Effective: 8 October 2026
This is the full returns and refunds policy for Frippy, and it forms part of our Terms of Service.
The short version
- Something wrong with your order? Open a dispute within 72 hours of the carrier marking your order delivered.
- If it goes your way, your money goes back to the card or account you paid with.
- If we ask you to return the item, we send you a prepaid label, so posting it back costs you nothing.
- Change of mind isn't covered, but you're welcome to ask the seller.
When you can raise a return
You can open a dispute within 72 hours of the carrier marking your order delivered for any of these:
- Item not received. The order is marked as delivered but you haven't received it.
- Item not as described. The item is significantly different from the listing, in size, colour, condition, or defects that weren't mentioned.
- Item damaged. The item was damaged on its way to you.
- Wrong item. You received something other than what was listed.
- Suspected counterfeit. The item looks like a counterfeit and was sold as authentic.
For every reason except "item not received", you'll be asked for at least two photos and a few words about what's wrong, because that's what the seller and our team will look at. Add them when you open the dispute, so nobody has to chase you for them.
Two things worth knowing about the clock. It starts at the carrier's delivery scan, not at the moment you open the box, so if a parcel sits in a parcel locker for two days, those two days count. And tapping Confirm Delivery in the app or on frippy.au completes the order there and then: the seller is paid, and the 72 hours close early. Only confirm once you've checked your item.
If your parcel is never scanned as delivered at all, the app can't open a dispute for you. Email us instead and we'll sort it out. Don't wait for the tracking to catch up.
So the system stays available to the people who need it, you can open at most three disputes in any 30-day period, not counting the ones that ended in a refund to you or were cancelled. If you reach that limit and something has genuinely gone wrong, email us and we'll take it from there.
When it isn't covered
Buyer Cover protects you from things going wrong, not from changing your mind. It doesn't cover:
- Changing your mind after buying.
- Minor differences from the listing photos, like slight colour variations.
- Items that were accurately described by the seller.
If you've changed your mind, you're welcome to message the seller and ask about a return. It's up to them whether they accept, the arrangement is between the two of you, and return postage would be on you.
What happens once you open a dispute
The seller gets 48 hours to respond. If they don't, the dispute comes to us. If the two of you can't agree, we look at the evidence from both sides and make a decision.
Depending on what happened, we may ask you to send the item back. As a rule we do when the items in your order come to $20 or more, before any bundle discount and before postage, and the item arrived undamaged; for a damaged item, or one that never turned up, you never have to post anything.
If we do ask, we create a prepaid return label for you on your order page, in the app or on frippy.au, and Frippy pays for it. You then have 7 days from the day we give you that label to post the item back. If it isn't sent back within those 7 days, the dispute is closed in the seller's favour and no refund is made. If something is holding you up, email us before the deadline rather than after, and we'll extend it once.
Once the item is back with the seller, they have 7 days to confirm they've received it. If they don't, we refund you anyway.
What you get back
When a dispute is resolved in your favour, the refund is made up of:
- The price you paid for the item, or items, after any bundle discount.
- The Buyer Cover fee on that order.
- Postage, but only when the item never arrived or arrived damaged. For the other reasons, the postage already paid to the carrier is not refunded.
Sometimes the fair outcome sits in between, for example when you'd rather keep the item at a lower price. In that case we refund an agreed amount instead of the whole order, and you'll see the exact figure on your order page, in the app or on frippy.au, as soon as it's decided.
The price you see already includes Buyer Cover: $1.25 plus 5% of what you pay for the item or items, after any bundle discount and before postage. Postage is the only amount added at checkout. Sellers pay nothing to list or sell.
Two refunds you don't have to ask for
The seller didn't post your order. Sellers have 5 business days to post an item once it sells, and weekends don't count. If that deadline passes, the order is cancelled automatically and you're refunded in full, postage and Buyer Cover included. You don't need to do anything, and we'll let you know it happened.
The order was cancelled before it was posted. If an order is cancelled before the parcel is on its way, you're refunded in full.
How the refund reaches you
Refunds are made through Stripe, our payment provider, back to the card or account you paid with. We can't send it anywhere else, and we never pay a refund into a Frippy balance.
Once the outcome is decided we send the refund straight to Stripe: same day in most cases, a little longer where our team has to weigh up evidence from both sides, and we'll tell you where it's up to. After that it's your bank's timing rather than ours, and most cards show the money again within a few business days. If it hasn't turned up after that, email us and we'll chase it with the reference number.
Shipping only, and why that matters here
Every order on Frippy is posted and tracked, and there's no local pickup. That's deliberate: tracking is what lets us see where a parcel actually got to, which is what makes most of the decisions on this page possible.
Your consumer rights
Nothing on this page limits the rights you have under the Australian Consumer Law, including the consumer guarantees that apply to the service Frippy provides you. Frippy is a marketplace and the sale itself is between the buyer and the seller, so whether those guarantees also apply to your seller depends on whether they're selling in trade or commerce. Our returns process exists to reach fair outcomes either way, on top of your rights rather than instead of them.
Need a hand?
Start at Disputes & Returns for the step-by-step, or email us at hello@frippy.au and we'll walk you through it.