Refund policy
/* ── BREAK OUT OF SHOPIFY DWELL THEME CONTAINER ── */ .shopify-section, .page-width, .container, article.page, .page__content, [class*="page-content"], [class*="rte"] { max-width: 100% !important; width: 100% !important; padding-left: 0 !important; padding-right: 0 !important; margin-left: 0 !important; margin-right: 0 !important; } *, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; } :root { --pink: #d4a0a0; --pink-dark: #c08888; --pink-mid: #ddb8b8; --pink-soft: #ecd4d4; --pink-pale: #fdf5f5; --pink-faint: #fefafa; --ink: #232020; --ink-body: #4b4646; --ink-mid: #6e6666; --ink-muted: #9a9292; --ink-faint: #b8b0b0; --rule: #ece4e4; --white: #ffffff; } body { font-family: 'Jost', sans-serif; font-weight: 300; color: var(--ink-body); background: var(--white); -webkit-font-smoothing: antialiased; } .pg { width: 100vw; position: relative; left: 50%; margin-left: -50vw; margin-right: 0; background: var(--white); padding: 40px 52px 100px; } /* ── MASTHEAD ── */ .mast { display: grid; grid-template-columns: 1fr auto 1fr; align-items: center; gap: 24px; margin-bottom: 56px; max-width: 840px; margin-left: auto; margin-right: auto; } .mast-line { height: 1px; background: var(--rule); } .mast-center { text-align: center; } .mast-tag { font-size: 9px; letter-spacing: 0.5em; text-transform: uppercase; color: var(--pink); margin-bottom: 10px; display: block; } .mast-h1 { font-family: 'Cormorant Garamond', serif; font-weight: 600; font-style: normal; font-size: 50px; line-height: 1; color: var(--ink); margin: 0; } .mast-h1 span { display: block; font-family: 'Jost', sans-serif; font-style: normal; font-weight: 400; font-size: 10px; letter-spacing: 0.52em; text-transform: uppercase; color: var(--ink); margin-top: 10px; } /* ── CONTENT MAX WIDTH ── */ .lead, .sec, .hr, .hr-short, .foot { max-width: 840px; margin-left: auto; margin-right: auto; } .hr { margin-top: 10px; margin-bottom: 42px; } .hr-short { margin-top: 48px; margin-bottom: 48px; } /* ── LEAD / INTRO ── */ .lead { text-align: center; font-size: 14px; line-height: 2.1; color: var(--ink-muted); max-width: 640px; margin: 0 auto 52px; } /* ── ICONS ROW ── */ .icons-row { display: grid; grid-template-columns: repeat(4, 1fr); border: 1px solid var(--rule); max-width: 840px; margin: 0 auto 64px; } .icon-item { padding: 32px 20px 28px; text-align: center; border-right: 1px solid var(--rule); } .icon-item:last-child { border-right: none; } .icon-bubble { width: 56px; height: 56px; border-radius: 50%; border: 1px solid var(--pink-soft); background: var(--pink-faint); display: flex; align-items: center; justify-content: center; margin: 0 auto 16px; } .icon-bubble svg { width: 22px; height: 22px; stroke: var(--pink); fill: none; stroke-width: 1.4; stroke-linecap: round; stroke-linejoin: round; } .icon-label { font-size: 9px; font-weight: 500; letter-spacing: 0.16em; text-transform: uppercase; color: var(--ink); margin-bottom: 6px; line-height: 1.6; } .icon-desc { font-size: 12.5px; color: var(--ink-mid); line-height: 1.8; } /* ── SECTION HEADING ── */ .sec { margin-bottom: 40px; } .sec-hd { font-family: 'Cormorant Garamond', serif; font-style: normal; font-weight: 400; font-size: 26px; letter-spacing: 0.02em; color: var(--ink); margin-bottom: 16px; display: flex; align-items: center; gap: 20px; } .sec-hd::after { content: ''; flex: 1; height: 1px; background: var(--rule); } /* ── BODY TEXT ── */ .body { font-size: 14px; line-height: 2.1; color: var(--ink-body); } .body p + p { margin-top: 14px; } .body strong { font-weight: 500; color: