FAQs

Here's some helpful information about all things Frugi! If it hasn't quite hit the spot, give our super friendly customer service team a call on +44 (0)1326 572828

Do you ship to countries outside of the UK?

Yes! We can ship orders to almost anywhere in the world. Click here for full delivery information.

How much does delivery cost?

It really depends on when you want your order by and where you’d like us to send it! Hop on over to our Delivery page to find out more.

Can I return personalised products?

Unfortunately, due to the bespoke nature of personalised goods we are unable to accept returns for them. Only items that are deemed to be faulty by Frugi can be exchanged or refunded

How long does personalisation take?

Personalisation can take upto 3 days to complete, before we ship all your frugi goodies (both personalised and non-personalised) using your chosen delivery service.

Why is personalisation not on all products?

New things are always exciting and whilst we would love to offer this amazing new service on all our Frugi goodies, everyone knows the tortoise won the race. So we are taking this steady and trialling this on a few of our favourites first that we think are the perfect fit for personalisation and gifting!

Will my personalisation match the images?

Personalised products are embroidered by our Frugi elves, giving them the personal touch. We take extra care that the placements of the embroidery match our imagery, however as each product and text is unique the size and placement of text may vary slightly.

Can I add to an existing order?

We’re sorry but it’s not possible to add to your order. Our system is fully automated which means your order has already been sent to our warehouse for processing. If your order has not yet been despatched we can cancel it and you can place a new one.

I’ve placed more than one order; can you combine them?

We’re sorry but it’s not possible to combine your orders. Our system is fully automated which means your orders have already been sent to our warehouse for processing. If your orders have not yet been despatched we can cancel them and you can place a new one.

The items I bought recently have been reduced – can you refund me?

We are unable to back date any offers outside of the times stated in the terms and conditions associated with the price reduction.

Are items in my basket reserved?

Items are not reserved until you are in the checkout. Up to that point items can still be purchased by other customers, which means the items may be sold out by the time you checkout. Once in the checkout the items will be reserved for 5 minutes, however, If for any reason you leave the checkout, the items will no longer be reserved.

Do you offer free returns as standard?

Not just yet, sadly. Take a look at our Returns & Exchanges page to get all the info you need on returning items, and to download a returns form.

Which payment methods do you accept?

You can choose to pay either by credit or debit card, or by PayPal. We also accept Gift Vouchers as part or full payment. Please note that we don’t accept American Express.  

If you have any problems or questions about payment, get in touch and we’ll be happy to help.

Email info@welovefrugi.com or call us on +44(0)1326 572828.

Can I send something as a gift to someone else?

Yes! Just choose 'add a new address' when you reach the delivery page during checkout and pop in their details. Their address will be saved under your account for the next time you're feeling generous!

Where is my nearest Frugi stockist?

We have lots and lots of fabulous retailers across the globe! You can use our stockist search to find your nearest retailer, or give us a call on +44 (0)1326 572828 to find out where your closest store is.

My order hasn't arrived yet. What should I do?

If after 14 working days your order hasn’t arrived, you can contact us and we’ll investigate for you.

Email info@welovefrugi.com or call us on +44(0)1326 572828.

In the meantime, here’s a few things you might like to take a look at first:

  1. Could your parcel be waiting for you at your local Post Office? Every now and then our lovely postie forgets to leave us a card, so it’s worth a phone call to check! 
  2. Did you ask for your parcel to be left somewhere secure or with a neighbour? 
  3. Check your order details, just in case you’ve entered a different address. 
  4. Check your messages. We may be trying to contact you before we dispatch your order!
Where can I find sizing information?

All of our lovely products have a handy 'Measurements' tab on the product page. If you’re looking for general sizing information though, hop over to our handy size guide!

What washing instructions do you recommend?

We suggest washing at 30˚C because it's kinder to the environment. We don't recommend using bleach or other harsh chemicals. Frugi clothes prefer liquids, gels and pods over washing powders, and using fabric softeners will help to protect the colours and wear on garments, prolonging their life.

Some Frugi clothes can be ironed and tumble dried on a low heat, but printed designs should be ironed inside out and hung out on the washing line!

Be sure to check the care label on each garment for individual washing instructions, as they may vary from time to time.

Will Frugi clothes shrink when I wash them?

A little, yes, but don’t worry! Organic cotton isn’t coated with the nasty resins that conventional cotton uses to prevent shrinking. It can shrink up to 5%, but we’ve cut the clothes to take that into account - clever clogs that we are!

What steps do Frugi take to be as ethical as possible?

Frugi was founded on a basis of being as ethically and environmentally responsible as possible, and we still work to these same values over more than a decade later!

  • First and foremost, we’re still crazy for organic cotton. All our cotton is organic, so you won’t find any nasties here! It’s super soft, kinder to skin, and so much better for those involved in the growing and manufacturing processes.
  • Our board shorts and 100% waterproof Puddle Buster range are made from 100% post-consumer recycled polyester. It’s a durable, versatile fabric that uses up plastic bottles so they’re not left to float around in the sea or in landfills damaging the environment!
  • Our stretchy swimwear and Sun Safe garments are made using Oeko-tex fabrics. Oeko-tex is an independent global organisation who set standards, test and certify textiles to ensure they contain no nasty chemicals. Better for us to wear, and better for factory worker’s health and the environment. Fab!
  • Our GOTS certification awarded by the Soil Association means we adhere to stringent criteria in both our manufacturing and social accountability.
  • We work under our own Frugi code of conduct, visit our factories regularly, and have a Frugi team based in India to ensure the highest standards are met and our workers are looked after.
What does GOTS mean?

Global Organic Textiles Standard, or GOTS, is recognised as the leading processing standard for textiles made from organic fibres worldwide. It defines the highest level environmental and social standards, with the aim to define requirements to ensure the organic status of textiles. So, that's GOTS in a nutshell - but what else does it mean?

  • GOTS traces the cotton from start to finish with the use of transactional certificates. Unregulated, this process can be subject to false claims. With GOTS certification we can say with our hands on our hearts that our GOTS suppliers comply with GOTS organic, social and ethical standards! 
  • Under GOTS our factories are audited to check that workers are provided with a safe and clean environment, and are paid a living wage (which means either the national standard or industry benchmark, whichever is higher.)
  • GOTS prohibits the use of chemicals commonly used in textile processing that can cause serious illnesses and bans the use of any pollutants which can destroy eco-systems. This means happier farmers and factory workers, and a happier planet. 
  • As part of the sustainability management criteria, GOTS requires each factory to tell them how much water and energy they use to process the cotton. They also target goals and procedures to help reduce energy and water consumption.
  • Allergenic and toxic chemical residues are not allowed in GOTS certified clothing. This is a big plus, as it means our clothes are kinder to delicate skin, and less likely to trigger nasty allergies.

For more information visit global-standard.org.

Where are Frugi clothes made?

Currently we manufacture our Frugi clothes in various locations within India, Sri Lanka, Turkey, China and Portugal.

Our GOTS and Organic Content Standard 100 certifications awarded to us by the Soil Association mean we adhere to stringent criteria in both our manufacturing and social accountability. Under GOTS our factories are audited to check that workers are provided with a safe and clean environment and are paid a living wage (which means either the national standard or industry benchmark, whichever is higher). 

In addition, we work under our own Frugi code of conduct, visit our factories regularly, and have a Frugi team based in India to ensure the highest standards are met and our workers are looked after.