FAQ

Frequently Asked Questions

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 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

 Med

Large

XL

SA DRESS SIZE

6 - 8 10 12 14
SA PANTS SIZE

30 - 32

32 - 34

36

38


Women's Crop Tops 

SIZE

 Small

Med

Large

XL

Bust 

30 - 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 R550, we cover the shipping rate and it is free. This is a door to door service with one of our courier partners. 

International shipping is R200 or $15 worldwide. Free shipping in AUSTRALIA with orders over A$ 90 and REST OF THE WORLD $80.

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

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.

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!

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.

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 returns if the garment has all packaging still in tact. 

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, 17 Shelley Road, Salt River, Cape Town 7925

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.