If you are not satisfied with your purchase, you may return items within 21 days of original purchase. To qualify for a merchandise refund, items must be returned in original, unused condition, in original packaging and tags attached. Returns will be processed within 7-10 days of receipt. You will be notified via email once your refund has been approved in our system.
We want you to be happy with your purchase but if the products are faulty, wrongly described or different from a sample shown, we apologise! We will meet our legal obligations in relation to the faulty product and offer a full refund.
CHANGE OF MIND RETURNS
Unhappy with what you have purchased and want something else? That’s okay! If you change your mind about the products you purchased from us online or in-store, we will refund the purchase price, or exchange those products, subject to the following conditions:
1. Products purchased from the Frogleys Offshore online store, including sale items can be returned at any time by the customer with proof of purchase;
2. The returned items must not be charity items, seconds or samples
3. All items will be returned to the original forms of payment
4. Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached)
5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return; and
6. Items purchased online can only be returned via mail to the Frogleys Offshore warehouse with proof of purchase. In the case of online purchases, refunds or exchanges will not include the cost of shipping, except as provided below.
Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.
1. Send a copy of your invoice or order confirmation back with the unwanted goods.
2. Highlight or circle the items you would like to return.
3. Pack all items with your invoice in a carton/satchel or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a carton/satchel as we are not able to accept them if damaged.
4. Attend your local Post Office and send to the returns address:
PO Box 5177
Ballina NSW 2478
Note: For security and peace of mind, we strongly suggest using the insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
5. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
6. Unfortunately, we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting tracked post. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.
* REFUNDS AND RETURNS ARE NOT AVAILABLE ON FREE PROMOTIONAL ITEMS.
We're currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing merchandise for a full refund to our online warehouse using the process above.
All items returned for refund must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Note: Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the Returns Address as per this process. If you have any questions, please contact the customer service team for assistance.
We don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.