Ordering
Ordering from The Frockery
Before ordering, please read the following terms and conditions carefully. They apply to all orders and purchases made via The Frockery website, and your use of this website indicates your acceptance of these terms and conditions.
- Description of Goods
- Availability and Prices
- Payment
- Dispatch and Delivery
- Postage
- Cancellation
- Returns
Description of Goods
The Frockery makes every effort to describe items as accurately as possible and will never knowingly misrepresent any item on this website.
You should scrutinise the photographs and descriptions before ordering. We try to ensure that photographs show clear images of the items, but colours may not always be accurately reproduced, in which case we will mention this in the item description. Additional photographs and measurements will be provided by email on request.
You should note that pre-owned garments and accessories, especially vintage and retro items, are rarely found to be in perfect or mint condition and may have been stored for long periods. They will therefore show a varying degree of wear, but any flaws, marks, damage or special cleaning requirements will be pointed out in the item description. Our pricing reflects the fact that we do not routinely launder or clean items prior to dispatch.
Please also remember that vintage sizes bear little or no resemblance to contemporary sizes. You should always refer to the measurements provided in the item description rather than the given label size, and note that any ‘best fit’ suggestion we make will be based on modern day sizing. In order to gauge the suitability of an item, you may find it useful to compare our stated measurements with those of one of your own garments which is a comfortable fit. Our garment measurements are taken with the item laid flat, and all sizes in our descriptions are approximate. Please refer to our sizing guidelines for further information.
Availability and Prices
The goods listed for sale on The Frockery website are subject to availability, and prices are subject to change until we confirm acceptance of your order by email. If an item is unavailable for any reason, we will notify you by email and make an immediate refund to the source of the original payment, whether that be to a PayPal account, debit or credit card.
Payment
You can pay securely online and we accept all major credit and debit card payments via Shopify payments or Paypal (no account required). Online payment is quick and easy and your order can be processed and dispatched as soon as the transaction has cleared. Please note that we do not accept card payments by telephone.
Alternatively, you may pay by UK cheque or bank transfer, in which case you should simply indicate this option during the ordering process.Your chosen item(s) will be reserved for a period of 7 days and your order will be dispatched upon receipt of your cleared payment.
If you are an overseas buyer, please contact us with details of the item(s) you wish to purchase. We will then e-mail you an invoice and will reserve the item(s) for a period of 7 days from the date of issue of the invoice.
Any personal details you provide will only be used by The Frockery for fulfilling your order and will not be passed on to a third party.
Dispatch and delivery
Upon receipt of your order and cleared payment, The Frockery will aim to dispatch your goods within 3 working days, but in most circumstances orders are sent on the same or next working day. If you urgently require an item, please let us know when you place your order and we will do our best to expedite delivery.
Deliveries may be slightly delayed by annual holidays, bank holidays and unforeseen circumstances. Wherever possible, dates will be announced in advance on our blog, Facebook page or Twitter, and customers who place orders at these times will be informed by email of the expected delivery date with an option to cancel and receive a full refund.
UPDATE December 2022: Royal Mail industrial action is currently causing delay and disruption to the delivery of orders. Although they are prioritising special delivery services, even those are not guaranteed to arrive on time. We have switched to courier services in the meantime but some are also reporting backlogs due to increased demand. We realise how frustrating this is and can only apologise for the inconvenience. Returns can be made with 14 days of receipt for a full refund, or in the event of non-arrival, within two weeks.
Our UK standard delivery orders are ordinarily sent via Royal Mail's second class signed-for service or by courier, for which a signature will be required. Special delivery is also available at our checkout. For delivery addresses outside the UK, items will be sent by international signed-for airmail service.
UPDATE February 2023: After nearly 18 years in business, we are reluctantly suspending all overseas orders due to intractable issues with delivery services and customs clearance, despite having provided correct documentation. Ireland has been especially challenging and disappointing for our regular customers and we apologise for no longer being able to accept any international orders. We will post an update should the situation change.
In keeping with our green principles, we re-use or recycle packaging materials wherever possible, so please don't be surprised to receive your ordered goods in unconventional cartons!
Postage
Our standard flat-rate postage charge to a delivery address within the UK is £3 per order. Special delivery is available at £7 per order. All orders are sent by Royal Mail or courier 'signed for' services, usually the same or next working day (except for holiday dates and unforeseen circumstances which will be notified on our blog and social media channels).
Overseas customers: please see above update. We regret we are currently unable to accept international orders.
Cancellation
If you wish to cancel your order, please contact us quoting your order number. We will confirm the cancellation by return e-mail. You should note, however, that once your order has been dispatched, we will be unable to cancel it and our returns policy will apply.
Returns
The Frockery complies fully with the Consumers Rights Directive 2013 (PDF) (which has now superseded the former Distance Selling Regulations), as required under UK legislation, and operates a no quibble returns policy.
If you wish to return goods, it would be helpful if you could contact us to advise the reason for their return. The goods should be returned to The Frockery within 14 working days of their receipt by you in the same condition as they were dispatched. You should always obtain proof of posting when returning items to us.
Goods should be returned to:
The Frockery
8 Sparrowcroft
Forfar
Angus
DD8 2AP
Scotland
Upon our receipt of your returned goods, we will refund you the original sale price and standard charge for outbound delivery within 14 days, or sooner if practicable. You are responsible for paying the return postage, unless we have sent you the wrong item(s) in error or have unwittingly misdescribed the item(s), in which case we will also reimburse your return postage costs. Refunds will be made to the source of the original payment, which may be a credit card, debit card or PayPal account. Cheque or postal order payments will be refunded by cheque and new gift vouchers will be issued in respect of returns of gift voucher purchases.
The Frockery reserves the right to refuse a refund if the tags/labels have been removed, or if we believe any item has been worn or damaged since dispatch. The Frockery retains written descriptions and pictorial images of all goods as evidence of their condition prior to dispatch.