Easy Peasy Returns!
Here on Planet Frugi we want you to be as happy as Larry when you receive your order, but we know that you may wish to send something back.
How It Works
If you purchased a Frugi item through one of our independent retailers, they should be your first port of call if you wish to return something.
If you wish to return or exchange items for any reason other than an error you have made in your order (for which see our terms and conditions), please return the item(s) to us within 120 days of receipt, unworn and with labels still intact and attached*.
Please detail your name, order number, a contact email address and whether you wish to return or exchange the item(s). Please note that we can only exchange an item for a different size of the same item. We are unable to exchange a returned item for a different product.
*Please note personalised products are non-returnable. However if the product is deemed faulty (see the faulty terms below) or we have made a mistake with the personalisation, we will ensure that this is resolved.
If you wish to exchange the item(s) please clearly state the size you wish to exchange it for. We will then process the exchange if we have the requested size in stock. If we don’t have the size requested in stock, we will contact you to advise you of this and organise for a refund by the method you originally paid*.
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 30 days of the item being received.
*Please not personalised products are non-returnable.
You can return a faulty item up to a year after you have received it. Please clearly state that the item you are returning is faulty and why it is faulty. Please detail your name, the order number or Frugi account number and a contact email address. Once we have received the returned item our garment technicians will assess it and confirm whether or not it is deemed as faulty.
If it is deemed by our garment technicians to be faulty we will organise a full refund to you by the method you originally paid. If, however, they do not deem the item to be faulty, we will contact you by email to let you know and organise to return the item to you.
We will refund you the postage costs you incur in returning any items that are deemed to be faulty by our garment technicians. Alternatively, you have the option of contacting our Customer Service team to get a Free Post address in order to return faulty items. You can call them on +44 (0)1326 572828 or email them at firstname.lastname@example.org
When returning an item to us, please send it to: Frugi, Wheal Vrose Business Park, Helston, Cornwall, TR13 0FG.
We recommend that you get a free Certificate of Posting from the Post Office when you send items back to us. However, proof of sending is not proof of receipt by us.