Shipping & Return

FrostYou Shipping and Returns Policy

FrostYou ("we" and "us") is the operator of (
("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

Returns or Exchange
Return Due To Change Of Mind
At FrostYou, we want you to love the items you purchase. That’s why we are here every step of the way to help and guide you to a decision that we feel is best for you, especially if you are looking for a formal dress/gown. If you have concerns regarding your size, or body type, or our dresses, please do not hesitate to contact us prior to ordering.
However, In the case that you do not love your FrostYou product, we are happy to exchange or refund your order subject to the following refund/exchange guidelines.

FrostYou must be notified of the reasoning for your return or exchange via email: within 24 hours of receiving your garment.

Once FrostYou agrees to the return/exchange you will receive a returns form, which is to be filled out and enclosed with the returned garment. Returned items will not be accepted without a completed returns form.

Within 72 hours of receiving your garment, return your item and completed returns form to FrostYou via trackable shipping method.

• Item must be in original condition
• All tags and hanging ribbon must be in place
• Item must not have been worn
• Item must not have been washed or altered
• Item must not be marked with anything, including make-up, dirt, or spray/fake tan
• Returns form must be enclosed

Return Address –
Shop 2347 Pt Nepean Rd,
Victoria, Australia, 3941

FrostYou must be notified by email of returned tracking number to
If FrostYou are not notified of a tracking number, we may not be able to issue a refund.

For Returns:
Once FrostYou have received the returned garment it will undergo thorough inspection. If accepted, FrostYou will issue a refund minus Processing/ handling and restocking fee of $25 AUD.

For Exchange:
Once FrostYou have received the returned garment it will undergo thorough inspection. If accepted, FrostYou will send the agreed garment of exchange. You will be liable for the shipping cost of exchanged garment. We truly want you to be happy with your first pick and avoid additional costs, which is why you should not hesitate to email or call us prior to ordering.

You are ensured a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

This policy is applicable to online sales only.
Sales purchased from in store must follow the policy stated on your receipt and in displayed in store.
Please keep your proof of purchase—e.g. your receipt.

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and issue a refund of the unavailable items to you.

Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.

Warranty Returns
FrostYou will happily honour any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.
Customers will be required to pre-pay the return shipping.
Upon return receipt of items for warranty claim, you can expect FrostYou to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)

Delivery Terms
Transit Time Domestically
In general, domestic shipments are in transit for 2 - 10 days.

Transit time Internationally
Generally, orders shipped internationally are in transit for 6 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

Dispatch Time
Orders are usually dispatched within 4 business days of payment of order.
Our warehouse operates on Tuesdays and Thursdays during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

P.O. Box Shipping
FrostYou will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation

Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

Duties & Taxes
Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.

Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

Customer service
For all customer service enquiries, please email us at

Mailing address:

865 High Street,
Thornbury, VIC 3071