Shipping & Returns

Dispatch Times

Please remember that Frozen Couture apparel is made to order, ie. we hold minimal to no stock at any given time.

Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days.

Please allow additional days in transit for delivery.

If there will be a significant delay in shipment of your order, we will contact you via email.

Dispatch Days

Orders will be shipped on Tuesdays and Fridays with Auspost.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your number(s).

The tracking number will be active within 24 hours. Once the item has been shipped it is up to the customer to keep an eye on the tracking. Please contact Auspost to start an inquiry if your parcel hasn't arrived within 30 days of us sending.

Damaged / Lost Goods / Stolen Goods

Frozen Couture is not liable for any products damaged or lost during shipping.

If you receive your order damaged, please contact Auspost or your country's postal service.

Please save all packaging materials and damaged goods for evidence.

If your parcel has been marked as delivered and you didn't receive it, please contact the carrier first and then the police as it is illegal to steal a parcel and is a criminal offense. Until a police report has been made we cant not move forward with a claim to help you any further.

Domestic Shipping (Shipping delivery times within Australia)

Note standard shipping times are 10-12 business days.

Express Post delivery time is 4-5 business days and calculated by weight.

Delivery delays may occur due to postal service provider and other reasons outside of Frozen Couture’s control.

International Shipping (Shipping delivery times outside of Australia)

Frozen Couture is not responsible for any customs and taxes applied to your order.

All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc).

Shipment method

Estimated delivery time

Shipment cost

Australia Post Express Post

Standard Shipping

DHL EXPRESS

1-2 weeks

2-4 Weeks

5-7 Days

Calculated by weight

Delivery delays may occur due to postal service provider & other reasons outside of Frozen Couture’s control.

Returns Policy

We do not offer change offer mind as returns or exchange.

All garments are handmade to each individual. There are no returns or exchanges, Unless there is a (i) fault in sizing where garment is too big or small. (ii) Fabric fault. ( Garment is worn / withered / torn. )

Returns are only eligible on faulty items.

Gift cards are exempt from being returned.

There are certain situations where only partial refunds are granted (if applicable):

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

All exchanges or refunds MUST to still have the tags on. They MUST be shipped in the same packaging as it was sent in. All crash gear MUST have the packing pillows inside the garment to protect the garment during the shipping process, without this the garment can be damaged and we will not be able to refund you or exchange if any garments arrive back damaged.

Refunds (if applicable)

If you are approved, once your item has been returned to our facility then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 (fourteen) days.

Change of mind returns

We do not accept change of mind returns. A product can only be returned where the product is faulty or does not meet the products requirements.

If a product fails to meet consumers guarantee, You have the right to ask for a repair, replacement or refund under the Australian Consumer Law.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, firstly check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Next, contact your bank.

There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@frozencouture.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (where applicable)

Frozen Couture will replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at info@frozencouture.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

To return your product, you should email us first.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

Custom Duties, VAT on Imports

When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country.

These charges are typically due once the package arrives in the destination country.

Sellers are responsible with ensuring to comply with laws and regulations of the country of destination.

Generally, the buyer is responsible for paying customs duties on receipt of the package.

Certain countries may require certain documentation before the items are sent.

If the necessary information is not provided, this may result in delays in the order.

Frozen Couture is not responsible for the collection or determination of any custom duties or import VAT costs.

Goods arriving into EU from non-EU Country

When delivering goods from a non-EU country into an EU country, customs fees and import VAT may apply on these goods.

The amount of customs duty and import VAT to be paid will be assessed at the point of entry of the destination country.

This may result in the buyer having to pay additional charges which are not included in the total price displayed at checkout.

Generally, VAT isn’t due when the total value of all goods in a consignment (value not inclusive of custom duties or transport costs) is less than the destination country threshold.

The threshold may vary from €10 EUR to €22 EUR, depending on the EU country.

For import VAT, the rate that is assessed is the rate set by the country that the package is delivered to.

Customs duty does not typically apply on goods where the value doesn’t exceed €150 EUR.

Goods arriving into the US

When goods are dispatched into the US, the buyer (“Importer”) is responsible for any fees/taxes/duty that may accrue on the merchandise when it clears Customs and Border Protection (“CBP”).

If any duty is owed, CBP will charge a processing fee for clearing the package. Duty and the processing fee are due at the local post office of the Buyer, where the package has been forwarded.

Rest of the world

Other countries may also apply customs duty and/or import VAT on goods purchased from another country.

The amount of customs duty and import VAT to be paid will be assessed at the point of entry of the destination country.

This may result in the buyer having to pay additional charges which are not included in the total price displayed at checkout.

As the threshold for the application of such charges may vary from country to country, please contact your local customs/ tax office for further information.

Alternatively, you should check with your local tax advisor for more information.

Again, Frozen Couture is not responsible for the collection or determination of any custom duties or import VAT costs.

Learn more on country-specific tax authorities websites:

Finding custom forms

You can obtain customs declaration forms from your mail provider.

Most of the time, these are available online.