Return & Refund Policy

Last Updated: August 20, 2026

Cancelling an Order

• Before Dispatch: You may cancel your order at any point prior to shipment. Please contact us immediately at service@froleam.com with your order number. Once your cancellation is confirmed, a full refund will be issued to your original payment method.
• After Dispatch: Once an order has been shipped, cancellation is no longer possible — however, you are welcome to initiate a return using the process outlined below.

EU Customers: Your Right of Withdrawal

As an EU consumer, you hold the statutory right to withdraw from your order within 14 days without providing any reason. This 14-day period commences from:

• The day you (or a person you designate) take physical possession of the goods; or
• For orders delivered across multiple parcels, the day the final parcel is received.

What’s Not Covered by This Right

• Personalised Items: Custom or made-to-order products are excluded from the right of withdrawal.
• Sealed Hygiene Products: Cosmetics such as lipsticks, eyeshadow palettes, and applicators that were sealed for hygiene purposes and have been unsealed following delivery are not eligible for return.

Returning an Item

Conditions

• Notification Window: You have 14 days from the date of delivery to notify us of your intention to return an item. You then have a further 14 days to dispatch it back to us.
• Item Condition: Items must be returned unused, unopened, with all protective seals intact, and in their original packaging wherever possible.

Steps to Follow

• Step 1 – Contact Us: Email service@froleam.com with your order number, the item(s) you wish to return, and your reason for returning.
• Step 2 – Pack Your Return: Use the original packaging where possible, keep protective seals as intact as circumstances allow, and pack securely to prevent transit damage.
• Step 3 – Ship It Back: Send the parcel to the return address we confirm upon approving your return request.
• Return Address: To be confirmed — please contact us before dispatching any return.

We recommend using a trackable shipping service and retaining your receipt. Please share the tracking number with us once your return is on its way. If the return destination is outside the EU, please also retain any customs documentation related to the return shipment.

Who Covers Return Shipping?

Return shipping costs are the customer’s responsibility. We refund the product price plus the original standard delivery fee, where applicable.

Refunds

• Processing Time: Returns are inspected and processed within 72 hours of arrival at our facility.
• Refund Timeline: Once processed, your refund is issued within 14 business days. Please note that your bank or card provider may require additional time to reflect the credit.
• Refund Method: All refunds are returned to the original payment method used at checkout.

Haven’t Received Your Refund Yet?

• First, check with your bank or card provider — processing times can vary.
• Have your order confirmation email to hand when following up, to help expedite the process.
• Still waiting? Contact us at service@froleam.com and we will investigate promptly.

Damaged or Incorrect Items

Please contact us within 7 days of delivery at service@froleam.com, including your order number, clear photographs of the issue, and a brief description. We aim to resolve all reported issues within 48 hours, offering either a full refund (inclusive of shipping costs) or a complimentary replacement with a prepaid return label.

Exchanges

We do not currently offer direct exchanges. If you require a different shade, size, or product, please return your original purchase for a refund and place a new order for the item you’d like.

Contact Us

• Email: service@froleam.com
• Registered Company: KINGSWELL S.R.L.
• Company Registration Number: J2026039666004
• Subject Format: "Return Request – Order #[YOUR ORDER NUMBER]"

For all return and refund enquiries, please email service@froleam.com — we aim to respond within 24 to 48 hours.