14-Day Satisfaction Guarantee
At frosted.is, we stand behind the exceptional craftsmanship and quality of our luxury down jackets. If for any reason you are not completely satisfied with your purchase, we offer a 14-day return policy under the following conditions:
Eligibility for Returns
To qualify for a return or refund, your item must meet the following requirements:
✔ Unworn & Unused – The jacket must show no signs of wear, stains, odors, or damage.
✔ Original Packaging – Must include all tags, protective bags, and accessories.
✔ Proof of Purchase – A valid order receipt or confirmation email is required.
Acceptable Reasons for Returns
We accept returns in the following cases only:
🔹 Damaged or Defective Item – If the product arrives faulty or not as described.
🔹 Wrong Item Received – If you receive an incorrect size, model, or color.
Because all items on frosted.is are displayed with real product photos, detailed descriptions, and sizing information, we do not accept returns for buyer’s remorse or change of mind. However, in exceptional situations, we may review and approve requests at our discretion.
Refund Process
1️⃣ Inspection Upon Receipt – Once we receive your return, our quality control team will inspect it carefully.
2️⃣ Approval Notification – You will be notified via email whether your return has been approved.
3️⃣ Refund Issued – Approved refunds will be processed to your original payment method within 3–7 business days (depending on your bank’s processing time).
Shipping Costs for Returns
🚚 Buyer Pays Return Shipping – You are responsible for shipping costs when sending the item back to us.
🚛 Free Exchange Shipping – If an exchange is approved, we will cover the shipping cost for the replacement item.
How to Initiate a Return
📧 Contact Our 24/7 Support Team – Email or message us through the contact page on frosted.is.
🔹 Provide Order Details – Include your order number, reason for return, and supporting photos (if applicable).
📦 Follow Our Return Instructions – Our team will guide you through the return process step by step.
Important Notes
Payment Policy
🔸 Contact Us First – Before filing any payment dispute or chargeback, please contact our customer service to resolve the issue promptly.
🔸 Accurate Order Description – For payment processing purposes, please describe your order as “fashion outerwear” or “clothing.”
Customer Satisfaction is Our Priority
At frosted.is, we are dedicated to providing premium products and a flawless shopping experience.
If you have any concerns or need assistance, our support team is always available to help you with professionalism and care.
Thank you for choosing frosted.is — where luxury, warmth, and quality meet.
