FRUGI FAQ

Here's some helpful information about all things Frugi! If none of the below answer your query, please check our help centre as you may find what you’re looking for there. If not, our Customer Service Team can be contacted on the details below, monday to friday 9am - 5pm:

   +44 (0)1326 572828

   [email protected]


THE WEBSITE IS TELLING ME MY PASSWORD IS WRONG

If you had created an account on our website before the 12th January 2022 and this is the first time you have tried to log in since, please follow the “Forgot Your Password?” link on the Sign In page or in the checkout.

We’ve recently had a big website upgrade which requires existing users to create new passwords. Apologies for any inconvenience. We hope you agree our new site is worth it ???

If you hadn’t created an account before the 12th January but are also having problems logging in, please also follow the “Forgot Your Password?” link as it will probably help you too!

More info can be found in our help center here


WHERE IS MY ORDER?

Orders being delivered within the UK

For orders placed before the 12th January 2022, our UK 1st and 2nd class delivery options aren’t guaranteed for a particular delivery window. Most are delivered within the estimates given on our delivery page, however, sometimes parcels take a little longer (especially at peak times such as Christmas). These parcels were sent untracked, so it is not possible to track them but usually any missing parcels have been left in a safe place, are at the Post Office or with a neighbour. It’s more common for the little red card to not be left than for the actual parcel to be lost (it’s rare for a parcel to not arrive at all). Please check these before contacting us as it will be the first thing we will ask you to do. If your parcel has taken more than 10 working days to be delivered after you’ve received the despatch email and you’ve checked the above and had no luck, please get in touch with our Customer Service Team. 

For orders placed after the 12th January 2022 you will receive an email from Royal Mail with a link to the tracking for your order. 

Our UK UPS deliveries are tracked and are usually delivered the working day after you receive your despatch email. UPS collects from us early in the afternoon, so if you receive your despatch email in the afternoon please be aware your parcel will probably actually be collected from us the following working day and delivered the working day following that. You should receive the tracking details via email from UPS but if you have any queries please do contact us. 

 

Parcels being delivered outside of the UK

All our international parcels are sent tracked but there is a difference in the way the tracking updates. When your order is shipped you will receive an email with a link to the tracking. You can also follow this link, you’ll need your order number (beginning ‘GE’) and the email address you used to place the order. 

 
If you have chosen a standard delivery option then your order will be sent airmail. Airmail tracking doesn’t update as frequently as courier. Your order will seem to stop at key points (like international borders, large depots) for a while but this is normal and after a few days you can expect to see movement again. If your parcel hasn’t been delivered 10-14 working days after the estimate window, please get in touch. This allows for any customs inspections and possible postal delays. 
If you have chosen the express option your parcel will be delivered by DHL and the tracking will update much more frequently. If there’s no tracking update for more than 5 business days, please contact us. 

 


WHAT ARE THE OPTIONS FOR DELIVERY AND HOW MUCH DO THEY COST?

Head to our Delivery Page for the options and prices.
The best place to see what options are available for our international customers is in the checkout as this is constantly updated based on what’s available at the time. The details provided on the delivery page are estimates and intended as a guide only.


CAN I ADD TO / CHANGE MY ORDER?

Orders being delivered within the UK

If you have made an error with your order, please contact customer services as soon as you are able and we will try to help. We cannot guarantee that we will be able to cancel items from your order, if it has already been despatched there is nothing we can do. If you would like a different item, you will need to place a separate order, we can’t add anything to your order once it has been placed. For assistance, please e-mail [email protected] or call 01326 572828 between 9am and 5pm Monday to Friday.

 

Parcels being delivered outside of the UK

It is not possible to change, cancel or add items to any orders destined for delivery to a non-UK address. If you haven’t received the email to say your order has been shipped we may be able to cancel your order before it leaves our warehouse. Please contact us as quickly as possible and we’ll do our best to help.

If you need the delivery address changed, please contact us as quickly as possible and before you receive the notification email to say the order has been shipped. If the country of delivery is still the same and we catch it in time this is something we should be able to help with.


WHAT OPTIONS DOES FRUGI OFFER FOR GIFT ORDERS?

Gift Wrap is currently unavailable.


RETURNS & FAULTY ITEMS

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. We are not able to offer free returns currently. 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 we will contact you to organise a refund by the original payment method.

For any items that may be faulty, please email [email protected] with photos of the faults attached, your order number and any other information regarding your issue. Our customer service team will be able to resolve this for you.

Take a look at our returns page for full details.