At FrappeToGo, each product is made to order, ensuring you receive a high-quality item created just for you. Because of this, we do not accept returns or exchanges unless an item arrives defective or damaged.

While we strive for excellence, we understand that issues may occasionally arise. If you receive a flawed product, please email us at mail@frappetogo.com, and we will be happy to assist with a refund or replacement. Here's how to proceed:

Initiate a refund
To initiate a refund, please email us within 14 days of delivery. We will provide you with instructions on where to send your return.

Order cancellation
To cancel an order, please email us within 24 hours of placing your order.

Eligibility for Refunds

1. The item must be unused, in the same condition as when you received it, and in its original packaging.
2. If the item is damaged due to shipment or quality issues, we require pictures of the product.
3. Personalized items cannot be refunded.
4. Sale items cannot be refunded.
5. For products that fall under the non-returnable category, we require pictures of the product.
6. To complete your return, we require a receipt or proof of purchase.
7. If you're the gift recipient, you will receive a gift credit for the value of your return.

Exempt Goods
The following are exempt from refunds:

• gift cards

The following are non-returnable* due to their small size, low value, or the risk of damage after opening or during shipment. For refund eligibility, read "Eligibility for Refunds.".

• stickers

Exchanges (if applicable)
To promptly obtain the desired item, we recommend initiating a return for the current item. Once the return is processed and accepted, you can proceed to make a separate purchase for the new item. This approach ensures a quicker resolution and allows you to swiftly acquire the product you desire.

Partial refunds are granted (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
• Late or missing refunds
• If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
• If you have done all of this and you still have not received your refund yet, please contact us at mail@frappetogo.com

Shipping

• Contact us for the return address.
• You will be responsible for paying for your shipping costs when returning your item.
• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you, may vary.