Thank you for shopping with Frolou. We want you to be fully satisfied with your purchase. Please read our Refund & Return Policy carefully.

10-Day Return Window

Customers may return eligible items within 10 days from the date of delivery for a full refund.

Eligibility for Returns

Items may be returned for a full refund for any of the following reasons:

• The item is defective or damaged
• The item is not to the customer’s liking
• The customer changed their mind
• The item took too long to ship or arrive
• Any other reasonable reason

To qualify for a return, the item must:

• The return request and shipment must be made within 10 days from the confirmed delivery date, based on third-party carrier tracking information
• A valid receipt, order confirmation, or proof of purchase must be provided
• Include all original accessories, packaging, and components where applicable
• Not show signs of intentional misuse or customer-inflicted damage

Non-Eligible Returns

Returns may be rejected if:

• The item has been intentionally damaged
• Customer-inflicted damage, misuse, neglect, or improper handling is suspected
• The item is returned outside the 10-day return period

We reserve the right to inspect all returned items before approving a refund.

Return Shipping Fees

Customers are responsible for return shipping costs.

Typical return shipping fees range between AED 15 to AED 30, depending on the item size, weight, and delivery location.

Shipping fees paid during the original purchase are non-refundable unless the item received was defective or incorrect.

Refund Process

Once the returned item is received and inspected:

• Approved refunds will be processed to the original payment method
• Refunds are typically completed within 5–10 business days
• Customers will be notified once the refund has been approved and processed

Order Refusal & Cancellation Policy

We reserve the right to refuse, cancel, or limit any order at our sole discretion in situations including, but not limited to:

• Suspected fraud, scams, or unauthorized transactions
• Abuse of our refund, return, or promotional systems
• Providing false, misleading, or incomplete information
• Suspicious purchasing behavior or suspected foul play
• Threatening, abusive, or inappropriate conduct toward our staff or business
• Orders suspected to involve resale, chargeback abuse, or policy misuse
• Situations where customer-inflicted damage or intentional misuse is suspected

If an order is canceled after payment has been made, eligible refunds will be issued to the original payment method, excluding any non-recoverable processing, shipping, or handling fees where applicable.

We also reserve the right to refuse future service to customers found to be abusing our policies or services.

Cancellation & Order Modification Policy

Order Cancellation Policy

Customers may request to cancel an order only before the order has been processed, packed, or shipped.

Once an order has been shipped or is in transit, cancellations may no longer be possible. In such cases, the customer must follow the standard return process after delivery.

We reserve the right to charge applicable shipping, handling, payment processing, or restocking fees for canceled orders where costs have already been incurred.

Repeated order cancellations, refusal of delivery, or misuse of the cancellation system may result in future orders being restricted or refused.

Address & Product Change Policy

To ensure timely processing and accurate deliveries, customers must carefully review their order details before completing checkout.

Changes Before Shipment

Customers may request changes to:

• Delivery address
• Contact information
• Product variant, size, or color

only before the order has been processed or shipped.

While we will try to accommodate change requests, modifications cannot be guaranteed once order preparation has begun.

Changes During Transit

Once an order has been shipped or is in transit:

• Delivery addresses cannot be changed
• Products, variants, or quantities cannot be modified
• Orders cannot be switched, exchanged, or redirected during shipment

Customers who no longer want the item after shipment must complete the delivery and follow the standard return procedure.

Frequent change requests, refused deliveries, or attempts to misuse the shipping process may result in future orders being canceled or restricted.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team at refunds@frolou.com to initiate your return process