Shipping policy
Updated: 12 February 2026
Shipping & Delivery Policy
Frankie Hair Toppers dispatches all orders within Australia via Australia Post Express Post with tracking and signature on delivery requested.
Once an order has been dispatched, customers will receive a valid tracking number so they can monitor the progress of their delivery. All parcels are sent as tracked deliveries, and customers are responsible for monitoring the tracking information provided.
Due to the value of our products, Frankie Hair Toppers requests signature on delivery for all parcels to help ensure safe delivery.
While Frankie Hair Toppers requests signature on delivery for all parcels, delivery procedures are ultimately determined by the carrier. In some circumstances Australia Post may determine it is safe to leave the parcel without obtaining a signature.
Delivery and Carrier Responsibility
Once a parcel has been collected by Australia Post and a tracking number has been issued, responsibility for the physical handling and delivery of the parcel rests with the nominated carrier, Australia Post.
In circumstances where Australia Post records a parcel as delivered, including where the carrier elects to leave the parcel in a safe place, Frankie Hair Toppers will rely on the delivery confirmation recorded within the carrier’s tracking system as evidence of delivery.
Delivery is considered complete once the carrier records the parcel as delivered to the nominated delivery address. This includes deliveries where Australia Post determines it is safe to leave the parcel at the delivery address.
Frankie Hair Toppers is not responsible for parcels that are lost or stolen after the carrier has recorded the parcel as delivered to the nominated delivery address.
Customers are responsible for ensuring that the delivery address provided at checkout is correct and secure for receiving parcels.
Delivery Monitoring and Missing Parcels
Because all parcels are dispatched with tracking, customers are expected to monitor the delivery status of their order using the tracking information provided.
If a parcel has not been received within three (3) days of the expected delivery date or delivery scan, customers must notify Frankie Hair Toppers as soon as possible so that an investigation can be initiated with Australia Post.
Prompt notification allows a delivery enquiry to be lodged with the carrier while delivery scan data and tracking records are still available.
Delivery issues reported significantly later than this timeframe may limit the ability of both Frankie Hair Toppers and Australia Post to investigate the matter effectively.
Frankie Hair Toppers cannot accept responsibility for delivery issues reported several days or weeks after the carrier has recorded the parcel as delivered.
Delivery Instructions
Customers who wish to provide specific delivery instructions, redirect their parcel, or manage delivery preferences are encouraged to do so directly through the Australia Post MyPost account or the Australia Post App prior to dispatch.
Once a parcel has been collected by Australia Post, Frankie Hair Toppers is unable to modify delivery instructions on the customer's behalf.
Delivery Disputes
If a parcel is marked as delivered but cannot be located, customers should contact Australia Post directly on 13 76 78 or via auspost.com.au to lodge a formal enquiry or investigation.
Frankie Hair Toppers will provide any available shipment or tracking information to assist with the investigation where required.
Fraud Prevention and Delivery Confirmation
To protect both customers and the business from fraudulent claims, Frankie Hair Toppers may rely on carrier delivery confirmation, tracking records, delivery scans, GPS delivery data, and delivery location information provided by the carrier when assessing delivery disputes.
Orders confirmed as delivered by the carrier may not be eligible for refund or replacement unless the carrier investigation determines that the parcel was lost in transit.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights that customers may have under the Australian Consumer Law (ACL).