Can I return an order if I change my mind?
For eligible online purchases, you may notify us that you wish to cancel from the time you place your order until 14 days after the day you receive it. You then have a further 14 days from notifying us to send the goods back.
Please email contact@frosei.com with a clear statement that you wish to cancel, including your order number where possible. We will provide the return instructions. You may also use our CANCELLATION FORM, although this is optional.
The restrictions for unsealed cosmetic products are explained below.
Can I return an opened or used cosmetic product?
For change-of-mind returns, cosmetic products must be unused with their hygiene seals intact.
Where a cosmetic product is supplied sealed and is unsuitable for return for health or hygiene reasons, we cannot accept a change-of-mind return once that seal has been broken or removed.
Opening the outer delivery box does not itself affect your return rights.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.
How should I prepare my return?
Please pack the goods securely and include all parts and accompanying materials, with the original packaging where possible.
You may inspect eligible products as you reasonably would in a shop, subject to the hygiene-seal restrictions above. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
Please retain proof of postage until your return has been completed.
Who pays for return postage?
For change-of-mind returns, you are responsible for the return postage.
If a product is faulty, damaged, incorrectly supplied or not as described, we will arrange its return or cover reasonable return postage where a return is needed. Please contact us first so we can provide suitable instructions.
What if my order arrives damaged, faulty or incorrect?
Please contact contactfrosei.com with your order number and details of the issue. Photographs of the product and packaging may help us resolve the matter.
We will arrange the remedy you are entitled to under your consumer rights, which may include a refund or replacement.
The change-of-mind deadlines and hygiene-seal restrictions do not limit your rights concerning faulty or incorrectly supplied goods.
When will I receive my refund?
Refunds are made to your original payment method, unless expressly agreed otherwise, without a refund fee.
For change-of-mind returns that you send back yourself, we will issue your refund within 14 days of receiving the goods or receiving evidence that you have sent them back, whichever happens first.
If the goods have not been dispatched, or we have offered to collect them, we will refund you within 14 days of receiving your cancellation notice.
Your bank or payment provider may take additional time to display the refund in your account.
Will my original delivery charge be refunded?
If you cancel your entire order under the change-of-mind arrangements, we will refund the cost of our least expensive standard delivery option.
Any additional amount paid for an upgraded delivery service will not be refunded.
Can I exchange a product?
We do not offer a standard exchange service. If you would prefer a different product, you can return an eligible item and place a new order.
This does not affect your rights to a replacement or other remedy where goods are faulty or incorrectly supplied.
What happens if my parcel is returned as undeliverable?
We will contact you once the parcel has been returned to us.
If redelivery is needed because the address supplied was incorrect or incomplete, an additional delivery charge may apply. Any charge will be confirmed before redelivery is arranged.
You will not be charged to correct a delivery error caused by us or our delivery provider. Any cancellation or refund will be handled in accordance with your applicable rights.