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Returns / Refund / Exchange Policy

If you are not satisfied with your online purchase, you may return your item(s) for a full refund or exchange via within 14 days for Local Customers and 30 days for International Customers from date of invoice.

We do not do refund due to change of mind. 

To complete your return or exchange, we require a receipt or proof of purchase.

To be eligible for a return or exchange, your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds (if applicable)

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 ShopFrequency online account with a validity of 3 months from the refund date.

Late or missing refunds (if applicable)

If you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at and we will advise you on the process to send us the returned item(s).


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Defects / Wrong Items

We're sorry for sending you defected / wrong item! Please email to with your order number, name of the defected item(s) and photographs of the defect within 14 days from receiving your parcel.



To return or exchange your product, please email to

You will be responsible for paying for your own shipping costs for 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.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


How to return:

  • Complete "Return Form".
  • Pack your item(s) securely, including the "Return Form" and paste the “Return Shipping Label” provided, on your return parcel.
  • Send the parcel via Registered Mail to the address stated on the "Return Shipping Label".
  • You will be notified via email once your parcel reaches us. Further information will be provided in the email.

Kindly take note of the following:

  • You will be responsible for any costs associated with returning the item to us.
  • We recommend that you post via Registered Mail and request for a delivery confirmation tracking number to ensure that your package is traceable throughout the return process. We will not be held responsible if your package is lost during transit.
  • Returns will not be accepted at all departmental stores in Singapore. Do ensure that you follow the steps above when processing your returns for item(s) purchased online. 
  • Exchange requests will not be accepted for all non-Singapore addresses. Please return the item(s) to us for a refund or place a new order.
  • A final inspection will be done to ensure that the return item(s) is in its original condition before we process your refund.
  • Please ensure that the item(s) is in original condition, original packaging and with the original tags attached. Returns that do not meet our policy will not be accepted and will be returned to you at your cost.
  • You will be refunded store credits into your FREQUENCY account.
  • Refund value will be based on the merchandise value stated on your invoice, excluding shipping and handling charges from your initial order.



FREQUENCY reserves the right to amend any policy or terms and conditions at any time without prior notification. In the event of any dispute, FREQUENCY shall have all rights to the final decision.