Returns & Exchanges
Looking for an exchange or store credit?
We’ve got you. You’ll need your order number: it’s in your order confirmation email and starts with a # (e.g. #XXXXXX). Please check our returns policies below before you start.
Tap the button below to open our very simple online form 👇
Have any questions?
Returns policies
Can I return my item?
If you have received a damaged, faulty or incorrect item, firstly, we’re sorry! Secondly, we’ll fix it. You’re covered by the Australian Consumer Law: repair, replacement or refund. Replacements ship free. Contact us and we’ll organise it asap.
Sale items can’t be returned or exchanged for change of mind or size. Faulty sale items are covered like everything else.
All items for exchange must be in original condition, with the swing tags attached.
How do I begin an exchange?
Fill in our online form: Start an exchange. Please check our returns policies before you begin.
Getting your exchange back to us:
Send it back to us with any courier you like. Faulty item? We pay for this leg too, and we’ll tell you how.
Getting your exchange back to you:
Once we’ve received and processed your return, we cover the cost of sending your exchange back to you.
What if the item has gone out of stock?
Most Frothies designs are printed to order, so your swap is almost always available. If a style or colour is no longer offered, we’ll issue store credit to the value of the item.
Does our Customer Service team have the right to refuse an exchange?
Our Customer Service team has the right to decline any exchange if the goods aren’t returned in the same condition as purchased, or aren’t returned within our time frame. If that happens, Customer Service will contact you before going any further.
Please keep your tracking number in case your parcel is delayed getting back to us. You’ll also need it if a parcel goes missing.
What items cannot be returned or refunded?
If a product is faulty, you’re covered by the Australian Consumer Law: repair, replacement or refund, your choice for a major fault.
We don’t offer refunds for change of mind or a wrong choice. In that case, we can issue store credit.
Printed to order is not custom. Most Frothies designs are printed when you order them, and these returns rules apply to them.
Non-returnable items:
- Headwear (caps, trucker caps, surf caps and bucket hats): no returns for hygiene reasons, unless faulty.
- Sale items: no returns for change of mind or size.
- Gift cards: not refundable.
Issues with your return/exchange?
If your order arrives incorrect or faulty, please contact our customer service team at support@frothies.com and we’ll tell you what to do next.
If your items haven’t arrived within 15 business days of dispatch, please check your tracking. If there’s no movement after a further 5 business days, contact us. We deal with the courier for you, and we’ll always make a missing order right.
You can also contact our customer support team and we’ll help you from there.