var(--ink); } /* ── CARDS GRID ── */ .cards-grid { display: grid; grid-template-columns: repeat(3, 1fr); gap: 1px; background: var(--rule); border: 1px solid var(--rule); max-width: 840px; margin: 0 auto; } .card { background: var(--pink-faint); padding: 32px 26px; text-align: center; } .card__number { font-family: 'Cormorant Garamond', serif; font-size: 36px; font-weight: 300; color: var(--pink-mid); line-height: 1; margin-bottom: 12px; } .card__title { font-size: 9px; font-weight: 500; letter-spacing: 0.25em; text-transform: uppercase; color: var(--ink); margin-bottom: 12px; } .card__body { font-family: 'Cormorant Garamond', serif; font-size: 15px; font-weight: 300; line-height: 1.85; color: var(--ink-body); } /* ── NOTES GRID ── */ .notes { display: grid; grid-template-columns: 1fr 1fr; border: 1px solid var(--rule); margin-top: 4px; } .note { padding: 20px 24px; border-right: 1px solid var(--rule); border-bottom: 1px solid var(--rule); font-size: 13.5px; line-height: 2; color: var(--ink-body); } .note:nth-child(2n) { border-right: none; } .note:nth-last-child(-n+2) { border-bottom: none; } .note b { display: block; font-size: 8.5px; font-weight: 500; letter-spacing: 0.28em; text-transform: uppercase; color: var(--pink); margin-bottom: 8px; } /* ── CALLOUT ── */ .callout { background: var(--pink-faint); border: 1px solid var(--pink-soft); border-top: 2px solid var(--pink); padding: 22px 28px; font-size: 14px; line-height: 2.1; color: var(--ink-body); margin-top: 4px; } /* ── RULE ── */ .hr { border: none; border-top: 1px solid var(--rule); margin: 10px 0 42px; } .hr-short { border: none; border-top: 1px solid var(--rule); margin: 48px auto; width: 64px; } /* ── FOOTER ── */ .foot { text-align: center; padding-top: 10px; } .foot-serif { font-family: 'Cormorant Garamond', serif; font-style: normal; font-weight: 300; font-size: 19px; color: var(--ink-mid); line-height: 1.95; margin-bottom: 30px; } .foot-btn { display: inline-block; font-family: 'Jost', sans-serif; font-size: 9px; font-weight: 500; letter-spacing: 0.42em; text-transform: uppercase; color: var(--ink-body); background: var(--pink-faint); border: 1px solid var(--pink-soft); padding: 15px 54px; text-decoration: none; transition: background 0.25s; } .foot-btn:hover { background: var(--pink-soft); } .foot-email { display: block; margin-top: 14px; font-size: 12px; letter-spacing: 0.14em; color: var(--ink-mid); text-decoration: none; } .foot-email:hover { color: var(--pink); } /* ── RESPONSIVE ── */ @media (max-width: 900px) { .icons-row { grid-template-columns: repeat(2, 1fr); } .icon-item:nth-child(2) { border-right: none; } .icon-item:nth-child(1), .icon-item:nth-child(2) { border-bottom: 1px solid var(--rule); } .cards-grid { grid-template-columns: 1fr 1fr; } } @media (max-width: 640px) { .pg { padding: 48px 22px 70px; } .mast { grid-template-columns: 1fr; } .mast-line { display: none; } .mast-h1 { font-size: 36px; } .icons-row { grid-template-columns: 1fr; } .icon-item { border-right: none !important; border-bottom: 1px solid var(--rule); } .icon-item:last-child { border-bottom: none; } .cards-grid { grid-template-columns: 1fr; } .notes { grid-template-columns: 1fr; } .note { border-right: none !important; } .note:nth-last-child(-n+2) { border-bottom: 1px solid var(--rule); } .note:last-child { border-bottom: none; } }
Returns & Refunds Policy
Every Frocklyn piece is created exclusively for you. Because each garment is handcrafted to order, we are unable to accept returns or exchanges outside of the strict conditions outlined below.
