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:
INTERNATIONAL RETURNS
If you wish to return something** please return the item to us within 30 days of receipt for full-price items and 14 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).
Your refund will be issued to your original payment method for the returned products. 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.
Our returns policy is in place to protect your rights as a consumer, and ours as a family-run business.
Please note: We do not issue exchanges, only refunds.
Please post the items back to us via your local postal carrier, this is at your own expense. Alternatively, you can use the returns portal.
For any orders placed before 27/08/25 please use the returns portal here.
For orders placed on or after 27/08/25 please use our new returns portal: https://frugi.ocsreturns.co.uk/
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’.
