Frívola Returns & Exchanges Policy
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Return Request & Approval
• SEND A RETURN REQUEST to FRIVOLAPR@HOTMAIL.COM before shipping any items back.
• Clearly explain the reason for your return and include your order number and style.
• Once we review and approve your request, we will send you a Return Confirmation Email with further instructions.
• You must ship the item(s) back within 15 days of receiving your order. The customer is responsible for all return shipping costs.
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General Return & Exchange Terms
• Frívola does not provide money refunds.
• The item(s) must have the Frívola label/tags still attached, be unused, and packed in the original box.
• Store credit is issued as a gift card for the total amount of your original purchase. This store credit is valid for 6 months. After 6 months, it expires and cannot be used.
• Returns that are damaged, altered, or do not meet our return conditions may be rejected and sent back to the customer.
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Factory Defects & Warranty
• If an item has a factory defect, Frívola will replace it with a new style, other merchandise, or store credit.
• No money refunds will be issued for factory defects.
• Frívola provides a 40-day store guarantee on shoe repairs.
• Items on sale cannot be returned or exchanged. All sale purchases are final and do not include any repair warranty.
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Shipping & Handling Disclaimer
• USPS delivery times are beyond Frívola’s control.
• Once Frívola ships your package, any delays caused by USPS (or any other carrier) are not our responsibility.
• While most orders arrive within 5 to 10 days, shipping delays can extend to 15 to 25 business days depending on the postal service’s processing time.
• Frívola guarantees that your package will not be lost. If it is delayed, you are assured that it will reach its final destination even if it takes longer than expected (between 15 to 25 business days).
• If a package is officially declared lost by USPS, Frívola will work with the carrier to resolve the issue and ensure you are properly compensated.
• Chargeback Policy:
• Customers cannot file a chargeback with their credit card company due to shipping delays unless the package has been officially declared lost by Frívola or the carrier.
• Filing a chargeback under these circumstances is considered fraud and may result in legal action.
• Frívola takes chargeback fraud very seriously. Improper or fraudulent chargebacks may lead to legal penalties and court cases.
• Shipping and handling charges (to and from) are non-refundable. This policy only applies to online orders and not in-store purchases.
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Incorrect Address & Unclaimed Packages
• If a customer enters the wrong shipping address, they are responsible for:
• Any additional fees for re-shipping or returning the package.
• If the package is returned to Frívola due to an incorrect address, the customer must either pick it up in-store or pay for re-shipping.
• In-store pick-up orders must be collected within 5 days of receiving an email notification.
• Frívola is not responsible for pick-up orders left unclaimed after 5 days.
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Return Shipping Address
Frívola
350 Calle Ensenada
San Juan, P.R. 00920-3504
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Thank you for choosing Frívola.
