frequently asked questions


products + orders

How do I order?

Simply add to your cart and checkout! You will automatically receive an email confirmation with details on how to settle payment. Once settled, we will process and ship your order within 1-2 business days (Mon-Fri, excluding holidays).

What materials are the accessories made of?

All metal accessories are made of gold or silver plated zinc alloy. All acrylic accessories are made of lightweight acetate/acrylic.

Will they tarnish?

Since these are gold/silver plated alloy, these will fade/tarnish over time depending on your acidity levels, sweat, perfumes, oils, etc. as well as maintenance and care.

How do I clean/store my Hey Frankie pieces?

You can prolong the plating of your metal accessories by storing them in the airtight ziplock pouch provided. This will prevent oxidation. It is best to gently clean them with a soft cotton cloth after use to remove any dirt/oils from use.

The item I want is out of stock. Can I preorder items?

No, we do not accept preorders but you can sign up to receive notifications once the item you want it back in stock.

shipping

What are your shipping rates?

We ship orders via Fastrack or LBC Express. The rates are as follows:

  • Metro Manila (1-3 days) - ₱40.00
  • Rizal (3-7 days) - ₱60.00
    • Includes Taytay, Cainta, Angono, San Mateo 1&2, Ampid, Antipolo (except San Luis, San Jose, Rigles, Bosoboso, Prayer Mountain, Solid Cement, Villa Consolacion)
    • Cavite (3-7 days) - ₱75.00
      • Includes Molino 1-6, Aniban 1-3, Ligas 1-3, Bacoor, Imus, Noveleta, Cavite City, Gen. Trias, Trece Martines, Paliparan 1, Alapan 1 & 2, Kawit, Tanza, Dasmariñas (except Langkaan 1 & 2) 
    • Other Provincial (3-7 days) - ₱150.00
      • All other provincial areas not listed above
    LBC EXPRESS (NEXT DAY DELIVERY):
    • Metro Manila - ₱155.00
    • North & South Luzon - ₱175.00
    • Visayas & Mindanao - ₱195.00

    We can also ship via Grab Express should you need the items ASAP. Please contact us for further details and if we will be able to accommodate.

    Do you ship internationally?

    Yes! We ship worldwide via DHL Express. Rates will vary depending on location and order volume. Shipping and handling fee will be calculated once order has been placed, please contact us for further details via email heyfrankieph@gmail.com. Approximate shipping fee (inclusive of handling cost of Php 500) is $30-$70.

    How long until my package arrives?

    Metro Manila - 1-3 business days 
    Provincial - 3-7 business days

    International: 3-5 business days

    *Business days: Monday to Friday, excluding Holidays

    My order hasn't arrived yet. What's taking so long?

    Unfortunately, we have no control over the delays encountered during shipping. You may track your package through the Fastrack website (www.fastrack.ph/track) to check on the status. If your package still hasn't arrived within the specified shipping period above, you may follow up through with Fastrack Customer Service. Please see below: 

    Fastrack Contact Numbers:

    Trunkline: (02) 485 7777
    Globe: +‎63905 253 3860
    Backup Line: (02) 997 7000

     

    returns

    Can I return/exchange an item?

    Due to sanitary reasons, we do not accept any returns or exchanges.

    I received the wrong items. What do I do?

    Please contact us via email at heyfrankieph@gmail.com with your complete information (Name, Order Number, Photos of wrong items received)

    I received damaged items. What do I do?

    We check all items for quality before packing them for shipment. However, should you find the items damaged upon arrival, please contact us immediately via email at heyfrankieph@gmail.com with your complete information (Name, Order Number, Photos of damaged items received) and we'll see what we can do.