the return postage is from their own expense)
What if I received a wrong order?
We usually double check orders before we send them out. Should you receive incomplete or different items from the ones you have ordered, we will send the correct one(s) and request for the wrong items to be returned to our warehouse at no additional expense to you.
Do you allow cancellation and refunds?
Unfortunately we do not allow refunds unless the product purchased is faulty or unavailable. We suggest that you double check your order before checking out.
How long does it take for return / exchange to be processed?
If the item is readily available, we process the exchange within 3-5 working days. If the item is not readily available, it will depend on the brand partner's lead time in the production of item. Please refer to the question about items that are not readily available.
Can I place a bulk order for Corporate Giveaways, Weddings, and the like?
Yes we love working with other businesses and special occasions. We accommodate wholesale orders and apply additional discounts accordingly.
You can customize a curation that suits your company's needs or your special event. Our platform is home to over 20,000+ products from different categories. If you want us to help you browse through our catalog, send us an email at email@example.com
Are we able to repair the item/s that I purchased?
What if my order is not available after already placing the order/paying for the order?
Our team in store will get in touch with you should your order be unavailable.
Our practice: A lot has been because of Online store inventory discrepancy/Shopify discrepancy and what we usually do is I contact the customer and give them options but if they don’t prefer the options we have we immediately give them a refund
Do we solely own and are completely liable for the brands we partner with?
No, not all our brand partners are exclusive to Frankie General Store.
Are we affiliated with Frankie Magazine?
No, Frankie General Store is not affiliated with Frankie Magazine.
What is small batch/slow fashion?
We love to partner with brands who create their products in small batches, meaning they do not mass produce or overproduce their products. Some of our brand partners also practice slow fashion meaning collections aren’t released frequently and the brand focuses more on trendless quality designs that are made to last. To learn more about our 12 impact tags, kindly check out our About Us page.
How long does it take for return/exchange to be processed?
If a replacement item is available, we process 3-5 business days. Please refer to our Returns & Exchanges Policy page for more details.