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Store Policy

SHIPPING FEES

Flat rate shipping of $10 AUD Australia wide and free local delivery to Newcastle, NSW. FREE shipping on orders above $200 excludes furniture as freight charges apply due to high cost of courier service on bulky items. Free shipping will automatically be applied to orders over $200 AUD, If furniture is included in this purchase you will be invoiced freight charges separately.

Couriers please, fastway, startrack and Australia post are our main courier companies (Sendle + Shippit). We are not responsible for delays that happen once an item has been picked up by a courier company. We will happily assist in tracking down any parcels that have been delayed by emailing our customer service team at hello@franklinandoakinteriors.com and quoting your order number.

Please accept that delays do happen and some that are completely out of our control, we do our best to get your order to you within 5 workings days.

All orders will be shipped within two working days of orders placed and paid unless listed as a 'pre-order'. Please see 'pre-order' section for additional information.

You will receive an order confirmation email once purchase has been made. This does not guarantee the a sale, this just means that we have received your order. Once shipping confirmation has been sent, that is when your sale has been accepted. This is only to ensure that our stock levels are available. In the unlikely event that stock is not available once payment has been made, you will be refunded in full and emailed to be notified.

PRE-ORDERS

Please always ensure you read the description of the product you’re purchasing as it will state whether or not it is a 'pre-order' item. Shipping on 'pre-order' items will be processed within one working day of arriving in our warehouse, you will receive a confirmation email prior to shipping.

Due to the high number of imported and handmade goods from our international artisans, delays can sometimes occur. We do our best to have an accurate pre-order date listed but sometimes this is out of our control. 

Often imported items are held up going through customs and this may cause lengthy delays, if you require your order by a certain date we recommend not ordering pre-order items just to save disappointment incase of delays.

If you order a pre-order item by accident, you are not entitled to a refund. As we are a small business, we are unable to issue refunds for incorrect purchase because once a sale has been made it becomes unavailable for purchase and placed on hold for the buying customer. 

Refunds

Please place orders carefully as we do not offer a refund on incorrect choice.

Our returns policy is in line with consumer law. We do not accept refunds or exchange for wrong choice. Faulty or damaged items will be refunded in full by emailing our customer service team. Photo evidence will be required and Franklin & Oak is to notified within 1 business day of receiving your order.