FRUGI FAQ

Here's some helpful information about all things Frugi! If none of the below answer your query, please check our help centre as you may find what you’re looking for there. If not, our Customer Service Team can be contacted on the details below:

Email - [email protected]

THE WEBSITE IS TELLING ME MY PASSWORD IS WRONG

If you had created an account on our website before the 29th November 2022 you will need to create a new account. We cannot provide access to order history before this date, if you have any queries on orders prior to the 29th please contact our customer services department here

If your account was created after the 29th November and you are having problems logging in, please follow the “Forgot Your Password?” link on the login page. If this does not work please contact our customer services department.

WHERE IS MY ORDER

Orders being delivered within the UK

For orders dispatched prior to the 25th of November 2022.

The speed of delivery depends on the postage you have selected and the destination. Where possible, your order will be dispatched from our warehouse within 48 working hours of placing an order, in fact the vast majority of orders are dispatched within 24 working hours.

Parcels being delivered outside of the UK

For orders dispatched prior to the 25th of November 2022.

All our international parcels are sent tracked but there is a difference in the way the tracking updates. When your order is shipped you will receive an email with a link to the tracking. You can also follow this link, you’ll need your order number (beginning ‘GE’) and the email address you used to place the order.

If you have chosen a standard delivery option then your order will be sent airmail. Airmail tracking doesn’t update as frequently as courier. Your order will seem to stop at key points (like international borders, large depots) for a while but this is normal and after a few days you can expect to see movement again. If your parcel hasn’t been delivered 10-14 working days after the estimate window, please get in touch. This allows for any customs inspections and possible postal delays.

If you have chosen the express option your parcel will be delivered by DHL and the tracking will update much more frequently. If there’s no tracking update for more than 5 business days, please contact us. 

WHAT ARE THE OPTIONS FOR DELIVERY? AND HOW MUCH DO THEY COST?

Head to our Delivery Page for the options and prices.
The best place to see what options are available for our international customers is in the checkout as this is constantly updated based on what’s available at the time. The details provided on the delivery page are estimates and intended as a guide only.

CAN I ADD TOO / CHANGE MY ORDER

Orders being delivered within the UK

If you have made an error with your order, please contact customer services as soon as you are able and we will try to help. We cannot guarantee that we will be able to cancel items from your order, if it has already been despatched there is nothing we can do. If you would like a different item, you will need to place a separate order, we can’t add anything to your order once it has been placed. For assistance, please e-mail [email protected].

Parcels being delivered outside of the UK

It is not possible to change, cancel or add items to any orders destined for delivery to a non-UK address. If you haven’t received the email to say your order has been shipped we may be able to cancel your order before it leaves our warehouse. Please contact us as quickly as possible and we’ll do our best to help.

If you need the delivery address changed, please contact us as quickly as possible and before you receive the notification email to say the order has been shipped. If the country of delivery is still the same and we catch it in time this is something we should be able to help with.

WHAT OPTIONS DOES FRUGI OFFER FOR GIFT ORDERS?

Gift Wrap is currently unavailable.

RETURNS & FAULTY ITEMS

If you wish to return something, please return it to us within 30 days of receipt for full price items and 14 days of receipt for sale items. Please return items in the same condition that you received them: unworn, unwashed and with labels still intact. We are not able to offer free returns currently. 

For any items that may be faulty, please email [email protected] with photos of the faults attached, your order number and any other information regarding your issue. Our customer service team will be able to resolve this for you.

Take a look at our returns page for full details.