RETURNS & REFUNDS
The request for a return must be made within 14 working days of receiving an order or when the first attempt at delivery has been made. Authorised returns must be received within 14 days to remain valid for a refund.
To be eligible for a return, the item must be unworn and in the same condition you received it; only unworn items in their original box and packaging may be returned. Items that do not meet these criteria, the time limit, or are non-returnable, will be denied.
Buyers are responsible for return postage costs and are advised to return items via a trackable service; lost returns cannot be refunded.
NON-RETURNABLE ITEMS
- Sale or promotional items
- Altered or customised items
- Pierced jewellery such as earrings
HOW TO RETURN AN ITEM
To request a return you must contact the shop before attempting to return an order. Any items returned without contacting the shop first may be exempt from receiving a refund.. Once you have received a confirmation email from the shop, please return your order to:
Frilly Industries
1st & 2nd Floors, 89 Spencer Street,
Jewellery Quarter
Birmingham
B18 6DE
RECEIVING A REFUND
Once your return has been received and inspected, an email will be sent to inform you of whether a refund has been approved or rejected. If approved, credit will be applied to your original method of payment within 14 working days.
RECEIVING AN EXCHANGE
If you requested an exchange item of the same value, your new order will be dispatched as soon as your return has been received, inspected, and postage costs paid. If the exchange item is of a higher value, you will be expected to pay the difference before the new item is dispatched; you will receive instructions on how to do this via email.
FAULTY ITEMS
If you suspect your order is faulty, please contact the shop immediately to report the fault and follow the returns information provided. All suspected faulty items must be returned for inspection within 7 days of reporting the fault. If the fault is agreed, we will provide a replacement for the returned goods. We reserve the right to refuse refund on any product.
All of our items are wrapped with the utmost care, bubble wrap and attention to give the product inside maximum protection so we cannot be viable for any damage to the product in transit. However, we review each case individually and you may be eligible for a replacement should your items not reach you in perfect condition.
Undelivered items
All parcels returned to us (from either not being collected, incorrect delivery address or any other valid reason) can be re-sent to you. This will require an additional payment to cover the cost of repeat delivery.
LOST ORDERS
All UK orders are traceable via tracking codes making lost items extremely rare. If you feel your item may be lost, please check with your local sorting office and neighbours with whom the parcel may have been left, otherwise email for more information. International customers are urged to purchase tracked & signed shipping, as standard orders are not insured for loss, as such untrackable shipping methods are chosen at your own risk.