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Shipping & Returns

Thank you for dropping by and shopping at Frozen Couture.

From January 2020 FREE SHIPPING applies on all products.

Following are the details and terms of our Shipping Policy.

Dispatch Times

Please remember that Frozen Couture apparel is made to order, ie. we hold minimal to no stock at any given time.

Therefore please allow 10-14 business days for your item to dispatch from date of purchase.

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.

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.

Damaged & Lost Goods

Frozen Couture is not liable for any products damaged or lost during shipping.

If you receive your order damaged, please contact Australia Post or your country's postal service.

Please save all packaging materials and damaged goods for evidence.

Domestic Shipping (Shipping delivery times within Australia)

Standard Free Shipping is included on all orders, both within Australia & international.

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).

Shipment method

Estimated delivery time

Shipment cost

Australia Post Express Post

10-15 Business days

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.

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unworn.

The item must also be returned with its original packaging.

Gift cards are exempt from being returned.

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

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.

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, Memtone, 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.