Frequently Asked Questions
COVID-19: Are you still shipping? When will my delivery arrive?
Yes, we are still shipping daily here at Fox and Frank.
Australia Post has advised there may be some delays with freight shipments however to date we have not had any issues. If we expect there to be delays we will advise. There is delays on the Express network due to a lack of air freight.
We will keep you updated if anything changes.
Thank you for your support during this time.
COVID-19: Are your stores still open?
As you may be aware, the coronavirus is having an unprecedented impact on all Australian’s and Australian businesses alike. Our Mackay store which runs in conjunction with Big On Shoes is closed however our Moranbah home store is still open.
With that said, our Online Store is open 24/7 and our Customer Joy team is ready and waiting to answer any of your questions.
If you have purchased in our Mackay store recently and need to exchange or return, you are welcome to do so through our Online store or via an appointment in store.
How many discount codes can I apply to one order?
Sadly you can apply one discount code per order into the discounts section. You can also use a credit/gift card to the same order if you choose too. Please note we do not offer rainchecks or sales and promotions. We are a small business and we ask that you respect that and help us help you.
Which payment methods do you accept?
We accept a variety of payments including most credit cards, as well as PayPal, Google Pay, Apple Pay, AfterPay and very soon, ZipPay and Laybuy.
How can I track my order?
You will receive an order confirmation once your order has been successfully sent via email. You may then check the status of your order at anytime by logging on to the relevant postage website (Australia Post) and tracking your order with your tracking number.
When will my order be shipped?
Orders placed Monday-Friday before 2.00PM EST will be processed and dispatched the same day (excluding public holidays).
What happens if I receive a product I never ordered?
Firstly, we are super embarrassed so sorry! Please do not stress though, we will get this sorted for you ASAP. Please be sure to notify us of this as soon as you notice you have the incorrect product and we will work our backsides off to get it sorted. You can do this by phone an email to firstname.lastname@example.org.
We appreciate your patience and understanding when this does occur and we will ensure we do everything in our power to get this resolved as quickly as possible.
What happens if I am missing a product in my order?
Firstly-we are so sorry, this very rarely happens. But never fear. As soon as you notice you are missing an item, please notify us immediately by phoning us on (07) 49 417 648 or emailing email@example.com.
Once we have the information and can confirm it was missing, we will then organise to ship your missing item asap. Thanks for understanding, we are all humans and at times we make mistakes but we will get it sorted for you.