FAQ

Product

What are Pre-Orders?

Sometimes when the demand is high for new styles we are launching, we allow for pre-orders to be made. This means we will accept orders of garments when we are still waiting on stock to arrive from our manufacturer. Usually we will ship within 10 days from day of pre-order, and we will notify you of your shipment being sent. 

What size am I?

Please take a good look at our size chart.  This will show our sizes based on your waist (men) and hip (women). 

Mens Underwear

SIZE

 

S

M

L

XL

2XL

TO FIT WAIST

CM

76 - 81

84 -89

92 - 99

102 - 107

112 - 117

INCHES

30 - 32

33 - 35

36 - 39

40 - 42

44 – 46


Ladies Underwear - Run Small

SIZE

 S

M

L

XL

TO HIP MEASUREMENT

82-91 CM

91-101

102-107

108-120

32-36"

36-40"

40-44"

44-50"

DRESS SIZE

 2-4

6-8

10-12

14-16


Women's Crop Tops - Run Small

SIZE

 XS/S

M

L

XL

CUP SIZE

 

 

 

40A

32A/B

34A/B

36A/B

38A/B

30C

32C - 32D

34C - 34D

36C

 

Where are my Frankees made?

We like to keep it local! All our Frankees are made in South Africa, Durban to be exact. Our manufacturers have been in the underwear game for over 70 years, with over 90% of the raw materials produced locally.  

 

What are my Frankees made of?

The quality of every pair of Frankees is of utmost importance to us.  A supersoft blend of 95% combed cotton and 5% lycra is used.  Put together with jacquard elastic for ultimate soft waist comfort.

Try them, you’ll understand what we mean!

 

Orders

How do I use discount coupons/credit?

Team Frankees will send you a discount code that can be filled in on the payments page at checkout. Automatically the discount will be applied to your purchase. Note that discounts are only calculated on the items purchased and not the shipping cost. 

  

How do I see my order status?

You will be notified via email once your order has been made and again when it has been fulfilled.  A tracking number will be sent in this email allowing you to keep in touch with the whereabouts of your parcel.

 

What if I need to change or cancel my order?

Please note we cannot change or cancel orders as our system does not allow for this. We also strive to pack and send our orders immediately upon order which makes it almost impossible to cancel or amend any orders. 

Payments 

What forms of payment do you accept?

We use multiple payment gateways, allowing you to choose your most trusted method. Payfast and iPay are all accepted, which means everything is security protected.  We accept VISA, Mastercard, American Express, EFT and debit card payments. 

MobiCred has recently been added as a payment option to Frankees. To sign up for a credit account with MobiCred, click here.

 

Shipping

A valid delivery address with postal code is to be entered for delivery to take place.

We do not deliver to P.O Box addresses.

How long should my order take to arrive?

SA orders are processed within 1 working day from time of order. We outsource our courier service and it usually takes 1-3 working days to get delivered.

Please note that orders placed after 12pm will only be sent the next day. Sometimes, in minor centres across SA it could take an extra day depending on season and courier pressures.

We have partnered with DHL express for our international deliveries.  Expected delivery is within 2-5 working days from fulfillment.

 

How much does shipping cost?

All local deliveries are charged at a flat fee of R60 per order. Orders over R550 are delivered free.

International deliveries are charged at a flat fee of R200 or $15 anywhere in the world. Australian orders of AUD $90 or more are sent free with DHL Express. International orders over USD $80 will be shipped free of charge with DHL Express service.

 

What countries do you ship to?

Wherever you are, we can ship to, try us.

Except in international waters, don't be ridiculous. 

 

Is there a customs duty charged if I ship to an area outside SA?

Please note the R200 fee charged for international shipping (outside South Africa) is a flat rate to pay DHL express shipping. Depending on the shipping location, orders to countries like the United Kingdom, Australia, and others may be subject to VAT, import taxes, and other fees charged by the local customs authority. Unfortunately we don’t have enough pull internationally to control those border and customs rules! 

If you have any queries not covered by these FAQs, please see the contact us page or email us direct at hello@frankees.co.za.   

 

Returns

What is your return policy?

We pride ourselves on providing quality products however as much as we would like to be able to accept a return of your worn Frankees, unfortunately we cannot. Nobody wants to receive a pair of dirty undies in the mail, well we hope not!

And from a health and hygiene policy perspective that is why we can only accept returns when goods are damaged or defected, if an incorrect size was ordered and it is still unopened, or if the product received is not the same that was ordered.

For incorrect size ordered, the original packaged pair needs to be couriered back to the postal address below in its original packaging (and unworn). Once the garment has been checked, a discount code of 100% off will be issued for you to get a new pair and only the shipping amount will need to be paid for to replace the item.

For damaged undies or defects (but unused and in original packaging), please report it to us within 24 hours of receiving the delivery, and return to us within 30 days of the notice. We will advise accordingly upon receipt of your notice. For avoidance of doubt damage excludes normal wear and tear (Wear and tear of our products does occur. Wear and tear is damage that naturally and inevitably occurs as a result of normal wear or ageing). 

Once we have confirmed whether the goods may be returned, please send to our postal address, and we will reimburse you for those shipping costs up to the value of the current standard Frankees shipping rate. If you are in any way unsure, please drop us a mail at hello@frankees.co.za.

Frankees Postal Address:

Frankees Pty Ltd, 17 Shelley Road, Salt River, Cape Town 7925

The same applies for the incorrect product delivered, please notify us within 24 hours of delivery. If approved (it is undamaged, unused and in original packaging), we will send you a new pair of the originally ordered Frankees at no charge to you.

Regrettably, we will not be held responsible for any delivery or postage delays that arise from unsuspecting issues beyond our control, including but not limited to wars, courier and postal strikes, incorrect addresses and acts of God.