Returns & Refunds
At Frock You Up, we strive to provide you with the perfect shopping experience. However, we understand that sometimes an item may not meet your expectations. Our returns and refunds policy is designed to ensure a smooth and hassle-free process.
Eligibility for Returns
To be eligible for a return, please ensure that items are returned within 5 days of delivery, are unused, unworn, and in the same condition as received, with all tags still attached and in their original packaging.
Non-Returnable Items
The following items are non-returnable:
Final sale items (please check sizes, images, and descriptions before purchasing) and custom products (special orders or personalised items).
Final sale items (please check sizes, images, and descriptions before purchasing) and custom products (special orders or personalised items).
Initiating a Return
To initiate a return, contact Louise via WhatsApp (072 523 5830) or email (frock.u.up@gmail.com). Provide your order number, a brief explanation of the return, and whether you’d like a refund or exchange. Items sent back to us without first requesting a return will not be accepted.
Return Shipping
Customers are responsible for return courier costs unless the item was faulty or damaged upon receipt. We recommend using a trackable courier service, such as Postnet, and purchasing courier insurance. We are not responsible for lost or damaged returns.
Refunds
Once your return is received and inspected, we will notify you via email or WhatsApp of the status of your refund. If approved, a refund will be processed within 5 days to your original method of payment. Original shipping costs are non-refundable.
Exchanges
We offer exchanges for different sizes or colors of the same item, subject to availability. To exchange an item, follow the return process above and indicate that you’d like an exchange.
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately with photos of the damage or defect. We will arrange for a replacement or full refund.
Sale Items
Sale or discounted items are eligible for exchange or store credit only, unless otherwise stated.
International Returns
International customers are responsible for return shipping costs, duties, and taxes. Please confirm return address and customs requirements before shipping.
Important Notes
Returns that do not meet our policy criteria will be rejected and returned to the customer. We reserve the right to refuse returns in cases of abuse of our return policy.
Thank you for shopping with Frock You Up. We appreciate your understanding and cooperation.