Made to Order
All pieces are made to order and are non-returnable
No Change of Mind
Change of mind, sizing, or colour preference is not accepted
Defects Only
Claims accepted only for verified manufacturing defects
48 Hour Window
All claims must be raised within 48 hours of delivery
Our Returns Policy
As all of our pieces are made to order, we do not accept returns or exchanges for change of mind, incorrect sizing selected at the time of order, or personal preference in colour or style. We strongly encourage all customers to refer to our size guide carefully before placing an order and to reach out to our team with any sizing queries prior to purchase.
Once an order has been placed and confirmed, it enters production immediately. Cancellations are not accepted after the order has been confirmed, as materials are cut and work begins within hours of receipt.
Conditions for a Valid Defect Claim
Time Window
Any defect claim must be submitted within 48 hours of the delivery confirmation timestamp. Claims raised after this period will not be considered under any circumstances.
Photographic Evidence
Clear, unedited photographs of the defect must be submitted alongside the claim. The images must show the full garment, the specific defect area, and all original tags still attached and intact.
Garment Condition
The garment must be completely unworn, unwashed, and unaltered. Any sign of wear, alteration, perfume, or removal of tags will immediately void the claim in its entirety.
What Qualifies
Only structural manufacturing defects qualify — such as broken seams, missing fastenings, or fabric damage present upon delivery. Minor natural variations in handcrafted pieces do not constitute a defect.
Review Process
All claims are reviewed by our quality team. Frocklyn reserves the right to assess each claim individually and decline any submission that does not meet the stated criteria in full.
Resolution
Upon approval of a valid defect claim, Frocklyn will offer a repair or replacement at our discretion. Monetary refunds are not guaranteed and are issued only in cases where a repair or replacement cannot be provided.
Non-Returnable Items
The following are strictly non-returnable under all circumstances: custom or made-to-measure orders, sale or discounted items, pieces that have been altered or tailored after delivery, and any garment that has been worn, washed, or from which tags have been removed.
We do not offer returns or refunds for items delayed by customs, courier services, or circumstances outside of our control once the parcel has been dispatched from our facility.
How to Submit a Defect Claim
To initiate a defect claim, email us at info@frocklyn.com within 48 hours of delivery with your order number, a detailed description of the defect, and clear photographic evidence as outlined above. Submissions that are incomplete or do not meet all stated requirements will not be processed.
Please allow up to 5 business days for our quality team to review your submission. You will be contacted directly once a decision has been made.
How to Return
Email us at info@frocklyn.com within 30 days of receiving your order. Please include your order number, clear photographs of the item, and a brief explanation of the reason for return. Submissions that do not include all required information will not be reviewed.
Once your return has been approved by our team, we will provide you with our return warehouse address. You will be required to ship the item back using a trackable shipping service and provide us with the tracking number. Returns sent without prior approval or tracking information will not be accepted.
Return Costs
Refunds will only be processed after the returned item has been received at our facility and passed a full quality inspection. Please allow 5 to 14 business days for the refund to appear in your account once processing has been confirmed. Refunds are issued via the original payment method only.
How to Exchange
We understand that on occasion a piece may not be the right fit. We are happy to offer exchanges within 30 days of delivery, provided all conditions below are met in full. To begin an exchange, email info@frocklyn.com with your order details and the reason for exchange. Our team will guide you through the process and provide next steps upon approval.
Once approved, you will be required to ship the item back to us. Your exchange piece will be processed as soon as the returned item is received and inspected at our facility.
Terms for Exchanges
The item must be returned in its original, unused, and unaltered condition with all tags intact. Exchanges are not available on customised or made-to-measure pieces. Customers are responsible for all return shipping costs associated with an exchange. Items that show any signs of wear, damage, alteration, or from which tags have been removed will not be eligible for exchange.
Additional Conditions
Items altered by the customer after delivery are not eligible for return or exchange under any circumstances. Any garment that shows signs of wear, damage caused after delivery, or alteration may be declined at Frocklyn's sole discretion. Frocklyn reserves the right to refuse any return or exchange request that does not fully satisfy the stated conditions.
We are here to ensure your satisfaction with every Frocklyn piece.
If you have any questions, please do not hesitate to reach out.