Shipping policy
The practicalities. Everything you need to know about shipping, delivery and returns.
Delivery
We offer complimentary tracked standard shipping on all orders, wherever you're ordering from.
Orders are usually prepared and dispatched within 1–3 working days. If you order before 12pm, we may be able to send it out the same day.
Once dispatched, here's when you can expect your order:
UK
Standard shipping — tracked, approximately 1–3 working days
Complimentary on all orders
Priority shipping — tracked, next working day delivery
£10, or complimentary on orders over £500
USA & Canada
Standard shipping — tracked, approximately 4–7 working days
Complimentary on all orders
Priority shipping — tracked, approximately 1–3 working days
£30, or complimentary on orders over £500
Rest of World
Standard shipping — tracked, approximately 4–7 working days
Complimentary on all orders
Priority shipping — tracked, approximately 1–3 working days
£30, or complimentary on orders over £500
These are estimates rather than guarantees. Customs, courier delays, busy periods and public holidays occasionally have other plans.
You'll see the available delivery options and any charges at checkout, before placing your order.
We work with Royal Mail, DHL, UPS and FedEx. Which one delivers your parcel depends on where it's going and the service you've chosen.
Once your order is on its way, we'll send you a dispatch confirmation with tracking details.
International duties & taxes
Nobody likes an unexpected bill arriving with their parcel.
For international destinations available at checkout, applicable import duties and taxes are collected as part of your order. Your parcel is then sent on a duty-paid basis.
Any applicable charges will be shown before you complete your purchase, so you know what you're paying.
You shouldn't be asked to pay the same duties or import taxes again when your order arrives.
If a courier or customs authority asks for an additional payment relating to charges we've already collected, please contact us before paying where possible. We'll look into it.
Uncollected or undeliverable parcels
Please keep an eye on your tracking information and arrange collection or redelivery if needed.
If your parcel comes back to us because delivery was refused, it wasn't collected, or the delivery details were incorrect, additional shipping costs may apply where permitted by law.
Get in touch and we'll help work out what happens next.
Delays, missing parcels & delivery issues
Occasionally, parcels take longer than expected. Sometimes they take a rather more adventurous route than intended.
If your order is significantly delayed, arrives damaged or appears to be missing, please contact us through our contact form or email info@frolickers.uk.
We'll take it up with the courier and help put things right.
Returning an order
Changed your mind? That's alright.
You have 14 days from the day you receive your order to let us know you'd like to return it.
To arrange a return, please contact us through our contact form or email info@frolickers.uk. Including your order number will help us find everything a little faster.
We'll provide the correct return instructions and address. Please contact us before sending anything back so your parcel ends up in the right place.
Please don't send returns to our registered office. It's for legal correspondence, not parcels.
Once you've notified us of your return, please send the goods back within 14 days.
Where applicable, you have the statutory right to cancel an eligible online order within 14 days of receiving it, without giving a reason or needing our approval. If your order arrives in separate deliveries, the statutory cancellation period generally begins when you receive the final item.
Nothing in this policy affects your statutory rights.
UK returns
If you're returning only part of your order using the return method we provide, return postage is complimentary.
If you're returning your entire order using our prepaid return service, return postage costs £10. We'll deduct this from your refund.
These costs apply to change-of-mind returns. Faulty, damaged or incorrect items are handled separately, as explained below.
International returns
You're welcome to arrange and pay for your own return shipping.
Alternatively, contact us and, where available, we can arrange a return postage label for you. We'll confirm the cost beforehand and deduct it from your refund.
If you're arranging the return yourself, we'd recommend using a tracked service and keeping your proof of postage until everything has been settled.
Condition of returned items
We want you to be able to try your clothes on properly. That's rather important when buying something you haven't met in person.
You're welcome to try your item on as you would in a shop.
Please return it in the same condition it arrived: unworn and unused beyond trying it on, clean and free from marks, fragrance, odours or other signs of wear. Please keep the original tags attached where possible.
If an item has been handled beyond what's reasonably necessary to assess its nature, characteristics or fit, and its value has been reduced as a result, we may make a deduction from your refund where permitted by law.
Damaged, faulty or incorrect items
Please check your order when it arrives.
If something is damaged, faulty, not as described or simply not what you ordered, let us know as soon as possible through our contact form or at info@frolickers.uk.
We'll help put things right and, where appropriate, cover reasonable return postage costs.
Your statutory rights concerning faulty or misdescribed goods are separate from our change-of-mind returns process.
Sale items
Sale and discounted items are still covered by any statutory cancellation and return rights that apply to your purchase.
Refunds
Once your return reaches us, we'll inspect it and let you know when your refund has been processed.
Refunds are made to your original payment method, less any applicable return postage costs outlined above.
If you cancel your entire order under applicable statutory cancellation rights, we'll also refund any standard outbound delivery charge where required by law.
If you chose a more expensive delivery service, any delivery refund will be limited to the cost of our standard delivery option.
Where UK statutory cancellation rights apply, we'll refund you without undue delay and no later than 14 days after receiving the returned goods or evidence that you've sent them back, whichever comes first. Other refunds will be processed within the timeframe required by applicable law.
Your bank or card provider may take a little longer to show the money in your account.
Exchanges
We don't currently offer direct exchanges.
If you're after a different size, colour or item, simply return your original purchase and place a new order.
Currency conversion
If you're paying in a currency different from the one used by your bank or card, your payment provider may apply its own exchange rate or conversion charges.
Exchange rates can fluctuate, so the amount charged or refunded in your local currency may differ slightly.
Those rates and charges are determined by your payment provider and are outside our control.
Contact us
Questions about an order, a delivery or a return?
You can reach us through our contact form or email info@frolickers.uk.
We'll be happy to help.