The standard / average charge for returned parcels is €18,-. This fee is made up of €12,- courier's return to origin postage cost + warehouse reprocessing costs. This increases per item returned.
Please note the original postage fee is non refundable.
Ordering
Right to cancel
We reserve the right to cancel any orders without notice, if we believe that goods are not being purchased for personal use.
Duty
Customers with delivery addresses outside of the EU are responsible for their own applicable Duties, VAT and import taxes. These are not included in the cost of shipping. FROU FROU kids is not liable for customers import charges.
We have no control over these costs. They are set by each countries government and vary widely depending on your location. You can usually find details of the import tax on your local government website.
Refusal to pay duties or refusal to accept a package does not mean the package will be returned safely to FROU FROU kids.
We can not be held liable for refunding customers in this case. If we do receive a refused parcel back at our warehouse we will always deduct reimportation tax from any refund owed. We will also deduct the associated costs from our fulfilment company who charge to receive and unpack the parcel, steam and fold goods and return items back into warehouse stock.
Delivery Times and Tracking
Dispatch time of your order usually is between one and two business days.
You will be sent an automated email with tracking after the item is shipped.
You can click through the link in the email or use the same tracking reference number on the DHL/ FedEx website for direct 'real time' tracking.
Within worldwide deliveries transit time with DHL and FedEx is targeted at 3 - 7 business days. In extreme rare cases it can take up to 20 business days.
+Please note: with recent changes to US import rules and the end of the tax de minimis exemption, US orders are currently taking a little longer to process through US customs due to extra processes and workload at US customs dept and couriers.
Returns
Full-price sales are eligible for a return within 14 days of the delivery date. Please email for approval within 14 days.
Products must be returned in an unused, unwashed condition with original tags included.
Customers are responsible for return shipping cost. We recommend a tracked or ‘signed for’ service as we do not accept liability for lost parcels.
Return parcels must always be clearly marked 'Return to sender - children's clothing' for customs purposes.
It is the sender's responsibility to fill customs documentation in correctly. Incorrectly labelled returns can result in incorrect duty or VAT on re-importation. In the event FROU FROU kids is incorrectly charged to receive return goods this value will be deducted from the customers return value.
Refusal to pay duties or refusal to accept a package does not mean the package will be returned safely to FROU FROU kids.
We can not be held liable for refunding customers in this case. If we do receive a refused parcel back at our warehouse we will always deduct reimportation tax from any refund owed. We will also deduct the associated costs from our fulfilment company who charge to receive and unpack the parcel, steam and fold goods and return items back into warehouse stock.
Please note, we only accept returns for purchases made on our own website – www.froufrou-kids.de
Each order must be returned separately, it must receive a specific approval to return from our Customer service team. Tracking for return parcels must be provided to our Customer service team clearly stating the correlating order number.
All Sale/ Outlet orders are final and cannot be returned.
Return Instructions
To request a return, please email us at help@froufrou-kids.de within 14 days of receiving, with your order number and ‘Return’ quoted in the subject line.
Once we email to confirm your return, the goods must then be sent back to the address provided within 5 business days of the email confirmation (postage marked within 5 working days).
If goods are returned in a re-saleable condition, you will be offered a full refund for the goods (minus the original postage cost).
Money will be refunded back onto the original payment method, within 2 business days of receiving the return.
Please note that any duty paid is not refundable. Duty is collected by your government and you may submit a claim to them for reimbursement, but please note FROU FROU kids does not have any liability for duty payments.
Sold out items
We understand how disappointing it can be when a piece you love sells out before you can buy it.
If you missed out on an item, please click ‘Notify when available’ on the item page. As we are running our own production space based in downtown Cologne we are able to reply to reorders very quickly.