FAQ

FAQ

ACCOUNT

Do I need to setup an account to purchase through your site?

No, you can make your purchases as a guest! But it’s no fun being a guest so, come join us and be part of the FROFFA family ?

How do I create a FROFFA account?

Easy! You can create one HERE.

I have forgotten my password! Help!!

All good, head over to our FROFFA account login page and click on the ‘Forgotten password’ link and follow the instructions on how to rest your password.

ORDER

How do I use a coupon code on my purchase?

You can either enter the coupon code at the “Shopping Cart” or “Checkout” pages in the ‘Coupon code’ field, once entered click on the ‘Apply coupon’ button.

Is it possible to use two coupons on one order?

Unfortunately, only one coupon code can be used per order unless specified otherwise.

Why isn’t my coupon code working?

Please check that you have met all the terms and conditions that relate to the coupon code, if you’re still having trouble reach out to us at info@froffa.com.au and we will be happy to assist!

How do I tell if my order is confirmed?

An order confirmation email will be sent as soon as we have processed your order. Another email will be sent to you, once the order has been shipped. Please don’t forget to check your spam/trash folder as sometimes these emails find there way into these folders! If you still haven’t received a confirmation email drop us a line at info@froffa.com.au and we will be happy to assist!

What size am I?

This should help you decided, have a squiz at our sizing guide!

PAYMENT

What currency is used at FROFFA?

As we are an Australian company, based in Australia all charges relating to our products and services will be in Australian dollars.

What payment options do you offer?

We accept credit cards (VISA, Mastercard, American Express) and we also offer PayPal and Afterpay as alternative payment methods.

Is it safe to purchase through your site using my credit card?

We take security and protection of your personal data seriously at FROFFA, which is why we utilise 256-bit Secure Socket Layer (“SSL”) technology to encrypt the personal data that you send us during the order process. We also utilise Stripe as our credit card payment gateway provider. Stripe is one of the safest online payment providers and has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.  For Stripe to accomplish this, they must make use of best-in-class security tools and practices to maintain a high level of security at Stripe. You can read more on Stripe’s security features here https://stripe.com/docs/security/stripe.  

AFTERPAY

What is Afterpay?

AfterPay is the online payment method that allows you to pay for your online purchases after receiving them. 

How does it work?
What do I need to get started?
  1. An Australian credit or debit card
  2. To be over 18 years of age
  3. An Australian residential address
How do I use Afterpay?

How do I use Afterpay?

    1. Add items to your shopping cart and checkout as normal
    2. Select Afterpay as your payment method – you will be redirected to the Afterpay website
    3. Register or login to your Afterpay account
    4. Enter or verify your payment details then confirm your order, once confirmed you will be redirected back to our website to complete the checkout process.

Please note: The funds for the first payment must be available on your nominated card at the time of checkout. For more information or inquiries about Afterpay, including payments, declined orders, or your Afterpay account, please contact Afterpay

SHIPPING

How can I track my order?

Login to your FROFFA account and check the order status.

As soon as your order is shipped, a confirmation email will be sent along with a tracking number and link. Keep an eye on your junk and spam folders as sometimes it can find its way there!

Additionally, you can track your order here https://auspost.com.au/track/ once you receive the tracking number.

How long does it take for my order to be dispatched?

As a standard rule, orders will be processed and dispatched the day the order is placed, otherwise by the end of the next business day.

Do you offer free shipping?

Yes, we do! We offer FREE STANDARD SHIPPING on all orders over $70.00 when delivered within Australia. Unfortunately, at this time we cannot offer free shipping on orders delivered outside of Australia.

Do you offer international shipping?

You bet! Head on over to our shipping page for all the deets!

What if I haven’t received my order yet?

If your order hasn’t arrived when it was expected (see delivery times), please reach out to us at info@froffa.com.au and one of the team here will gladly assist.

RETURNS

Have you received my return?

Depending where you are located, returns can take between 2-7 business days to reach us. Once received your returns request will be processed within 1-3 business days.

How do I exchange an item?

The best way to exchange an item is to return your item back to us and then use your store credit to place a new order.

How do I return an item?

Please see our returns page for information on our returns process.

Received a faulty item?

We pride ourselves at FROFFA on providing quality threads to you as the customer. So if you have received a faulty item please reach out to us at returns@froffa.com.au and we will guide you through the returns process. When you contact us please note we will require 1-2 photos detailing the items defect/fault. In the event that you have received a faulty item we will offer you the choice of a full refund or a 110% store credit once we have received the item back.

REFUNDS

How long will my refund take?

If you paid using a credit card, we submit a refund request to your card issuer immediately. You will see the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be cancelled.

If you paid using PayPal it can take up to 30 days for a refund to appear on your credit card statement or Paypal account balance.

