Most orders go off without a hitch, but if something's not right, we're here to make it fair. Here's what to do.
Looking for the full policy? It is on Returns & Refunds.
First, message the seller
If your item isn't quite what you expected, the quickest fix is often a chat. Message the seller through the in-app chat and explain what's up. A lot of issues get sorted this way without needing a formal dispute.
Opening a dispute
If you can't reach a resolution, you can open a formal dispute within 72 hours of the carrier marking your order delivered. You'll be asked to describe the problem and add photos as evidence. This is covered by Buyer Cover when your item didn't arrive, arrived damaged, was significantly not as described, wasn't the item you ordered, or looks like a counterfeit sold as genuine.
What happens next
Once you open a dispute, the seller gets a chance to respond. If the two of you can't agree, Frippy steps in, reviews the evidence from both sides, and makes a fair decision. If it's resolved in your favour, you'll receive a full or partial refund.
Depending on the situation, you may be asked to return the item. If so, we'll provide a prepaid return label from your order page, so you're not out of pocket for postage.
Changed your mind?
Buyer Cover doesn't cover change of mind. If you simply decided the item isn't for you, you're welcome to message the seller to ask about a return, but it's up to them whether they accept, and return postage would be on you.
Your consumer rights
Nothing here limits the rights you have under the Australian Consumer Law. Frippy's dispute process is there to help reach fair outcomes between buyers and sellers.
Need to talk to us?
Email hello@frippy.au and our team will help you through it.