Refund policy

Returns and Exchanges Policy

1. Eligibility for Returns:

  •   Items must be returned within 5 days of delivery. 

  •   To be eligible for a return, items must be unused, unworn, and in the same condition as received, with all tags still attached and in their original packaging.

Final sale items are non-returnable , please ensure you check sizes, images and descriptions before purchasing sale items.

We regret that custom products such as special orders or personalised items are non-returnable.

2. How to Initiate a Return:

 •   To initiate a return, please contact Louise on 0725235830 via WhatsApp (quickest response) or email us at  frock.u.up@gmail.com.

  •   Include 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 .

3. Return Shipping:

  •   Customers are responsible for return courier costs unless the item was faulty or damaged upon receipt.

Please inspect your order and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  •   We recommend using a trackable courier service such as Postnet or purchasing  courier insurance. We are not responsible for lost or damaged returns .

4. 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 and applied to your original method of payment within 5 days .

  •   Please note, original shipping costs are non-refundable.

5. Exchanges:

  •   We offer exchanges for different sizes or colors of the same item, subject to availability.

  •   To exchange an item, please follow the return process above and indicate that you’d like an exchange.

  •   If the requested item is unavailable, we will process a refund instead.

6. Damaged or Defective Items:

  •   If you receive a damaged or defective item, please contact us immediately with photos of the damage or defect, and we will arrange for a replacement or full refund.

7. Sale Items:

  •   We do not offer returns on sale items.

8. International Returns:

  •   International customers are responsible for any return shipping costs, duties, and taxes that may apply.

  •   We recommend confirming the return address and customs requirements before shipping.

9. Important Notes:

  •   Returns that do not meet our policy criteria (e.g., worn, damaged, or missing tags) will be rejected and returned to the customer.

  •   We reserve the right to refuse returns in cases of abuse of our return policy.