Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. You must initiate the return process within 30 days of receiving your order. Items that are marked as final sale or clearance are not eligible for return. If you have any questions about whether your item is eligible, please contact us.
How to Request a Return
To request a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond with instructions on how to proceed with the return. Please do not send your item back without first contacting us, as this may delay the process.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, and you may not receive a refund if we do not receive it.
Processing Time for Returns
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct item in a timely manner. Make sure to follow the return process outlined above to ensure a smooth transaction.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected]. Include your order number and photos of the damage or defect. We will assess the situation and may offer a replacement or refund based on our evaluation. It is important to report any issues within 7 days of receiving your order to ensure a timely resolution.
Contact Information
If you have any questions or concerns regarding our return and refund policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with Frosted Filaments is satisfactory. Your feedback is important to us, and we strive to address any issues promptly.