Do you charge membership fee?
No way! Membership to Frilly is free and you also get INR 150* off on your first purchase. All we need from you is an inherent desire to be fashionable all the time (Sign up to know more).
How secure is my transaction?
Your transactions are secured by Pay U India and are 100% secure. Our payment gateway is also SSL certified, meaning we are on a secure connection throughout your browsing experience (and not just during the payment part) !
What currency can I use on the website?
You can pay in INR while making a purchase.
When will I be charged?
In case you choose to pay by credit or debit card or net banking, immediate deduction will take place. If you choose to pay by cash, you can do so at the time of delivery.
How does GST vary for orders?
Tax may vary depending on factors like the city where the order would be shipped to and price of products.
If I return the order will the GST amount charged be refunded?
If any order is returned, the GST amount will be refunded. However, Shipping charges will be non-refundable.
If I cancel the order will the GST amount charged be refunded?
If any order is cancelled before it is shipped, the GST amount and shipping charges will be refunded.
Why was my card or net banking account not charged?
Your payment may have been declined due to either insufficient balance in your account or due to failure of internet connection. We recommend you call us at 1800 121 360 360 (24/7). You can also write to us at [email protected]
| In case of return | Refunded |
|---|---|
| Shipping charges | Non-refundable |
| Coupon/Wallet points | Yes |
| Gift Wrap | Non-refundable |
| In case of cancellation | Refunded |
|---|---|
| Shipping charges | Yes – If cancellation request is received before the order is shipped
No – If cancellation request is received after the order is shipped |
| Coupon/Wallet points | Yes |
| Gift Wrap | Non-refundable |
What payment method can I use online?
You can opt to pay by debit cards, credit cards, net-banking, wallets, paytm, google pay, phonepe or through cash on delivery. Here is a list of card types and wallets we support:
| Supported Card Types – Credit & Debit Card |
|---|
| Maestro |
| Visa |
| Master Card |
| AMEX |
| Supported Online Wallets |
|---|
| PayU money |
| Banks supported under Netbanking | ||
|---|---|---|
| HDFC Bank | ICICI Bank | State Bank of India |
| Axis Bank | Kotak | Bank of India |
| Bank of Maharashtra | Central Bank of India | Corporation Bank |
| Development Credit Bank | Federal Bank | Industrial Development Bank of India |
| Indian Bank | IndusInd Bank | Indial Overseas Bank |
| Jammu and Kashmir Bank | Karnataka Bank | Karur Vysya – Retail Netbanking |
| Karur Vysya – Corporate Netbanking | State Bank of Bikaner and Jaipur | State Bank of Hyderabad |
| State Bank of Mysore | State Bank of Travancore | South Indian Bank |
| Union Bank – Retail Netbanking | Union Bank – Corporate Netbanking | United Bank of India |
| Vijaya Bank | Yes Bank | CityUnion |
| Canara Bank | State Bank of Patiala | Deutsche Bank Netbanking |
| Dhanlaxmi Netbanking | ING Vysya Netbanking | Catholic Syrian Bank |
| Punjab Nation Bank – Retail Netbanking | Punjab Nation Bank – Corporate Netbanking | The Nainital Bank |
How can I cancel or change my order?
You can cancel your order by contacting our customer service team or by emailing us at [email protected] Your order can be cancelled any time until it has been sent from Frilly. We will not take any money from you until this point.
How do I return an item?
Simply fill out our quick and easy returns form, wrap up your unworn items in the original packaging and post back to us within 30 days for a full refund or exchange. We offer a handy free returns service. We will send you an email to confirm we have received your returned item.
You can also return any unworn items bought online at our Frilly stores, as long as you have your receipt and the original tags or you may take your order into one of our Frilly stores in its original packaging and your refund will be processed once it is received by our warehouse.
If you have received a faulty item from us, we are very sorry to hear it. Please post your parcel back to us as above stating the problem on our returns form. Or contact our customer service team for further assis-tance.
A few of our items are non-returnable, for a list of these and more details please see our delivery & returns page
Account
I am having problems logging into my account
It sounds obvious, but make sure you are entering your details in the cor-rect case first (lower/upper). If you have done this and are still having problems, you can re-set your password using the forgotten your pass-word link.Or, please do get in touch with a member of our customer service team and they will help you as soon as possible.
Customer Service
How do I get in touch?
How do I get in touch?
Our friendly customer service team would love to hear from you, so please do get in touch.
Ways of contacting us can be found on our Contact Us page
Customer service opening hours are:
8am to 8pm Monday to Friday.
9am to 5pm Saturday and Sunday.
Deliveries
Will my parcel be gift wrapped?
All of our parcels come beautifully wrapped in our signature lace print tissue, scattered with scented rose petals and arrive in cute pink and black boxes.
Feeling green? You can opt out of our wrapping service. If you do this, your parcel will be wrapped in tissue and placed in a simple box without our fancy bells and whistles.
