Refund policy
At Frost Boutique, every item is made to order especially for you. Because our products are made specifically for each customer, we do not accept returns, exchanges, or provide refunds for change of mind, incorrect size selection, or simply deciding that you no longer want the item.
We strongly recommend carefully reviewing the size guide, product measurements, fit description, and product details before placing your order. Where a product is described as having an oversized or relaxed fit, please take this into consideration when selecting your size.
As our products are made to order, we are unable to make changes to an order once production has begun.
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.
Damaged, Faulty or Incorrect Items
We take great care when creating and fulfilling every order. If your item arrives damaged, faulty, misprinted, or is different from what you ordered, please contact us as soon as possible after receiving your order at frostboutique.skating@gmail.com.
To help us resolve the issue as quickly as possible, please include:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the problem
Once we have reviewed your claim, we will assess the issue and, where appropriate, work with our production partner to arrange a replacement or refund in accordance with the circumstances and your rights under the Australian Consumer Law.
Please contact us as soon as possible if you experience an issue, as some production and shipping claims have specific reporting timeframes.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us before returning anything.
We will review the order and work with our production partner to determine the appropriate solution.
Please do not return an item without contacting us first.
Shipping & Delivery
Frost Boutique works with a third-party production and fulfilment partner to create and ship your order.
Once your order has been dispatched, you will receive tracking information where available. Delivery timeframes can vary depending on the destination, shipping method, production times, and circumstances outside of 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 will apply regardless of any shipping or production arrangements.
Return Instructions
Please do not send any item back without contacting us first.
If a return is required, we will provide you with the appropriate return instructions and return address.
Items returned without prior approval may not be able to be processed.
Important Sizing Information
Please carefully check the size guide, measurements, and product description before placing your order.
Some of our 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 cannot 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 otherwise meets the product description and Australian Consumer Law requirements.
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 select the best available 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 selected a product based on personal preference and later decide it is not suitable
This does not affect your rights under the Australian Consumer Law.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).
Our change-of-mind policy does not affect your consumer guarantees. If a product has a problem covered by the Australian Consumer Law, you may be entitled to a repair, replacement, refund, cancellation, or other remedy, depending on the circumstances and whether the problem is considered major or minor.
If an item is faulty, damaged, or does not match its description, please contact us so we can assess the issue and determine the appropriate remedy.
For more information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC) website.
Frost Boutique
Email: frostboutique.skating@gmail.com