CUSTOMER CARE

Please don't hesitate to ask us any questions regarding FRIDA, we will try to help as much as possible. We will get back to you within 24 hours.

Have any questions or concerns? 

We are happy to help!

 

send us an email to:

FJFoundations@outlook.com

Returns

If you are unhappy with your garment, you are welcome to return the products. Delivery prices will be non-refundable.

How long will my product take to arrive?

Our shipping cost is £2.99 and will take approximately 3-5 business days upon postage. Our garments are made to order which means that your piece is unique and hand-made once you have placed your order. This is why we set a 7-day wait for your order to be shipped. We understand that this may be an inconvenience, however we want your pieces to be perfect! 

At the moment, FRIDA ships to the UK only. This will also be specified when placing your order. 

Shipping:
Once your order has been placed, we ask that you give us 7 days before the order can be shipped which will then take 3-5 working days to arrive to your required destination. This is due to the time given to cut, sew and quality check the garments. You have up to three full days from when you placed your order to cancel. However, shipping fee will not be refunded
Returns Process:

If you need to return an item from FRIDA we ask that you do so within two weeks (14) days following delivery of your products. The return conditions detailed below must be met for a refund on the garment. Return shipping is not funded by us.

 Please send the garments to the following address then we can get it sorted for you:

FRIDA
11 Ackerley Close
Cinnamon Brow
Cheshire
Warrington
WA2 0DL

Please include a note with your full name, address and whether you would like a refund or exchange and we will take care of the rest. 

It’s entirely up to you which company you use to return your goods, but we recommend that you ask for a receipt and tracking link so you can follow your package and its whereabouts should it be delayed or lost along the way.

Return Conditions:

Whilst you are deciding whether to keep your items, you do have a legal duty to take care of the items. All products must be returned in a re-saleable condition. This means the product and its packaging, labels and tags are undamaged and unused. We will not accept worn, damaged, altered or used goods. We shall evaluate the condition of the product by considering if your handling goes beyond that which might reasonably be allowed in a shop and the general wear of the product. If we have to contact you regarding your return we will do so by email.

Refunds:

Any refund made will be made on the credit card or debit card used at the time of ordering the products or by paypal. Refunds will usually be processed within five (5) working days of products being received back to us. If the product is faulty or not as described, your legal rights are not affected by the above returns policy. Please state if you consider the products are faulty or not as described on your returns slip.

Privacy Policy:

 

We are committed to protecting your privacy.  When you make an online order, we need to know your name, email address, credit card billing address, delivery address, credit or debit card number and associated details.  This allows us to process and fulfil your orders and to notify you about your order status. You have trusted us by giving us these details and we promise not to use these details for any other reason other than processing your order or informing you about the products and services.  

Order Queries:

Can I amend my order? If you wish to amend your order we allow this as long as you get in touch within 24 hours of placing your order. Send an email with your order number and the product purchased and the product you wish to swap. Unfortunately, we only allow this with the same products. You can amend your order if you wish to change the size or colour. If you fail to get in contact within 24 hours then amends to your order cannot be made.

A product is missing from my order. We may have sent separate parcels so please check your delivery notifications. If you still have an item missing after checking your packing note, please contact us via our email.

Can I send items as a gift? You can send a parcel to someone by using their delivery address in the shipping. However, we do not offer gift-wrapping for the time being.

I have received a faulty item. Please get in touch with us and we will sort this out as soon as possible. We will ask you to return the product to us before we issue a replacement.