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 click here for:
UK RETURNS
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).
To make sure everything gets back to us safely and promptly, you cover postage costs to return an item. We recommend you keep proof of postage when you send your item(s) back to us.
When you request 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 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.
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’.
INTERNATIONAL RETURNS
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 your order was placed before the 25th of April please post the items back to us via your local postal carrier, this is at your own expense.
If your order was placed on or after the 25th of April 2023 please use our returns portal here - Frugi Returns Portal
An indicative returns cost list using the portal is below:
| Country | Returns Cost |
| EU | 5 Euros |
| Switzerland | 5 CHF |
| United States | $10 |
| Canada | CA$15 |
| Australia | AU$15 |
| ROW | Please see rate in our returns portal |
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.
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’.
