Refund policy

Last updated: September 23, 2026

We want you to love your Frillora socks. This policy covers orders delivered to the United States and Australia. We offer a 30-day voluntary return period for eligible change-of-mind returns. This period and the conditions below do not limit any rights you have under applicable consumer law, including the Australian Consumer Law. We do not offer voluntary exchanges; a replacement may still be available as a legal remedy for a faulty item. This policy works together with our Shipping Policy and Terms of Service. Custom and personalized orders are also covered by our Custom Order Terms.

Return window

For a change-of-mind return, request a return within 30 days of delivery. This 30-day limit does not apply to a claim that an item fails a consumer guarantee or to any other right that cannot lawfully be limited.

Returns

Within the voluntary 30-day window, you may return an eligible item for a refund. We do not provide prepaid labels for change-of-mind returns; customers pay the return postage. If you want a different size or style, you may return the eligible item and place a new order. Where the item is faulty, damaged, incorrect, or otherwise fails a consumer guarantee, the remedies and return costs are handled under applicable law as described below.

Condition requirements

For change-of-mind returns, socks must be unworn and unwashed, in their original condition and packaging, with any tags attached. You may open the packaging to inspect the socks. These conditions do not restrict your rights to a remedy for goods that fail a consumer guarantee, even if the packaging has been opened or the item has been used.

How to start a return

Email hello@frillora.com with your order number and the reason for your request. We will provide return instructions and the correct return address where a return is needed. For a change-of-mind return, use a trackable service and keep the tracking receipt. For a faulty, damaged, or incorrect item, contact us first so we can assess the issue and arrange a remedy and any applicable return postage.

Refunds

For approved change-of-mind returns, we issue the refund to the original payment method within 5-10 business days after receiving and inspecting the return. Your bank or card issuer may take additional time to show the credit. Original outbound shipping charges for a change-of-mind return are not refunded. For problems covered by a consumer guarantee or our error, we will provide the refund or other remedy, including applicable shipping costs, as required by law.

Damaged, defective, or wrong items

If an item arrives damaged, defective, or different from what you ordered, contact hello@frillora.com with your order number and a description of the issue. Photos can help us resolve it faster but are not a condition of your legal rights. Please contact us as soon as reasonably possible; there is no fixed 30-day deadline for claims under Australian Consumer Law. Depending on the problem and applicable law, you may be entitled to a repair, replacement, refund, or compensation. If a return is required for a problem covered by consumer guarantees, we will pay or reimburse reasonable return shipping costs as required by law.

Non-returnable items

The voluntary change-of-mind return offer does not apply to custom or personalized items after proof approval, gift cards, final-sale or clearance items, or socks that have been worn, washed, or returned without their original packaging or tags. See our Custom Order Terms for custom orders. These exclusions do not apply where a customer has a right to a remedy under applicable consumer law.

Australian Consumer Law

Goods sold to Australian consumers come with consumer guarantees that cannot be excluded. If a product has a major problem, you may choose a refund or replacement; for a minor problem, we may first offer a repair or replacement within a reasonable time. Your rights depend on the circumstances and continue beyond our voluntary 30-day change-of-mind period. Nothing in this policy excludes, restricts, or modifies those rights.

Return address

Please contact us before sending anything back. We will confirm the correct return address and instructions by email. Our Hong Kong correspondence address is not a customer return address.

Questions

Email hello@frillora.com and we are happy to help.