Returns

RETURNS

Here at Frugi we want you to be happy when you receive your order, but we know now and then you may wish to send something back. 

Please note - On Wednesday, 30th November 2022, our wonderful brand fell into administration. However, we have been lovingly rescued by Refined Brands, the parent company to fellow Cornwall-based and ethical brand Celtic & Co. 

Going forward your return will be credited either as a Frugi gift card or a full refund. Please see below for more details as to which applies to your return…

For any returns on orders placed after the 6th of December we will fully refund the payment to the method used when ordered.

For any returns on orders placed before the 6th of December and returned after the 30th of November 2022, we will send out a Frugi gift card to at least the value of the amount paid. Please note, we will post the gift cards once we've received the returned item.

For any returns received before the 30th of November 2022, we will send out a Frugi gift card to at least the value of the amount paid.

Returns on faulty items will be honoured.


REFUNDS

Any items purchased as a gift from now until Christmas can be returned to us for a full refund until Tuesday 31st January 2023.

If you wish to return something** please return the item to us within 60 days of receipt for full-price items and 21 days of receipt for sale items. Please return items in the same condition you found them: unworn, unwashed, and with labels still intact and attached! If a bundle product was purchased then please ensure all items within the bundle are returned together (a bundle product is any number of products that were purchased together at a lower price compared to individual prices).

If you have requested a refund, we will refund the amount you paid using your original payment method. You should expect to receive the refund within 10 days of the item being received, but during busy periods it may take a little longer.

We love each and every one of our customers and we know what a fab bunch you all are! But from time to time we come across the odd bad apple who tries to take advantage of our returns system. If we see someone trying to work the system for a freebie we will take note, and repeat offenders will be sent to the naughty step!

Our returns policy is in place to protect your rights as a consumer, and ours as a family-run business.

FAULTY ITEMS

All our garments go through rigorous quality control testing to make sure they reach you in tip top condition, but if you’re unhappy with the quality of an item you can return it to our garment technologists for checks up to a year after you’ve received it. First things first, drop our lovely Customer Services team a message and let them know about the problem. Please email [email protected] with photos of the faults attached and any other information regarding your issue.

They’ll provide you with a freepost address to send the item to. On your returns form, please clearly state that the item you are returning is faulty and why it is faulty. Please detail your name, the order number or your Frugi account number, and a contact email address.

Once we receive the item, our garment technicians will assess it and confirm whether or not it is deemed to be faulty. If it is deemed faulty we’ll organise a full refund by your original payment method. If it’s not deemed to be faulty, we will contact you by email to let you know and organise to return the item to you.

If you receive an item from us that is faulty or mis-packed† we can supply you with a handy freepost address label to print and post your item back to us for either a replacement or a refund. For all other returns, you can use the printed returns label enclosed on your invoice but you will need to pay the return postage costs.

Please note: If your little one has had a moment of creativity with a permanent marker and contributed their own design to a garment, we know it’s pretty frustrating, but it’s not faulty… sorry. The same goes for any damage caused by accident, neglect, misuse, wear and tear, or failure to follow care instructions.

POSTAGE

Returns should be sent to: Frugi, Units 2 & 2a Indian Queens Industrial Estate, Indian Queens, St. Columb, TR9 6TF, UK 

Please detail your name, order number, contact email address and whether you wish to return or exchange the item(s). We will refund the postage costs you incur in returning any items that are deemed to be faulty by our garment technicians.

Alternatively, you can contact our Customer Services team to get a Free Post address in order to return faulty items. Call them on +44 (0) 333 400 9771or email them at [email protected].

AND FINALLY...

If you purchased something from one of our fab independent retailers, they should be your first port of call if you wish to return something.

**If you have ordered the wrong item in error, please see point 7 in our Terms and Conditions: ‘Ordering errors and your right to make changes’.

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