FAQ

WHEN WILL MY ORDER SHIP?


We are currently in the shop packing orders from Tuesday through Friday! Sometimes we are able to pack them on the weekends, but no guarantees!

 We are having them posted/picked up as quickly and frequently as manageable. So far, things have been running smoothly with no delays! 

Learn more about our Shipping Policy.

 

 CAN I RUSH MY ORDER?


You have the option of various shipping speeds at checkout, but if you need to ensure it is packed and shipped or packed and ready for pick-up on the same day or by specific date, please give us a buzz at sales@frock.ca or (416) 516-1333 prior to checking out to make sure we can swing it! We would hate to let you down!

 

 WILL I BE CHARGED DUTIES AND TAXES?


If you are located outside of Canada, depending on your country’s specific regulations, you may be charged duties and taxes upon receipt of your package. This is your responsibility, we’re so sorry! We know it’s a bummer, but totally worth it!

Check out this tool or others like it online - Duty & Tax Calculator.

 

 WHERE DO YOU SHIP?


We can ship pretty much anywhere! Having a problem getting it to work for you at checkout? Give us a buzz at sales@frock.ca or (416) 516-1333 and we will do our best to get you sorted.

 

 CAN I GET SIGNATURE REQUIRED ON MY PACKAGE, PLEASE?


Certainly! Just leave a note at checkout so we make sure it’s noted on your package.

 

 CAN I RETURN MY ORDER?


Frock offers exchange or store credit on all regular priced, unworn merchandise within 14 days of purchase.

Store credit is currently being issued via online gift card so you can shop at your leisure from home! Once we reopen and are able to have you back in the shop, you will be able to choose online or in-store credit, as you like!

Proof of purchase is required, but we got you (mostly)! If you order online or keep a file at the shop, we likely have your receipt handy, so no need to fret! 

Please bring our attention to any issues you have with anything you buy from us, always! If something didn’t live up to expectations or you think maybe it was a bit of a lemon, we want to know about it and see what we can do!

 

I WAS OUT OF TOWN FOR 7 MONTHS AND JUST NOW GOT MY PACKAGE. CAN I RETURN IT?


If it has been thattttt much longer than 2 weeks since the delivery date or if the item has been worn, please understand that we will be unable to accept your return.

 

 I WANT TO PLACE A PRE-ORDER. WILL I BE CHARGED NOW OR WHEN IT SHIPS?


We don’t do these often but when we doooooo, you will be charged at the time of order to reserve your item. We do our best to give accurate ship dates but we will not be able to guarantee ship dates. Pre-orders are eligible for exchange or credit of course, unless they were a custom/special order - those babies are final sale.

 

 HOW DO I CHOOSE THE RIGHT SIZE FOR ME?


Sizing will forever be a frustrating thing to maneuver. There’s no standard sizing, every designer seems to use a different system, what’s a 4 anyways? Ahh it’s all SO confusing! We feel ya. It’s the pits.

We recommend this: Try your best to forget about the numbers and letters and go with what makes sense to you and how you want it to look! Measurements are your best friends. Some days maybe you’re an XL, another you’re an S. It makes no sense. Just go with it.

We do our best to provide designer and garment specific size charts, but never hesitate to holler if you need to know a specific measurement or want to see something on a real person. We will do our best to help you out!

 

 WHAT FORMS OF PAYMENT DO YOU ACCEPT?


We accept all major credit cards and we currently process all payments through Shopify and PayPal. We can, of course, process your payment in person via card or cash, etc.

Unfortunately, we are unable to process payments over the phone.

 

 DO YOU SELL GIFT CARDS?


Yes! We offer gift cards in several denominations. A perfect gift for your pal who loves to shop small/local!  

Gift cards never expire! Should you have any issues with yours or one you’ve gifted, do not hesitate to check in with us and let us look into for you.

 

 DO YOU OFFER PROMOTIONS AND DISCOUNTS?


Frock sale room! Omggggg, let’s talk about it!! We know you love it down there and we love to watch you find those amazing deals just perfect for you! We do want to gently remind you that all discounted items are final sale.

While we do offer flash sales from time to time and during street festivals, etc. Those promotions are only available during the specified dates. We thank you for understanding!

*During the extended lockdown situation in our fair city, we have been doing our best to be flexible on our discounted item policies, allowing exchanges on sizes within the same style, etc. Please ask any questions and address any concerns with us prior to checkout. We’re here to help.

 

 HOW DO I GET IN TOUCH WITH YOU?


You can contact us by email at sales@frock.ca ,  or by phone at (416) 516-1333. We also respond pretty quickly to DM's via Instragram!!