Refund policy

Returns & Refunds

We want you to love your FrozenCape pieces. If something isn't quite right, we're here to help.

Return Window You have 14 days from the date you receive your order to request a return (cooling-off period under EU consumer law). For hygiene reasons, swimwear and intimate apparel cannot be returned if the protective seal has been removed.
Return Conditions
- Items must be unused, in their original condition, with all tags attached
- Returned in original packaging when possible
- Include the original invoice/receipt (or order number)
How to Return
1. Contact us via email at [sales@frozencape.com] (or through the contact form) within 14 days of delivery, stating your order number and reason for return.
2. We'll provide you with a return address and any necessary return instructions.
3. Ship the item(s) back using a trackable service (Posti/UPS recommended). Return shipping costs are your responsibility unless the item is faulty/damaged/wrong.
4. Once we receive and inspect the return (usually within 5–10 business days), we'll process your refund.
Refund Details
- Refunds cover the full product price + any free shipping entitlement
- Original shipping fees are non-refundable (except in cases of our error: wrong item, damaged on arrival, etc.)
- Refunds are issued to the original payment method within 14 days of receiving the returned goods
- If you received free shipping (order >150 €) and return part of the order dropping below 150 €, we reserve the right to deduct the standard 5 € shipping fee from your refund.
Faulty or Damaged Items If your item arrives damaged or is faulty, please contact us within 7 days of delivery with photos of the issue. In such cases, we cover return shipping and offer a full refund or replacement at no extra cost.