We want you to have a smooth and positive experience when shopping with us. Below is our store’s refund and replacement policy. Please read carefully to understand when refunds or replacements are available.

Order Refunds & Replacements

Refunds or replacements are offered only when our store is responsible for an issue, such as shipping delays, damage, missing items, or incorrect items. All claims must meet the conditions listed below.

1. Order Delays

If tracking shows no updates, or the order remains pending, in transit, or the tracking expires beyond the following timeframes, we may resend the order or issue a refund:

• 20 days from the shipping date for all UK orders
  
• 15 days for U.S. orders
  

Decisions regarding delayed orders are made on a case-by-case basis.

2. Delivered Orders

If the tracking information shows that an order was delivered, refunds or replacements cannot be processed.

If you did not receive a package marked as delivered, a non-delivery certification from the postal carrier is required to proceed with a claim.

3. Damaged Items

If your order arrives damaged, we will gladly issue a full refund or send a replacement.

• Must be reported within 30 days of delivery
  
• Requires clear photo or video evidence of the damage
  

4. Incorrect or Missing Items

If an item is incorrect or missing, we will issue a full refund or replacement.

• Photo or video evidence is required
  
• Claims must be submitted within the applicable time window
  

5. Order Cancellations

You may cancel an order for a full refund only if it has not yet been processed or shipped.

Certain items, such as print-on-demand or preorder inventory, cannot be cancelled once payment has been completed.

6. Refund Eligibility Window

To qualify for a refund or replacement, the order must have been paid for within the last 30 days.
Orders older than 30 days are automatically ineligible.

Important Notes

• Refunds and replacements are only available when our business is responsible for the issue.
  
• All required evidence (photos, videos, or postal documentation) must be provided to validate a claim.
  
• All timelines and requirements listed above must be met for a refund or replacement to apply.
  

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@frattella.com.