frooti Information

About Us At frooti, we are completely dedicated to providing great quality items at great prices. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:
frooti
15 Milner Street

Newark
Nottinghamshire
NG24 4AA
United Kingdom
Phone: 01636 705498
Email: customerservice@frooti.co.uk

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to your own currency.

We accept all major credit and debit cards including: Visa, Visa Delta, Visa Electron, MasterCard, Switch, Maestro, Solo, though currently not Diners Card or American Express. Please note we do not accept cheques or postal orders. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling
UK - STANDARD DELIVERY

There is a delivery charge of £2 on all Lingerie orders.

Delivery in the United Kingdom is 3-5 working days from despatch (Royal Mail*).

Please note that we charge delivery on non-lingerie items according to weight.

*All deliveries will be made according to the carrier's standard procedures. For standard delivery, a signature should not be required, however packages that will not fit through your letterbox may, in your absence, be taken back to the postal depot for collection. Please note that orders cannot be sent to PO box addresses. Should you require clarification on what happens if no one is available to receive the goods, and/or a signature is required, please contact the carrier direct.

OUTSIDE THE UK

We charge a standard fee on deliveries outside of the UK. For EU countries to which we ship, the charge is £4. For non-EU countries to which we ship, the charge is £6.

Delivery Schedule All products will be shipped as soon as possible (subject to credit clearance and availability of stock).

Orders are sent in plain packaging. However, please note that for delivery purposes, our return name & address will be shown on the back of your package in small font.

WE ARE ON HOLIDAY UNTIL 13TH AUGUST SO IF YOU ORDER BEFORE THEN THERE WILL BE A DELAY IN PROCESSING YOUR ORDER.

Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait. On some lingerie items we have to place our orders 6 months in advance and cannot re-order. If you have ordered one of these items, we will contact you with an alternative suggestion or you may cancel your order.

Tax Charges None

Credit Card Security When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (excluding sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. Please make sure you keep your own underwear on when trying briefs for size.

All garments are thoroughly checked by frooti prior to dispatch. All returns will be carefully checked and no credits, exchanges or refunds will be given on any garments that we consider have not been returned in the same pristine, unworn, undamaged condition in which we sent them to you.

Please read our Returns Policy for more details.

Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01636 705498 (International +44 01636 705498) or fax us on or write to us at 15 Milner Street Newark Nottinghamshire NG24 4AA United Kingdom

Privacy Policy At frooti, we do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

a. Take and fulfil customer orders;
b. Administer and enhance the site and service and
c. Only disclose information to third-parties for goods delivery purposes

By using this site, you signify your consent to frooti's Privacy Policy. If you do not agree to this policy, please do not use this site. We reserve the right to make changes to this policy. Please check back from time to time to ensure you are aware of any changes in our privacy practices. Your continued use of our site will signify your acceptance of these changes.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We will never exchange, rent or sell your information to any third party. We will maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided us with.

We will give you the chance to refuse any marketing email from us in the future.

The type of information we will collect about you includes:

- your name
- address
- phone number
- email address

If you have any questions/comments about privacy, you should contact us via email at customerservice@frooti.co.uk or write to us at:

frooti
PO Box 8849
Newark
Nottinghamshire
NG24 9BR

Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (excluding sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. Please make sure you keep your own underwear on when trying briefs for size.

All garments are thoroughly checked by frooti prior to dispatch. All returns will be carefully checked and no credits, exchanges or refunds will be given on any garments that we consider have not been returned in the same pristine, unworn, undamaged condition in which we sent them to you.

HOW TO RETURN GOODS TO US

If you wish to return goods to us, you may do so by giving us prior notice. Please advise us of your intention to seek a refund or exchange by an email entitled REFUND or EXCHANGE to:

customerservice@frooti.co.uk

Please complete the returns note and clearly state whether you require a refund or an exchange. Please pack the items in suitable packaging and return the parcel with adequate postage to:

frooti
15 Milner Street
Newark
NG24 4AA

Please allow up to ten working days for your goods to be returned to us.

When sending a return, the parcel is your responsibility until it reaches us. Charges for postage on returned goods will be borne by you and when posting goods we strongly recommend that you send the parcel using an insured delivery service and obtain proof of posting. Returned items which are damaged as a result of you packing the items inadequately will not be refunded. Please note that you will not receive a refund of postage and packaging unless the goods have been deemed to be faulty or you are returning an item as a result of a mistake by frooti.

We will let you know as soon as we receive the goods and will then endeavour to process your request for either a refund or replacement as quickly as possible. We will refund money onto the card which was used for the purchase once we have received the goods and checked their condition; this may take a few days to process.

If you have requested a refund, or replacements of a lower value than the returned goods, a refund will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed.

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order.

Note: Certain products are excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.

RETURN OF FAULTY GOODS

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a letter, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please quote your order number on the top left hand side of the package, to assist us in identification on return to frooti.

RETURNS PERIOD

Our normal returns period is 14 days from when you receive the goods, and any returned items must be received by us within this time. However, to allow for unwanted or ill-fitting gifts, the following exception applies: Christmas gifts ordered from November onwards may be returned up to the end of January.

Remittance Terms We will not process your order until we have received your payment.