Orders being delivered within the UK

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

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

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. 

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.

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 info@welovefrugi.com.

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.

Gift Wrap is currently unavailable.

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 info@welovefrugi.com 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.

This is a new security step to help keep your account safe. Just enter the code sent to your email to continue.

First, check to see if the site has sent it to your phone or email. If it’s emailed check your junk or spam folder just in case it’s landed there. If it hasn’t arrived, you can request a new code or contact our customer service team.

Yes - your account is still active, and all your details are safe.

Yes - your saved addresses and account details have all been securely transferred, so everything should be there as usual when you log in. 

Please note - when you login, Shopify may use your Shopify saved address details so make sure to double check when you place your order. 

For some older products with legacy SKUs, images may not display - but all key order details (items, sizes, dates, etc.) are still there.

Sadly, saved baskets and wishlists won’t carry over to our new website, so you may notice these have been cleared. If there were items you had your eye on, you can easily find them again using search or by browsing your favourite categories!

No-all existing orders will be processed and delivered as normal.

For security reasons, you may need to re-enter your payment details at checkout - but all other account information will be there as usual.

Yes - all standard payment methods are still available, plus some faster express options.

The process should feel very familiar, just a bit faster and easier to use.

Yes - all gift cards, vouchers and current offer codes are still valid and can be used as normal at checkout.

No - our sizing hasn’t changed. You’ll still find the same Frugi fit you know and love.

Head to our Size Guide to find the perfect fit!

No - our delivery options and returns process remain the same.

Yes - international shipping is still available as usual.

As with any new website launch, we may still be making small improvements. If something doesn’t look right, please let us know.

Get in touch with our customer service team-we really appreciate feedback while we fine-tune things. You can drop us an email at info@welovefrugi.com or give us a call on 03334009771

Yes - our phone lines are open so we can help with any urgent queries during the transition.

Yes - your data is secure and has been safely transferred as part of the upgrade.

Yes - still the same Frugi, still organic, still made for little adventurers! Just a website glow-up to make shopping easier.