Frizian wants you to have the best experience when shopping with us. However, if you are dissatisfied with your new purchase, you can always request a return. Please contact our customer service team, we work quickly to address the issue and give you the best solution.
Before returning your purchased product from Frizian, we encourage you to have look at the following policy:
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart on each product page. Just click on the Product Details link to find your best fit!
MODIFICATIONS OR CANCELLATION POLICY
Once you have submitted your order to our system, we will send you an order notification to review. You will have 24 hours to edit or cancel your order after you’ve placed it. Please contact our customer team for further assistance regarding change or cancellation requests. All change or cancellation requests made after 24 hours will not be subject to process.
Somewhere along the way, an incorrect sizing issue may occur with an order. If this is your case, unfortunately, we cannot exchange or refund your item. Each item comes with a custom size chart and details. Please make sure you check the Product Details and Size Chart before making the purchase. It is to avoid the case that you select an inaccurate size or make the wrong order.
WRONG ITEM SENT
If the wrong item, color, or size has been sent to you, which doesn’t match your order details, this is an error on our part and we’d be more than happy to correct the problem. We offer a free exchange or refund on the affected items. Please note that we are not able to process a refund or replacement for damaged items once they have been used or washed.
We’ll need a clear picture of the incorrect item shipped and your order number to proceed. Please reach us at [email protected] to initiate the Refund process and one of our customer service staff will assist you in the next steps.
We are working our very best to deliver excellent quality on every single product and customer experience. Customers are eligible for a replacement or refund in rare cases of damage or poor print quality. Please note that we are not able to process a refund or replacement for damaged items once they have been used or washed.
We’ll need a picture of the defective item with a specific description of the damaged area and your order number to proceed. Please reach out to our team right away at [email protected] to initiate the Refund process and one of our customer service staff will assist you in the next steps.
At Frizian, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing, or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print, or the damaged area of the item. Please contact us by email at [email protected] and one of our helpful support staff will organize a reprint or a refund for you!
ORDER NOT RECEIVED
If your item has not arrived within 30 days for apparel products and 60 days for pillow covers, shoes or saddle bags… after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
All of our artworks, made and supervised by a professional design team, are tailored to the tastes of our customers
We allow personalization to your needs and preview the design of your choice before proceeding with the order, these are personalized products printed according to your requirements, so we do not offer returns or reprints for orders marked as delivered.
Customers can contact their carrier (i.e., USPS/ UPS, DHL, FedEx, etc.) for exact details on the delivery, including GPS location.
We want you to be satisfied with the services provided by us. If your product is defective or not described, don’t worry. Just send us an email at [email protected] and we will make it right by offering you a replacement or refund.
Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.
Any dissatisfactions related to apparel sizing and/or colors will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 6 hours after completing your purchase.
Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.
* We will give a 100% refund of your receipt (Transaction Fee + Shipping Fee) or send you a replacement if your order meets the problems below.
- Your order will be submitted to either replacement or refund if:
Your order does not arrive at your shipping address within 45 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected.
With our policy, within 7 days of you receiving the item, you can request a refund or a replacement in the following cases:
- Printed products are not clear, blurred.
- The printing position is not centered as described on the website.
- Wrong product delivered in the order, or part of the order is wrong.
- Damaged by transportation: torn, stretched.
- The product has the wrong size or color as described.
- Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:
- Photo(s) of quality issues and any damaged parts of the actual product received;
- Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
- Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
- Photo(s) of the original shipping label of the product received.
You can send these pieces of evidence through email support: [email protected]. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.
- After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 07 business days of refund confirmation. In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on your email and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that the Frizian is integrating. Please remember it can take some time for your bank or credit card company to process and post the refund.
There is no need to return your item under any circumstances. Items purchased from Frizian are custom-made and printed just for you. Returns cannot be offered unless the item is defective. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via [email protected] within 07 business days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- You will be responsible for paying for your own shipping costs for returning your item(s).
- We will issue a refund or send a replacement immediately when we check your items have full conditions of refund policies. You don’t need to return your items. The time of receiving your replacement item is the same as the time of shipping new products.
- You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if you fail to provide the information and/or documentation requested or if you provide inaccurate or fraudulent information.
- We shall not be responsible for any damage, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.
- When you submit a purchase, the risk of order loss is transferred from our store to you/your party once your order is delivered to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.
- We shall not take any liabilities for any loss or shipment delivery failure due to: recipient’s unavailability, incorrect or insufficient addresses, or package refusal Therefore, kindly ensure your information is correct before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at [email protected] as soon as possible to receive prompt support.
In most cases, we will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
To return your items, you should contact our customer service team. Please note that you will take responsibility for paying the shipping costs to return.
- The time frame to take advantage of the refund option: 14 days.
- Who pays the shipping cost on returns: Customer
- Defective/broken products : Please send us the image to show the product is broken to [email protected]
- we do not accept returns for products which are not broken or delivered incorrectly
- Please contact us at mail: [email protected] or with phone: +1(904)-537-2105
**Please make sure that:
The product was purchased in the last 60 days
The product is unwashed, unworn, and unused
The product itself or the printing is defective OR the final product is different than the one you ordered
All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable, in most cases.