Terms & Conditions

Exchanges & Returns

We want you to be happy with your purchase!  We will accept exchanges and returns of full priced items provided that the garment is returned in new and unused condition with all the tags attached and in original condition.  If your item shows any evidence of wear, it will be returned to you and your refund voided.  Please e-mail us at sales@whatthefrock.net for return information and address.  Goods must be returned within 14 days from receipt of goods.  Do not ship your order back without e-mailing us first, otherwise the item will be returned to you and a refund will not be granted.

Final sale items may not be refunded.  However you can do an exchange or we can issue you with a credit note with a 12 month validity if you are not satisfied with your dress.  Please e-mail us at sales@whatthefrock.net for return information and address.  Do not ship your order back without e-mailing us first, otherwise it will be returned to you.

The shipping costs incurred by the purchaser will not be refunded except when a product is faulty.  The item is your responsibility until it reaches us.  We recommend that you send the parcel using registered mail with a tracking service.

Refund & Processing Time

Your refund will be processed in the original form of payment within 5 business days.  You will be notified via e-mail to the address listed on your account when this transaction has taken place.  Your banking institution may require additional days to process and post this transaction to your account once they have received the information from what the frock?!

Shipping & Delivery

If your item is in stock it will be shipped within 3 working days once your order is placed and paid for.  If your selected item is out of stock or if you would like a special order, we will let you know the approximate lead time and you can decide then whether or not you wish to proceed with your oder. 

Within Hong Kong & Singapore

We offer free registered post for local orders within Hong Kong and Singapore.  Local orders should arrive within 2-3 business days upon being posted. However, we are not responsibile for any delays in this process. 

International Shipments

We offer free international shipping and all items will be sent via registered mail with Hong Kong Post and Singapore Post unless otherwise specified by you. We do not accept any responsibility once the parcel has been posted.  Please note that we have no control over how long the delivery will take, we can only give you an approximate delivery time.  Please note that delays in customs may take place and unfortunately we cannot be responsible for this type of delay.  

Additionally, please be aware that any itmes shipped internationally may be subject to import duties and taxes, which are levied once a shipment reached your country.  You will be responsible for paying additional charges for customs clearance; we  have no control over these charges and cannot predict what they may be.  Customs policies vary widely from country to country; please contact your local customs office for further information.

Privacy & Security

Information Sharing

Your privacy is very important to us so it is our priority to protect the information you provide to us.  what the frock?! does not share the personal information of its users with any third parties under any circumstances.  Your details will be kept on a private database for what the frock?! use only.

When you select to purchase a product from what the frock?!, we collect your personal information to fulfil your purchase request, as well as register you an account for future purchases and record keeping.

We send newsletters to users who select to receive them.  Should you at any point change your mind about receiving these communications, please select the unsubscribe link which is present in each e-mail we send to remove yourself from the list.

Security

Here at what the frock?! security is at the top of our priorities, our website is completely safe.  When you place an order on our website, your information is protected with both server authentication and data encryption, ensuring that your data is safe and secure.

what the frock?! limited does not collect credit card information from customers who place an online order.  We use the PayPal website payment standard solution which is protected by industry-leading security and fraud prevention systems.  At checkout, customers are transferred to a secure PayPal page to enter payment details and then directed back to our website.  When you use PayPal your financial information is never shared with what the frock?!

Note: you do not need a PayPal account to pay with a credit card via PayPal.

If you prefer, you can also pay directly into our HSBC bank account or if you live in Hong Kong or Singapore we also accept cash.  Please contact us at sales@whatthefrock.net for further information.

Contact Us

If you have any comments or queries regarding our privacy policy, please send us an e-mail to sales@whatthefrock.net