If you paid using Afterpay a store credit will be issued to your FROFFA account. The personal agreement you have with Afterpay will still stand and you will continue to pay any scheduled repayments. The store credit issued will only total the value of the item(s) refunded. For general or repayment queries please contact Afterpay on 1300 100 729.

GIFT CARDS & STORE CREDITS

Are gift cards available?

All year round! All you need to do is head on over to our online store, nominate the amount you would like to spend, choose if you are sending it to yourself or someone else and then purchase the gift card. An email with the gift card voucher will be sent to you or that special someone else you nominated. The gift card is then good to go, easy as that!

Do gift cards or store credit expire?

Gift cards and store credit is valid for a period of 12 months from the date of purchase or issue.

Where and how do I redeem my gift card?

If you have received a gift card you can use the unique code provided with the gift card email sent by us and then entering the code at either the “Shopping Cart” or “Checkout” pages in the ‘Coupon code’ field and clicking the ‘Apply coupon’ button once entered.

Alternatively, to redeem your gift card you can create or login to your FROFFA account using the email address the gift card was sent to. Then once you are logged into your account, head over to the Gift Cards & Store Credits page to view your available gift cards. Any available gift cards will also be displayed at the checkout page.

Click on any of the displayed gift cards to instantly redeem that gift card and it will automatically apply the amount to your account and your next purchase. If there is a balance remaining after a purchase, the leftover amount will stay in your account and be applied to your next purchase once you are logged in to your account.

For further information on gift cards please see section 6 “GIFT CARDS AND STORE CREDIT” of our Terms & Conditions page.

How does store credit work?

If you receive store credit it will be valid for 12 months from the date of issue. It will be automatically applied to you FROFFA account. Store credit is available for use on all purchases and is available in the checkout page once you are logged in. If you need to check your balance, you can check it anytime in your account.

Where and how do I redeem my store credit?

When logged into your FROFFA account, store credit will automatically apply to your next purchase and you will see the amount at the checkout page. To check your balance at anytime please ensure you are logged into your account and visit the Gift Cards & Store Credits page.

For further information on store credits please see section 6 “GIFT CARDS AND STORE CREDIT” of our Terms & Conditions page.

STILL GOT QUESTIONS?

Please reach out to us using our contact us form or via email at info@froffa.com.au and one of the team here will gladly assist.

ACCOUNT

Do I need to setup an account to purchase through your site?

No, you can make your purchases as a guest! But it’s no fun being a guest, so come join us and be part of the FROFFA family ?

How do I create a FROFFA account?

Easy! You can create one HERE.

I have forgotten my password! Help!!

All good, head over to our FROFFA account login page and click on the ‘Forgotten password’ link and follow the instructions on how to rest your password.

ORDER

How do I use a coupon code on my purchase?

You can either enter the coupon code at the “Shopping Cart” or “Checkout” pages in the ‘Coupon code’ field, once entered click on the ‘Apply coupon’ button.

Is it possible to use two coupons on one order?

Unfortunately, only one coupon code can be used per order unless specified otherwise.

Why isn’t my coupon code working?

Please check that you have met all the terms and conditions that relate to the coupon code, if you’re still having trouble reach out to us at info@froffa.com.au and we will be happy to assist!

How do I tell if my order is confirmed?

An order confirmation email will be sent to you as soon as we have processed your order. Another email will be sent to you, once the order has been shipped. Please don’t forget to check your spam/trash folder as sometimes these emails find their way into these folders!

If you still haven’t received a confirmation email drop us a line at info@froffa.com.au and we will be happy to assist!

What size am I?

This should help you decided, have a squiz at our sizing guide!

PAYMENT

What currency is used at FROFFA?

As we are an Australian company, based in Australia all charges relating to our products and services will be in Australian dollars.

What payment options do you offer?

We accept credit cards (VISA, Mastercard, American Express) and we also offer PayPal and Afterpay as alternative payment methods.

Is it safe to purchase through your site using my credit card?

We take security and protection of your personal data seriously at FROFFA, which is why we utilise 256-bit Secure Socket Layer (“SSL”) technology to encrypt the personal data that you send us during the order process. We also utilise Stripe as our credit card payment gateway provider. Stripe is one of the safest online payment providers and has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.  For Stripe to accomplish this, they must make use of best-in-class security tools and practices to maintain a high level of security at Stripe. You can read more on Stripe’s security features here https://stripe.com/docs/security/stripe.  

AFTERPAY

What is Afterpay?

AfterPay is the online payment method that allows you to pay for your online purchases after receiving them. 

How does it work?
What do I need to get started?
  1. An Australian credit or debit card
  2. To be over 18 years of age
  3. An Australian residential address
How do I use Afterpay?