How do I track my order?
When your order leaves Frilly warehouse, you will receive an email or a text message with your order tracking number so you can keep track of your order. However, we will keep you updated on where your parcel is. If you provide us with your mobile number we can text you parcel updates.
What shipping company do you use?
We use only reputed agencies to deliver your parcel.
When will my parcel be delivered?
We offer a super-speedy service straight to your door. Our next day de-livery option is perfect if you simply can’t wait for your treats. Frilly likes to make your shopping experience as easy and convenient as possible which is why we offer a next day delivery service.
As soon as we send out your parcel, you will receive either an email or an SMS with a tracking number. Hang onto this, it will enable you to track your parcel through to delivery.
If the customer is not home, the courier will attempt to leave with a neighbour to obtain a signature.
If this is not possible, the courier can leave the parcel in a safe location at the customer’s property. This is defined as “out of sight and under cover”. Please note that this is not possible for parcels where a signature is required.
If after 3 attempts, there is still an unsuccessful delivery, the parcel will be returned to the depot.
International deliveries
Using our Global Shipping Partner, we now ship to over 200 destina-tions, in over 60 currencies, and offer over 40 different payment meth-ods depending on your shipping country. Please ensure you select your shipping country, this will ensure you pay for your order in the correct currency. Deliveries time can vary from country to country.Please refer to the tracking number in your dispatch email to track your parcel through to it’s safe arrival. For more information on our delivery service please see our delivery & returns page.
How long will you keep my click and collect order in-store?
If you have ordered via click and collect online the store will keep your order for you for 30 days. After this time we will contact you as a remind-er, if we do not hear anything within a week the parcel will be returned to our warehouse.
Orders
How can I cancel or change my order?
You can cancel your order by calling our customer service team on 1800 3000 1007 (24/7) or by emailing us at [email protected].Your order can be cancelled any time until it has been sent from Frilly. We will not take any money from you until this point.
I have received an incorrect item
Oops, our mistake. We are really sorry you haven’t received the right item, we promise to sort this out as soon as possible.Please call one of our customer service team on 1800 3000 1007 (24/7) or email us at [email protected] and we will sort this out as soon as we can.
Part of my order is missing
We take great care and attention when preparing your beautiful Frilly purchases, but if your purchase is incomplete or not as you expected, please do not hesitate to get in touch.
If you contact a member of our customer service team on 1800 3000 1007 we will be able to process a refund or exchange.
Returns
I have received a Frilly gift, is it possible to return gifted items?
Yes you can, you are able to return the item as normal. Simply follow the guidelines on the paperwork you received with your parcel. We will exchange your goods if you like, however, refunds can only be given to the original cardholder or we can offer credit onto a gift card.
How do I return an item?
Simply fill out our quick and easy returns form, wrap up your unworn items in the original packaging and post back to us within 28 days for a full refund or exchange. We offer a handy free returns service. We will send you an email to confirm we have received your returned item.
You can also return any unworn items bought online at our Frilly stores, as long as you have your receipt and the original tags or you may take your order into one of our Frilly stores in its original packaging and your refund will be processed once it is received by our warehouse.
If you have received a faulty item from us, we are very sorry to hear it. Please post your parcel back to us as above stating the problem on our returns form. Or call our customer service team for further assistance on 1800 3000 1007 (24/7).
When will I receive my refund?
We will process your refund within 48 hours of receiving it back at our customer service HQ, following this it may take up to 7-10 working days to show up in your account depending on your bank. We will keep you posted of this by either calling you or sending you an email, so that you always know what’s going on.
Shopping at Frilly Lingerie Inc.
How do I buy online?
It is so easy to shop online with Frilly, all we need is your email address and you can shop away till your heart’s content. If you would like to set up an account, we just need a password, so you can keep your own personal wish list and keep track of your orders and history.
Can I place an order over the telephone?
Yes you certainly can, just ring our customer service team 1800 3000 1007 (24/7) who will be more than happy to assist you with your order. It would be helpful to have the style name and size that you need ready, so that we can process your order in a jiffy.
Can I pay with my debit card?
Yes you certainly can. You can also use any of the following:
Mastercard Credit card, Mastercard Debit, Maestro, Visa, Visa Debit, Vi-sa Electron, JCB, Amex, Paypal. You can also pay by paytm and google pay.
I can’t find my size online
Frilly always endeavors to carry a full size stock, so if for any reason we don’t have your size, it won’t be for long. Please do keep checking and if not, please ring one of our customer service team on 1800 3000 1007 (24/7) who will be able to tell you when we are expecting deliveries back in your size.
I am having problems placing an order
Oooh, this shouldn’t be happening as we have tried to make using our gift cards as simple and easy as possible. If you are having problems please call our customer service team on 1800 3000 1007 (24/7), we will be able to sort this out for you as soon as possible.
