Returns & Exchange

RETURNS

• A Return should be initiated within 7 days of receipt of your order.
• Items that are Eligible for Returns will include a Returns Form with the Merchandise Return Authorisation Number (MRA) pre-filled. 
• Complete the rest of the form.
• Post item/s enclosed with the completed Returns Form via Express Post at your local post office. Please be sure to note your tracking number. You have 7 days in which to get your item to us.
• If you have any questions about your order/return, please contact us via email at customerservice@frockaholics.com.au
  

We recommend using our reusable mailer bags for returns. Find more information about reusable mailer bags HERE.

REFUND 

All items that are correctly returned in accordance with our Returns Policy will be credited to the purchaser's original method of payment or issued a store credit where applicable, with the exception of:

• Orders returned beyond the returned period of 7 days.
• Orders returned without a Returns Form.
  
• Layby items, which cannot be returned.
• Special Event Offers, which will only be accepted back for a store credit or exchange for a different size (at Frockaholics' Discretion).
• Earrings, which cannot be returned for hygienic reasons.
• Final Sale items and Sale on Sale items cannot be returned. 

If you have any questions about your order/return, please contact us via email at customerservice@frockaholics.com.au

Please allow up to 10 business days for refunds to appear on your credit card statements.

The Returns Shipping Costs incurred by the purchaser will not be refunded except when a product is faulty.

Please note Goods and Services Tax will be refunded to Australian purchasers however FROCKAHOLICS is not responsible for the refund of duties or taxes levied by your country incurred as a result of purchasing a FROCKAHOLICS product.  You may be able to recover these costs by directly contacting your local Customs government department.  

SALE ITEMS

Please note: We do not offer exchanges, refunds or credit notes on any SALE items DISCOUNTED over 40% or more off its original price.

SPECIAL EVENT OFFERS (including discount codes): We do not offer refunds, you are however, able to exchange sizes or we will issue you with a credit note for the value of your purchase upon receiving your return (at FROCKAHOLICS discretion, please email customerservice@frockaholics.com.au).

Items purchased on a SALE ON SALE promotion cannot be returned unless faulty.

LATE RETURNS

A return will be considered a late return if your return has been dispatched after more than 7 days from receipt of your item.  Late returns will be accepted at the discretion of FROCKAHOLICS, and only for a store credit. If an item has been returned beyond the acceptable returns period, we may return the item to the sender.

An extended timeline is allowed for International orders, but the Return must be initiated within 7 days of receipt and sent via an international express post service.

EXCHANGES

Exchanges will only be made for a different size of the same item you are returning. Please email customerservice@frockaholics.com.au if you wish to exchange your purchase for a different size. If this is available, customer service will put this item aside for you. Once your return is received, the exchange will be dispatched. 

If you desire a different product, we recommend you return your eligible-to-return purchase for a store credit and then make a separate purchase for the new item. 

FINAL SALE

Any items marked FINAL SALE are unable to be returned to FROCKAHOLICS for refunds/ exchange or credit. FINAL SALE is an item marked at 40% off or more. All SPECIAL OFFERS that further discount sale items by more than 40% off their original price are considered as Final Sale.

GIFT RETURNS

If you have received a Frockaholics item as a gift, you may return it and receive a credit to your FROCKAHOLICS account. You must be a registered member and the store credit will be valid for three months. You may be required to pay for any additional product cost, shipping or taxes.

CREDIT NOTES

Credit notes are valid for three months after issue. We reserve the right to deem any outstanding credit values null and void after the expiration date. Items purchased with store credit are deemed as Final Sale. Credit Notes are not valid for existing pre-orders.

PRE-ORDERS

Items on Pre-Order need to be purchased as normal and will be delivered when they arrive from the manufacturer. 

We do not guarantee delivery dates for pre-ordered items. The delivery time stated on our website is only a suggestion and provided to us by the designers. We do not refund for late delivery.

FAULTY PRODUCTS

Items that are considered faulty are those that are received in a damaged condition.  Normal wear and tear to a product is not a sign that the item is faulty. If you have received an item which can be deemed faulty, please email your query to customerservice@frockaholics.com.au with images of the fault for our reference.

OTHER IMPORTANT INFORMATION

• Eligible returns must be dispatched to Frockaholics within 7 days of receipt of your order
• Your items must be returned new and unused with all tags attached (including the Frockaholics Returns Tag) and in their original condition. If your item shows any evidence of wear (includes, but is not limited to, strong perfume, pulls, tears, stains, bent or removed product tags) it will be returned to you and your refund voided.
• Items must be returned in their original packaging.  Shoes or boxed items will not be accepted for return without their original boxes intact and in original condition.  These boxes are considered part of the product.
• Please try on shoes on a carpeted surface prior to wear to ensure no damage occurs to the soles. Shoes showing signs of wear on the sole, or with a missing or damaged box, will not be accepted for return.
• FROCKAHOLICS does not accept any liability for returns damaged or lost in transit