Refund policy

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.

US 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.

HOW DO I RETURN AN ITEM?

To start your return, please visit our Returns Centre.

  • Enter your order number and the email address used to place your order.
  • Follow the instructions and select the item(s) you would like to return.
  • Once your return request has been approved, you’ll receive a confirmation email with instructions on how to send your item(s) back to us.

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).

Please note that returns are typically processed within 3 working days of being received at our warehouse. Once your refund has been issued, please allow up to 7 working days for your bank to process the payment. Refunds can only be made to the original payment method used for the purchase.

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 send your items back using the shipping instructions provided in your return confirmation email. Return postage is at your own expense.

HYGIENE PRODUCTS

For hygiene and safety reasons, some items, including underwear, briefs, socks and swimwear, can only be returned if they are unused, unworn and in their original condition.

Please do not try on underwear, briefs or socks if you may wish to return them. Where an item has a hygiene seal, protective strip or original packaging, this must also remain intact.

We reserve the right to refuse a return if there is evidence that a hygiene product has been tried on, worn, used, or is otherwise not in a suitable condition for resale.

FAULTY RETURNS

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 info@welovefrugi.com with photos of the faults attached and any other information regarding your issue.

They’ll provide you with further instructions on how to send the item back to us. 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.

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.