Returns

...a helpful guide to Frugi's return policy!


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. That’s why we offer a ‘no quibbles’ returns guarantee*.

  • UK & Northern Ireland Returns Policy

    As always, we work really hard to process your orders as quickly as Frugily possible. Providing all your items are in stock, the below delivery options and estimated timings will help you to decide the perfect service when placing your order.A

    Download a returns form and label here.

    Refunds

    If you wish to return or exchange 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 and exchanges policy is in place to protect your rights as a consumer, and ours as a family-run business.

    Exchanges

    If your little one has gone through a sudden growth spurt and you need a different size, simply state which size you wish to exchange the item for. We’ll then process the exchange if we have the requested size in stock. If we don’t have it in stock (and believe us our warehouse fairies will have looked high and low) we will contact you to organise a refund by the original payment method.

    Please note: 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. We are also unable to exchange personalised products.

    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 line and let them know about the problem. You can call them on +44 (0)1326 572828 or email them at info@welovefrugi.com.

    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.

    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, Wheal Vrose Business Park, Helston, Cornwall TR13 0FG, UK (Don’t forget to download your returns form and address label here).

    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)1326 572828 or email them at info@welovefrugi.com.

    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.

    *Please note personalised products are non-returnable. However, if there is a problem with a product please see point 13 in our Terms and Conditions: ‘If there is a problem with a Product’

    **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’.

     

  • Europe & Rest Of World Returns Policy

    Returns

    If you wish to return something* please return it 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 that you received them: unworn, unwashed and with labels still intact.

    Personalised items are non-returnable**. However, if the product is faulty or if we have made a mistake with the personalisation, please contact our Customer Service Team on +44 1326 572828 or at info@welovefrugi.com and we will of course ensure this is resolved for you.

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

    Returning an item

    We have a lovely new returns portal to make returns even easier for our international customers. All you need to do is:

    1. For orders placed after 16/10/2018 you can log in to our returns portal here and enter your order number and email address
    2. Select the items you want to return from the list and let us know the reason using the drop-down boxes.
    3. Choose whether you’d like to use our prepaid fixed rate returns service or your own shipping method. If you select our prepaid fixed rate service, please note that the cost of the return shipping will be deducted from your refund (unless the item is deemed to be faulty by us).
    4. Print off the return label and send the goods back to us.

    Further instructions are provided in the portal.

    Refunds

    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 longer.

    Exchanges

    Please follow the instructions above for returning an item but in addition, please include a written note with the returned items detailing the exchanges to be made. If we are unable to perform the exchange as requested we will refund the item.

    Please be aware: 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. We are also unable to exchange personalised products.

    Faulty Items

    All our garments go through rigorous quality control testing to make sure they reach you in tip top condition. If you’re unhappy with the quality of an item you can return it up to a year after you’ve received it.

    First things first, drop our lovely Customer Services Team a line and let them know about the problem. You can call them on +44 1326 572828 or email them at info@welovefrugi.com

    Please detail your name, the order number or your Frugi account number and a contact email address.

    Once we receive your item, our Returns department will assess it and confirm whether or not it is deemed to be faulty. If it is deemed to be 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. We will then arrange for the item to be returned to you.

    Please note: If your child has had a moment of creativity with a permanent marker and contributed their own design to a garment, we know it’s 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

    You have two postage options for returning goods to us. You can use our fixed rate returns service or your own preferred courier. Please be aware that we can not be responsible for any parcel losses as a result of you using your own shipping method. For more information and to get your returns label, please log in to our returns portal

    If sending the item by your own shipping method, we will refund the postage costs you incur in returning any items that are deemed to be faulty.. For faulty items, if shipping with our fixed rate service, the cost of the shipping will not be deducted from your refund.

    And finally...

    If you would like to return something purchased from one of our fabulous independent retailers, please contact them directly.

    *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’.

    **Please note personalised products are non-returnable. However, if there is a problem with a product please see point 13 in our Terms and Conditions: ‘If there is a problem with a Product’