Missing Items Policy

Francky.com.au

At Francky.com.au, we strive to ensure every order is packed and delivered accurately and efficiently. However, we understand that occasionally items may be missing or misplaced during delivery. We are committed to resolving these issues promptly.

1. Missing Items from Your Package

If you received your parcel but an item appears to be missing, please:

-  Check the packaging thoroughly – Some smaller items may be tucked inside protective wrapping or inside other products.

-  Review your delivery note or confirmation email to verify whether the item was included in the shipment or is being sent separately.

-  Contact us within 7 days of receiving your order at customersupport@francky.com.au with the following:

-  Your full name and order number

-  A description of the missing item(s)

-  Photos of the parcel and its contents, if available

We will investigate your claim and provide a resolution within 2 business days. If the item is confirmed missing, we will:

-  Send a replacement at no cost,

-  Issue a refund, or

-  Offer store credit, depending on your preference and stock availability.

2. Items Misplaced by Delivery Services

If your order was marked as delivered by the courier, but you have not received it:

-  Double-check the delivery address used on the order confirmation.

-  Look around your property, mailbox, or check with neighbors to see if it was left in a safe place.

-  If still not located, contact us within 7 days of the delivery confirmation. We will:

-  Liaise with the courier to investigate the delivery,

-  Request a formal delivery status report from the service provider,

-  If the parcel is confirmed lost or misdelivered by the courier, we will arrange a replacement or provide a full refund.

Please note:

-  Investigations with delivery partners may take up to 5–7 business days.

-  Claims made outside the 7-day window may not be eligible for compensation.

-  Francky.com.au is not liable for orders delivered to incorrect addresses provided by the customer at checkout.

3. General Conditions

-  All claims are assessed on a case-by-case basis.

-  Fraudulent claims may result in refusal of service.

-  This policy excludes items marked pre-order, digital, or shipped separately.

We understand how important your purchase is, and we are here to support you every step of the way. For questions or help with your order, please contact us at customersupport@francky.com.au