Frequently Asked Questions

Where can I buy Frankees?

Obviously, right here, right now! But, if you're not comfy buying Frankees undies online? No problem!
We are now stocked in selected Cotton On Stores in South Africa, see below for the full list:
  • Sandton
  • V&A
  • Gateway
  • MOA
  • Menlyn
  • Canal Walk
  • Cavendish
  • Fourways
  • Eastgate
  • Rosebank Mall
  • Pavillion
  • Tygervalley
  • EastRand
  • Mall of the South
  • Centurion
  • Loch Logan
  • Hemmingways
  • Illanga Mall
  • Table Bay
  • Millsquare 

 

How do discount codes work?

If you have received a discount code and would like to use it (hopefully you do!), type it into the space provided at checkout. It will automatically take off the amount discounted for the products it is valid for.

Please note, discount codes are only valid for full price products. No sale items will be allowed as they are already discounted. 

Discount codes cannot be stacked, meaning only one code can be used at a time.

What size am I?

Please take a good look at our size chart below:

Mens Underwear

SIZE

 Small

Med

Large

XL

Waist 

29 - 31" 32 - 34" 36 - 38" 38 - 42"
74 - 79 cm

82 - 87 cm

91 - 97 cm

98 - 106 cm


Women's Underwear:

Ladies bottoms run SLIGHTLY SMALL

If you prefer it tight, stick to your size, if you prefer a bit more room, size up. Our sizes are the same as Jockey ladies underwear bottoms. They run slightly smaller than usual.

SIZE

 Small

(XS / S)

 Med

(S / M)

Large

(M / L)

XL

(L / XL)

SA DRESS SIZE

6 - 8 8 - 10 10 -12 12 - 14
HIPS (CM)

84 - 91

94 - 99

102 - 107

112 - 117


Women's Crop Tops 

SIZE

 Small

Med

Large

XL

Bust 

32" 34" 36 - 38" 40 - 44"
78 - 86 cm

87 - 92 cm

93 - 102 cm

106 - 112 cm

 

How much does shipping cost?

Shipping in South Africa is charged at a R70 flat rate. When you spend more than R650, we cover the shipping rate and it is free. This is a door to door service with one of our courier partners, usually DHL Express or CourierIt. 

International shipping is calculated by our carrier, DHL Express and shown at checkout based on your location - usually between $10 and $20. Free worldwide shipping applies on orders over $70USD. 

This is sent with a DHL Express service and usually takes between 3 and 5 working days from fulfillment date.

Please note, various import duties and taxes may be incurred on delivery to certain regions. We send our products delivered duties unpaid with DHL Express from South Africa and we have zero control over these duties that may be incurred.

i.e. The UK and Europe may have such duties attached to imports from outside the region. 

When will I receive my order?

For all SA orders - We process orders from 08h00 - 13h00 on weekdays. So, if you order before 13h00, we will send your package off with our couriers on the same day - meaning you should receive your order within 3 working days. Local couriers take 1 - 3 days to deliver but outlying and regional areas such as Kakemas or Hermanus for example, your delivery might take a few days longer. Usually though, not longer than 3 extra working days.

For all International orders - We process orders within 24 hours of order. We usually send the following working day and it takes approximately 3-5 business days worldwide. Sent with DHL Express service.

What if I am not at home/office to receive my order?

The courier company used will always attempt to deliver to your door. If no one is home or no one answers, they will often try to contact via a call. If still no luck, the couriers will attempt delivery again on their next delivery run.

For easier management of the delivery of your Frankees, an email upon fulfillment of your order will be sent with tracking details included. If you find there may be an issue with the delivery address or contact, please contact the couriers directly with your tracking details and they will assist with the delivery much more swiftly. 

How do I track my order?

Once your parcel is ready and has been packed on our end, we will send you your tracking number via email or text depending on courier. These emails are usually sent upon packing.

If you have not yet received your tracking number, check your junk mail. If you can't find it there, drop us an email (hello@frankees.com) so that we can check if it has been dispatched (please remember: If you placed your order during a weekend, or after 13h00 on a working day, it will only be dispatched on the next business day). If you have a tracking number, you can track it on the courier tracking site - clickable link sent to you in that email.

If there is any problem at all with your parcel, we will not rest until we have tracked it down and got it to you! Alternatively, and probably a faster way to receive an order with delivery exceptions, we suggest contacting the couriers directly with your tracking details and they will assist in getting your order delivered soonest.

Where do you ship to?

Please note we do not ship to P.O Boxes. Our couriers will need a signature to deliver.

We ship worldwide, meaning we will deliver ANYWHERE on the planet, as long as a valid delivery address and postal code are given.

Local orders will also be delivered to your door or any address that we are given.

How do I place an order?

Well, we are super happy you have found something that you like! 

Ordering from us is super easy - all you need to do is select the add to cart button on a given product once you have confirmed the correct size,  on the product page. Once you've finished your selection of products, click the shopping bag icon on the top right of the page, and then click "Proceed to checkout." That's how simple!

What are my payment options?

All our payment options are safe and secure. They run through Payfast and iPay secure EFT.

PayJustNow is a new gateway we have implemented, allowing the customer to make the purchase and pay in 3 interest free installments, making it a little lighter on the pocket right now. It's simple, place your order, and pay just now. www.payjustnow.com for more info.

Payment options include credit card, debit card, instant EFT, mobicred, payD and Masterpass.

Can I buy a Gift Card?

Not sure what to buy someone? Rather be safe!

Use the drop down navigation menu (Men or Women) and click "Gift Cards". Select your value, add to cart and once checked out, we email you the coupon for you to give to the lucky recipient, let them decide!

What is your return policy?

We have an extremely sensitive hygiene policy at Frankees and unfortunately cannot accept any underwear returns. For all underwear purchases, returns are not accepted for hygiene reasons. 

We do accept crop top and sock returns if the garment has all packaging still in tact. 

No returns will be accepted on sale items.

Please include a written note with your full name, order number and reason for return in the parcel.

Please send your return to our receiving postal address:

Frankees Pty Ltd,

Unit 14C, Inospace Island Workshops.
23 Milner Street
Paarden Eiland 7405

For all orders, return postage is not provided.

We do not accept walk-in returns.

If return is accepted, an in store credit coupon will be issued to cater for your replacement pair.

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 issues and postal strikes, incorrect addresses and acts of God.

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