Refund policy

REFUND/RETURNS POLICY
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Exchange Due To Change Of Mind
Unfortunately we do not offer refunds due to change of mind.
However, 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 @ info@frostyou.com.au
However, In the case that you do not love your FrostYou product, we are happy to exchange your order subject to the following exchange guidelines:
**Please note a $25 postage and handling fee will have to be payed when exchanging an item**

• 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

You are only applicable to request a refund 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.

When shipping your item back to us for inspection or exchange, you must fill out the ‘Returns form’ provided and slip it into the returns bag with the garment you are returning for an exchange due to change of mind, or refund if item is faulty.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund due to faulty item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@frostyou.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable)
We will exchange your item due to change of mind. If you need to exchange it for the same item, send us an email at info@frostyou.com.au.

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.

Return Address –
865 High Street
Thornbury, VIC 3071
Australia

For any customer service inquiries, email - info@frostyou.com.au