Shipping policy

Shipping

This policy should be read with our Terms and Conditions of Sale, which govern every order placed with Franka. Where there is any inconsistency, the Terms and Conditions of Sale prevail.

Where we ship

Freight to metropolitan areas along the eastern seaboard is calculated at checkout. For locations outside those areas, contact support@franka.com.au for a quotation and we will confirm pricing and likely timeframe before dispatch.

Delivery cost is determined by destination, the items ordered and the accessibility of the premises. Difficult access includes steep steps, tight corners, small lifts and narrow stairwells. Franka will confirm the applicable service and cost before payment.

Delivery services

Standard courier (small items). Australia Post or a comparable service.

Standard delivery (large items). Single-courier delivery to ground floor only.

Premium delivery (large items and sofas). Two-person delivery. Assembly is available on request; please ask for a quotation.

Delivery windows and timing

Deliveries are effected between 9:00am and 5:00pm, Monday to Friday. Franka is unable to guarantee a specific delivery time. Where a carrier provides advance notice, Franka will pass it on; certain services do not provide advance notice.

Delivery timeframes are estimates provided in good faith and do not constitute guarantees. Franka will notify the customer promptly where a delivery date changes.

To minimise freight movements, collections from interstate suppliers are consolidated with other orders, so timeframes vary according to when an order is placed within the collection cycle.

Access

Customers must notify Franka in advance of any matter affecting access, including stairs, lifts, narrow corridors, restricted turning circles, parking restrictions, gates, keys and restricted delivery hours.

Customers are responsible for verifying that the goods will fit the intended access route before placing an order. Item dimensions are stated on each product page and should be compared against the narrowest point of the access route. Franka will provide clarification on request.

Where an item cannot be delivered into the premises by reason of access, Franka will take such steps as are reasonable at the time of delivery. Where delivery remains impossible, the customer may return the item and Franka will refund the price of the item less the actual delivery and return freight costs incurred by Franka, which will be itemised, and less the restocking fee stated in our returns policy. No restocking fee applies where delivery failed by reason of an error in the dimensions published by Franka or in written access advice given by Franka.

Inspection on delivery

Risk in the goods passes to the customer on delivery. From that time the goods are in the customer’s custody, and damage occurring after delivery does not constitute transit damage.

Where a carrier requires signature, any visible damage must be noted on the carrier’s documentation before signing. A clean signature on a damaged consignment materially prejudices any subsequent claim.

The order must be unpacked and inspected within 48 hours of delivery, and Franka notified within 48 hours of any item that is damaged, missing or incorrect — by email to support@franka.com.au copied to hello@franka.com.au, with photographs of the item and of the packaging in which it arrived. Packaging should be retained until inspection is complete.

Rationale for the 48-hour period. Transit damage is apparent on unpacking, and 48 hours is sufficient for its identification. Franka’s freight insurance further requires that a transit damage claim be lodged within a short period of delivery. Notification within 48 hours enables Franka to replace the item immediately and to recover the loss from the carrier.

Effect of late notification. Franka will assess a claim notified after the 48-hour period. The period is not a condition of the customer’s rights, and nothing in this policy affects rights under the Australian Consumer Law or shortens the time within which a claim may be brought. The period has no application to a defect that was not apparent on delivery.

Effect of the passage of time on evidence. Once goods are in the customer’s custody, the question ceases to be whether Franka delivered damaged goods and becomes whether it can be established that the goods arrived damaged. Where photographs, the original packaging and prompt notification are available, that is readily established and Franka will rectify the matter. Following an extended period — where packaging has been discarded, the item has been assembled and placed into use, and it is located at premises Franka has not inspected — it may not be possible for either party to distinguish transit damage from damage occurring after delivery. Where it cannot be established that an item arrived damaged, Franka may be unable to treat the matter as a transit damage claim, and risk having passed to the customer on delivery applies. This is a consequence of the evidentiary position rather than a contractual time bar.

A signature may be required upon delivery at the nominated address.

Failed delivery

Where no person is available at a scheduled delivery appointment and the customer has not authorised delivery in the absence of a recipient, Franka may charge the actual cost of redelivery. Franka will notify the amount, and no charge applies where the failed delivery is attributable to Franka or its carrier.

Collections

Accessories and floor stock sale items are available for collection free of charge in store.

Contact

Franka Pty Ltd · ABN 91 661 333 142 · PO Box 162, Strawberry Hills NSW 2012
Freight quotations, claims and product safety: support@franka.com.au
Orders and general enquiries: hello@franka.com.au