Shipping & returns
Frage is committed to bringing our products to everyone in the world. We deliver to most countries in the world and are dedicated to meeting a variety of shipping needs. We work in conjunction with the most reliable international and domestic couriers to ensure that your package gets to you safe and on time.
All orders will be processed and shipped directly from our distribution center in Hong Kong. Please note, these orders may incur customs & duty fees, which the customer is required to pay in order to receive their order. Orders will be processed within 3 business days (local time in Hong Kong). Our Order processing is automated, hence, once an order is placed on our website, it cannot be canceled or amended.
The type, quantity, and weight of your package may vary, and as such, the cost may vary. Shipping costs also vary depending on your location and desired shipping speed. To get a shipping quotation, please add your selected items to your shopping cart, and enter your shipping address on the checkout page.
EU & USA SHIPPING
Most standard shipments are sent through several carriers and postal service providers. Packages usually reach their destination in 5-7 business days, but could occasionally take longer.
Most standard shipments sent from Hong Kong are shipped through several carriers and postal service providers but are handed off to your local mail carrier once it arrives in the destination country. Orders typically take 5-15 business days to reach international destinations, but can sometimes take as long as 4-6 weeks for some destinations. It ultimately depends on where you live and what you've ordered.
VAT & DUTIES
Some countries apply duties or VAT on shipments received from Hong Kong. You are responsible for any such extra taxes or fees your government applies to get the package delivered. Frage will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control and is in the control of your countries' officials and mail systems.
NOT SATISFIED WITH YOUR PRODUCT?
If you are not completely satisfied with your purchase, you may return the item to us in its original condition within 14 days of receipt. Only items purchased directly from Frage online store will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation. Non-returnable items include items purchased through retailers and damaged products through customer mishandling. Returns made without a receipt may be refused. Frage reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product. Please note, we may request for your order to be returned to one of our global warehouses, including, but not limited to, warehouses in Hong Kong.
To start the return process, please contact our Customer Support team. Please include the following information:
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
DID YOU RECEIVE A FAULTY PRODUCT?
All of our products are covered by a one-year manufacturer's warranty from the date of purchase. If you have a faulty product, please contact us.
Processed refunds are completed within 7 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.) For defective returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees, including return fees.
CANCELLING OR AMENDING ORDERS
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be canceled or amended. Any unwanted items after your order have been placed must be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer unless the item is faulty.