Refund policy

At Frozenoir, your confidence in every order matters to us. If something isn't quite as it should be, we're here to put it right through a process that stays clear and free of hassle.

30-Day Return Window

From the day your order is delivered, you have 30 days to request a return. Requests made after this period may no longer qualify.

To get the ball rolling, simply contact us at support@frozenoir.com and include the following:

Your order number
The item(s) you wish to send back
The reason for your return
Photos where applicable

As soon as we've gone over your request, we'll send you instructions on the next steps.

Return Eligibility

For a return to be approved, items need to:

Remain unused, unworn, and in the same condition as received
Come with all original packaging, tags, and accessories
Still be in a resellable state

Items that fall short of these conditions may not qualify for a return.

Return Shipping Costs

Every outbound order ships free of charge, with no restocking fees or hidden costs.
When a return results from a change of mind, the wrong size, or an exchange, the customer covers the cost of return shipping.

We suggest using a trackable shipping method when sending items back. Frozenoir cannot be held responsible for return parcels that are lost on the way.

Refunds

Once your return reaches us and has been checked, your refund will be issued to the original payment method within 7 business days. Depending on your bank or payment provider, it may take a little extra time before it shows up in your account. You'll receive a confirmation as soon as the refund has been processed.

Damaged, Defective, or Incorrect Items

If your order turns up damaged, faulty, or different from what you ordered, please reach out to us as soon as you can at support@frozenoir.com and include:

Your order number
A description of the problem
Clear photos of the item and its packaging

After we've looked into your case, we'll arrange a replacement or refund at no extra cost where applicable.

Order Cancellations

Orders may be cancelled within 24 hours of being placed. Beyond that point, fulfillment may already be underway and cancelling may no longer be possible. If your order has already shipped, you're welcome to submit a return request once it has arrived.

Exchanges

Looking to swap an item? Get in touch with us and we'll guide you through the process. Shipping costs for exchanges may apply, unless the item arrived defective or incorrect.

Contact Information

Store name: Frozenoir
Company name: Astrova LLC
Registration Number: 352959652
Address: 5830 E 2nd St, Ste 7000 #35288
Casper, WY 82609
United States
Email: support@frozenoir.com
Phone:
Support hours: Monday to Saturday, 9:00 AM to 5:00 PM
Response time: within 12 to 24 hours