How do I use Afterpay?

    1. Add items to your shopping cart and checkout as normal
    2. Select Afterpay as your payment method – you will be redirected to the Afterpay website
    3. Register or login to your Afterpay account
    4. Enter or verify your payment details then confirm your order, once confirmed you will be redirected back to our website to complete the checkout process.

Please note: The funds for the first payment must be available on your nominated card at the time of checkout. For more information or inquiries about Afterpay, including payments, declined orders, or your Afterpay account, please contact Afterpay

SHIPPING

How can I track my order?

Login to your FROFFA account and check the order status.

As soon as your order is shipped, a confirmation email will be sent along with a tracking number and link. Keep an eye on your junk and spam folders as sometimes it can find its way there!

Additionally, you can track your order here https://auspost.com.au/track/ once you receive the tracking number.

How long does it take for my order to be dispatched?

As a standard rule, orders will be processed and dispatched the day the order is placed, otherwise by the end of the next business day.

Do you offer free shipping?

Yes, we do! We offer FREE STANDARD SHIPPING on all orders over $70.00 when delivered within Australia. Unfortunately, at this time we cannot offer free shipping on orders delivered outside of Australia.

Do you offer international shipping?

You bet! Head on over to our shipping page for all the deets!

What if I haven’t received my order yet?

If your order hasn’t arrived when it was expected (see delivery times), please reach out to us at info@froffa.com.au and one of the team here will gladly assist.

RETURNS

Have you received my return?

Depending where you are located, returns can take between 2-7 business days to reach us. Once received your returns request will be processed within 1-3 business days.

How do I exchange an item?

The best way to exchange an item is to return your item back to us and then use your store credit to place a new order.

How do I return an item?

Please see our returns page for information on our returns process.

Received a faulty item?

We pride ourselves at FROFFA on providing quality threads to you as the customer. So if you have received a faulty item please reach out to us at returns@froffa.com.au and we will guide you through the returns process. When you contact us please note we will require 1-2 photos detailing the items defect/fault. In the event that you have received a faulty item we will offer you the choice of a full refund or a 110% store credit once we have received the item back.

REFUNDS

How long will my refund take?

If you paid using a credit card, we submit a refund request to your card issuer immediately. You will see the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be cancelled.

If you paid using PayPal it can take up to 30 days for a refund to appear on your credit card statement or Paypal account balance.

If you paid using Afterpay a store credit will be issued to your FROFFA account. The personal agreement you have with Afterpay will still stand and you will continue to pay any scheduled repayments. The store credit issued will only total the value of the item(s) refunded. For general or repayment queries please contact Afterpay on 1300 100 729.

GIFT CARDS & STORE CREDITS

Are gift cards available?

All year round! All you need to do is head on over to our online store, nominate the amount you would like to spend, choose if you are sending it to yourself or someone else and then purchase the gift card. An email with the gift card voucher will be sent to you or that special someone else you nominated. The gift card is then good to go, easy as that!

Do gift cards or store credit expire?

Gift cards and store credit is valid for a period of 12 months from the date of purchase or issue.

Where and how do I redeem my gift card?

If you have received a gift card you can use the unique code provided with the gift card email sent by us and then entering the code at either the “Shopping Cart” or “Checkout” pages in the ‘Coupon code’ field and clicking the ‘Apply coupon’ button once entered.

Alternatively, to redeem your gift card you can create or login to your FROFFA account using the email address the gift card was sent to. Then once you are logged into your account, head over to the Gift Cards & Store Credits page to view your available gift cards. Any available gift cards will also be displayed at the checkout page.

Click on any of the displayed gift cards to instantly redeem that gift card and it will automatically apply the amount to your account and your next purchase. If there is a balance remaining after a purchase, the leftover amount will stay in your account and be applied to your next purchase once you are logged in to your account.

For further information on gift cards please see section 6 “GIFT CARDS AND STORE CREDIT” of our Terms & Conditions page.

How does store credit work?

If you receive store credit it will be valid for 12 months from the date of issue. It will be automatically applied to you FROFFA account. Store credit is available for use on all purchases and is available in the checkout page once you are logged in. If you need to check your balance, you can check it anytime in your account.

Where and how do I redeem my store credit?

When logged into your FROFFA account, store credit will automatically apply to your next purchase and you will see the amount at the checkout page. To check your balance at anytime please ensure you are logged into your account and visit the Gift Cards & Store Credits page.

For further information on store credits please see section 6 “GIFT CARDS AND STORE CREDIT” of our Terms & Conditions page.

STILL GOT QUESTIONS?

Please reach out to us using our contact us form or via email at info@froffa.com.au and one of the team here will gladly assist.