FROU FROU bag in misty rose

RETURNS, REFUNDS AND EXCHANGES
During 14 days following the delivery of your order, you may request the exchange or refund of items, which you must return to us in perfect unused condition accompanied by the original invoice.
Returns will only be accepted if original labels are still attached to each product and the original packaging is fully intact. FROU FROU cannot accept returns where labels have been removed.
Please note that you are responsible for the returned product(s) until it reaches us. FROU FROU will not compensate for returned packages lost in the return shipping. You are advised to send the package with a dispatch number so that it can be traced.
Returned merchandise shipping charges are at the customer’s expense. Any shipping or customs charges that may incur when returning the products are the customer’s responsibility. In the case of an Exchange however, FROU FROU will not charge any additional charges for shipping the new items.

HOW TO MAKE A RETURN
Please before making the return of goods/orders, you must get in touch with us (mail@froufrou-kids.de) so that we can give you all information and documents required to go through with the return.
All returned shipping costs are to be paid by the customer (except in case of defective goods accepted by FROU FROU). When making a return, please be sure to clearly mark your return shipment as “returned goods” on any documents and also on the outside of the package.
If you wish to send back the whole or part of the order we will refund the amount you have paid (excluding shipping charges) in the same method payment you used.

Refunds for returned merchandise will be made as soon as possible, 30 days at the latest, after the receipt of the product at FROU FROU warehouse. Note that additional duties and/or taxes will not be refunded. Neither will shipping costs.

All exchanges are subject to availability from our current stock. We will exchange items that are returned to us within 14 days of being received by you. Please advise us upon receipt of your purchase if you wish to exchange. Once the exchange items are received the new items will be posted immediately. As in Returns and Refunds, all additional duties, taxes or any additional charge you may have, will not be refunded by FROU FROU in the case of exchanged items.
In the case of an exchange, please contact us as soon as possible to reserve another product/size.

Returns and Exchanges should be sent to the following address:

FROU FROU
GÖBENSTR. 3
50672 KÖLN
GERMANY

DAMAGED IN TRANSIT/DEFECTIVE PRODUCTS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, the FROU FROU staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at mail@froufrou-kids.de about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.
Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 30 days period after receiving the returned products. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the original purchaser’s credit/debit card used for the order in question to the value of the item at the time of purchase and any shipping costs incurred.