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14 days hassle free return

Returns Policy

14-days return policy for apparel

All apparel items can be returned within fourteen days from receiving an order and send it back, to be exchanged into a different size or refunded, as long as the products are unused (clean, no odd smells, undamaged). The customer needs to arrange and pay for the return shipping cost. If the product came with a unique bonus code, that code needs to be unused (signified by the respective bonus code card not being scratched open), in order to be eligible for any refund or exchange.

14-days return policy other products

All non-apparel products can be returned within fourteen days from receiving, if the product has not been unpacked, and is in its original state and condition. Included bonus codes must be unused.

How to arrange a return/exchange?

Please contact our Customer Care Centre under care@fragstore.com to arrange your return or exchange. Please inform us of your order number, the item you are returning and the reason for return. We will then provide you with detailed information about the return process.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

I received an incorrect or damaged item.

If you suspect that your item is faulty, incorrect or damaged, please contact our Customer Care Team (care@fragstore.com) within 14 days of order received and we will be happy assist you. Please provide details of the fault and where possible attach pictures to your message.

Goods damaged during delivery.

If your item arrives damaged, you are required to contact us immediately with details of the damage. You must retain the envelope and any packaging for a claim to be made to the courier for damaging your item in transit. Without all packaging material, you will not be entitled to a damaged goods exchange. Damaged goods must be reported within 14 days from the date of delivery.

I received mixed goods.

If you have been sent the wrong item, please contact us as soon as possible to arrange for the unit to be exchanged prior to your returning the item. We will also refund in money, credit note, or in goods (at our discretion) the cost of shipping. Mixed goods must be reported within 14 days from the date of delivery.

Will you refund my postage cost to return an item?

We are happy to refund postage costs to return an item where the return is required due to our error. For instance, if we sent you the wrong item, if the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

When will I receive my money back?

We will arrange a refund within 14 days from receipt of your cancellation, but can delay refunding you if we have not received the goods or evidence that you have returned (for example tracking number). Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment

Exceptions to the right to cancel

Gift cards are non-returnable items. The revocation of this contract is not possible.