Refund policy
At Frost Boutique, every item is made to order especially for you.
Because our products are made to order, we do not offer returns, exchanges or refunds for change of mind, including where:
- You selected the incorrect size
- You no longer want the item
- You change your mind after placing your order
- You do not like the fit of the garment
- You decide the product is not suitable based on personal preference
This policy does not affect your rights under the Australian Consumer Law (ACL).
Order Cancellations & Changes
As our products are made to order, we cannot guarantee changes or cancellations once an order has been placed.
If you need to request a change or cancellation, please contact us as soon as possible at frostboutique.skating@gmail.com.
If your order has not yet entered production, we will do our best to assist you. However, changes or cancellations cannot be guaranteed once production has begun.
Sizing & Fit
Please carefully check the size guide, measurements, fit description and product details before placing your order.
Some garments are intentionally designed with an oversized or relaxed fit, which will be stated in the individual product description.
As our products are made to order, we do not accept returns or exchanges where a customer has selected the wrong size or does not like the fit, provided the item is not faulty and matches its description.
If you are unsure about sizing before placing your order, please contact us at frostboutique.skating@gmail.com and we will be happy to help you choose the most suitable size.
Change of Mind
We do not offer refunds or exchanges for change of mind, including where:
- You selected the incorrect size
- You no longer want the item
- You change your mind after placing your order
- You do not like the fit of the garment
- You decide the product is not suitable based on personal preference
This does not affect your rights under the Australian Consumer Law.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, defective, misprinted, or is different from what you ordered, please contact us as soon as possible at frostboutique.skating@gmail.com.
To help us resolve the issue, please provide:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the problem
Once we have reviewed the issue, we will provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund.
If the problem is a major failure, you may be entitled to choose between a refund or replacement, as provided by Australian Consumer Law.
Please contact us as soon as reasonably possible after receiving your order so we can investigate and resolve the issue promptly.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us before returning anything.
We will review your order and provide an appropriate solution in accordance with your consumer rights.
Please do not send an item back without contacting us first.
Shipping & Delivery
Frost Boutique works with a third-party production and fulfilment partner to manufacture and ship some orders.
Once your order has been dispatched, tracking information will be provided where available.
Delivery timeframes may vary depending on the destination, shipping method, production times and circumstances outside our control.
If your order appears to be lost, significantly delayed or arrives damaged, please contact us at frostboutique.skating@gmail.com so we can investigate the issue with our production and shipping partners.
Where an issue is covered by the Australian Consumer Law, your consumer rights apply regardless of our shipping, production or fulfilment arrangements.
Return Instructions
Please do not send any item back without contacting us first.
If a return is required, we will provide the appropriate return instructions and return address.
Items returned without prior contact may be delayed in processing.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to meet the consumer guarantees and the failure does not amount to a major failure.
Consumer guarantees are automatic and cannot be removed by a business's refund or returns policy.
For more information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC) website.
Frost Boutique
Email: frostboutique.skating@gmail.com