Dispatch Times
Please remember that Frozen Couture apparel is made to order, ie. we hold minimal to no stock at any given time.
At present we are very busy with minimal staff due to lockdowns and restrictions in our country.
The usual 10-14 business days for your item to dispatch from date of purchase is now 2-3 weeks. We are making all items and sizes in 10 piece lots but the crash gear is selling faster then we can make it. Please be patient during this very busy time.
Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days.
Please allow additional days in transit for delivery.
If there will be a significant delay in shipment of your order, we will contact you via email.
Dispatch Days
Orders will be shipped on Wednesdays and Fridays with Auspost and daily for DHL Express shipping.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your number(s).
The tracking number will be active within 24 hours. Once the item has been shipped it is up to the customer to keep an eye on the tracking. Please contact Auspost to start an inquiry if your parcel hasn't arrived within 30 days of us sending.
Damaged / Lost Goods / Stolen Goods
Frozen Couture is not liable for any products damaged or lost during shipping.
If you receive your order damaged, please contact Auspost or your country's postal service.
Please save all packaging materials and damaged goods for evidence.
If your parcel has been marked as delivered and you didn't receive it, please contact the carrier first and then the police as it is illegal to steal a parcel and is a criminal offense.
Domestic Shipping (Shipping delivery times within Australia)
Standard Free Shipping is included on all orders within Australia.
$5 Shipping fee will incur on international orders.
Note standard shipping times are 10-12 business days.
Express Post delivery time is 4-5 business days and calculated by weight.
Delivery delays may occur due to postal service provider and other reasons outside of Frozen Couture’s control.
International Shipping (Shipping delivery times outside of Australia)
Frozen Couture is not responsible for any customs and taxes applied to your order.
All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc).
Due to Covid restrictions is our country all Australia Post parcels wait at the international airport for a min of 3 weeks before they are dispatched. This is because of the lack of craft coming in and out of the country.
We recommend DHL Express if the item is urgently needed.
|
Shipment method |
Estimated delivery time |
Shipment cost |
|
Australia Post Express Post Standard Shipping DHL EXPRESS |
2-3 weeks 4-8 Weeks 5-7 Days |
Calculated by weight Calculated by weight Calculated by weight |
Delivery delays may occur due to postal service provider & other reasons outside of Frozen Couture’s control. Returns Policy
Our Return Policy provides detailed information about options and procedures for returning your order.
Our policy lasts 30 days after delivery.
If 30 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unworn and tags remained on the garment.
The item must also be returned with its original packaging.
Gift cards are exempt from being returned.
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
Refunds (if applicable)
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.
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 14 (fourteen) days.
Change of mind returns
we do not accept change of mind returns. A product can only be returned where the product is faulty or does not meet the products requirements.
If a product fails to meet consumers guarantee, You have the right to ask for a repair, replacement or refund under the Australian Consumer Law.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, firstly check your bank account again.
Then contact your credit card company, as 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@frozencouture.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (where applicable)
Frozen Couture only replace items if they are defective or damaged.
If you need to exchange it for the same item, send us an email at info@frozencouture.com >
and send your item to: 40 Balcombe Road, Mentone VIC, 3194, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should mail your product to:
40 Balcombe Road, Mentone, VIC, 3194, AUSTRALIA.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
Custom Duties, VAT on Imports
When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country.
These charges are typically due once the package arrives in the destination country.
Sellers are responsible with ensuring to comply with laws and regulations of the country of destination.
Generally, the buyer is responsible for paying customs duties on receipt of the package.
Certain countries may require certain documentation before the items are sent.
If the necessary information is not provided, this may result in delays in the order.
Frozen Couture is not responsible for the collection or determination of any custom duties or import VAT costs.
Goods arriving into EU from non-EU Country
When delivering goods from a non-EU country into an EU country, customs fees and import VAT may apply on these goods.
The amount of customs duty and import VAT to be paid will be assessed at the point of entry of the destination country.
This may result in the buyer having to pay additional charges which are not included in the total price displayed at checkout.
Generally, VAT isn’t due when the total value of all goods in a consignment (value not inclusive of custom duties or transport costs) is less than the destination country threshold.
The threshold may vary from €10 EUR to €22 EUR, depending on the EU country.
For import VAT, the rate that is assessed is the rate set by the country that the package is delivered to.
Customs duty does not typically apply on goods where the value doesn’t exceed €150 EUR.
Goods arriving into the US
When goods are dispatched into the US, the buyer (“Importer”) is responsible for any fees/taxes/duty that may accrue on the merchandise when it clears Customs and Border Protection (“CBP”).
If any duty is owed, CBP will charge a processing fee for clearing the package. Duty and the processing fee are due at the local post office of the Buyer, where the package has been forwarded.
Rest of the world
Other countries may also apply customs duty and/or import VAT on goods purchased from another country.
The amount of customs duty and import VAT to be paid will be assessed at the point of entry of the destination country.
This may result in the buyer having to pay additional charges which are not included in the total price displayed at checkout.
As the threshold for the application of such charges may vary from country to country, please contact your local customs/ tax office for further information.
Alternatively, you should check with your local tax advisor for more information.
Again, Frozen Couture is not responsible for the collection or determination of any custom duties or import VAT costs.
Learn more on country-specific tax authorities websites:
- Canada
- Japan
- India
- Norway
- Russia
- South Africa
- South Korea
- Switzerland
- United Arab Emirates
- Belarus
- Taiwan
- Turkey
- Iceland
- Serbia
Finding custom forms
You can obtain customs declaration forms from your mail provider.
Most of the time, these are available online.