Refund policy

If you change your mind about your purchase than we are fine to work with you to provide a refund or exchange the product(s) for something else. Just note we can only return or exchange items within 30 days of purchase.

Please return unopened, unused product to the address below. In the very unlikely event of a negative reaction, please get in touch to share your experience and discuss returning the product to us for a refund. If you have been using steroid cream, skin can be more sensitive and you will need to wean into use gradually. Need help? Get in touch for a chat.

Returns

We provide returns on any purchase within the last 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please also note that the cost to ship the product(s) to you is not refundable.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

There are certain situations where only partial refunds are granted (if applicable): Any item not in its original condition, is damaged or missing parts for reasons not due to our error, or any item that is returned more than 30 days after delivery.

If you want to return a product please email us at info@frankieapothecary.co.nz and let's have a chat about it, and let us know your order number so we can confirm proof of purchase.

You can return your product(s) to Frankie Apothecary, 61 Sewlyn Avenue, Mission Bay, Auckland 0610, New Zealand.

Gift Cards

If you have changed your mind about buying a gift card or a gift card no longer suits then we are happy to provide a refund. Please get in touch with us at info@frankieapothecary.co.nz to have a chat about this.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@frankieapothecary.co.nz.

Exchanges (if applicable)

If you have changed your mind about what you have bought from us then it is fine to send it back to swap it for something else. Please note, we can only accept back unopened and obviously unused product. You will need to send ithe product(s) back to us and will also need to pay for the courier fee to send the replacement items to you - we'll invoice you for this.

If you need to exchange any items please email us at info@frankieapothecary.co.nz with your order number so we can confirm what was purchased, let us know what you want to exchange the product(s) for and send the product(s) to: Frankie Apothecary, 61 Sewlyn Avenue, Mission Bay, Auckland 0610, New Zealand.

Shipping on Returns or Exchanges

For any refund or exchange the product(s) will need to be returned to us at your own cost. If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. Unfortunately parcels do go missing from time to time and we can'tguarantee that we will receive your returned item.

Please return product (s) to: Frankie Apothecary, 61 Sewlyn Avenue, Mission Bay, Auckland 1071, New Zealand