Frequently Asked Questions

Orders and delivery

1. Where is my order?

Check your order confirmation email for your order number and the latest link to your order. If you need a current update, email support@frenesifashion.com with your order number and the email address or phone number used at checkout. We will check whether your order is being prepared, has been handed to the courier, or is in transit.

2. How long will my order take to arrive?

Our published estimate for delivery within India is 18–25 working days from the date you place your order. Working days exclude Saturdays, Sundays and public holidays. Some products have different dispatch details on their product pages, and customs or courier delays can affect the delivery date. If your order is past its estimated window, contact us with your order number so we can investigate its status.

3. My order says “confirmed” or “preparing.” Has it shipped?

An order confirmation means we have received your order; it does not mean the parcel has been handed to a courier. We will share tracking when the order is connected to the local courier. If the status has not changed and you need an update, email us your order number.

4. Why have I not received a tracking link?

Tracking becomes available after courier handover and the courier's first scan. If you have not received a shipping confirmation, we can check the order's processing stage. Email support@frenesifashion.com with your order number.

5. My tracking link shows “records not found” or has stopped updating. What should I do?

Please send us your order number, the tracking number or link, and a screenshot of the message. We will verify the tracking details and the latest courier scan, then tell you the next step. A tracking number alone does not confirm that the courier has collected a parcel.

6. It has been more than 25 working days. What happens now?

Email support@frenesifashion.com with your order number. We will investigate the processing and courier status and give you a clear update on the next step. If the order cannot be fulfilled or delivered, we will review the appropriate resolution for your case.

7. I need my order for an event. Can you guarantee delivery by a particular date?

Please check the delivery estimate before ordering and contact us with your date if timing is important. We can check the item's status, but a delivery date is only confirmed if our team has expressly confirmed it to you in writing.

8. Tracking says “delivered,” but I do not have my parcel. What should I do?

Contact us promptly with your order number, tracking link and delivery address. We will raise a delivery investigation with the courier and review the available proof of delivery. If a building reception or another person may have accepted the parcel, please let us know so we can check that information too.

Payment and order details

9. I paid, but I did not receive an order confirmation or order number. Was my order placed?

First check the inbox and spam folder for the email address used at checkout. If you still cannot find a confirmation, email us the checkout email or phone number, payment date, amount and payment reference or screenshot. We will reconcile the payment with our order records. Please do not send your card number or password.

10. Why can I not see my paid order in my account?

An account login issue does not necessarily mean your payment or order is missing. Contact us with the checkout email or phone number and your order or payment reference. We will look up the order and help you access the correct details.

11. Can I change my delivery address, contact details, size or colour?

Email support@frenesifashion.com as soon as you notice the error. Include your order number and the exact change you need. Changes depend on the order's processing stage and product availability; our team will confirm whether the update has been made. Please do not assume a change is complete until you receive confirmation.

Cancellations, returns and exchanges

12. Can I cancel my order?

If you need to cancel, email us with your order number within 24 hours of placing it. We will review the request under the cancellation policy and confirm the outcome. Once an order has moved into processing, a cancellation may no longer be possible.

13. My order is delayed. Can I ask for a refund?

Yes, contact us with your order number and tell us what has happened. We will first verify whether the parcel has been dispatched, is in transit, or cannot be fulfilled, then confirm the available resolution for your case. The store credit terms for a standard return should not be treated as an automatic answer to an undelivered or incorrect order.

14. Can I return an item that does not fit or that I no longer want?

For an eligible item, request a return within 14 days of delivery by emailing support@frenesifashion.com with your order number. The item must be unused and unworn, with its tags and original packaging, and you will need proof of purchase. Please wait for return instructions before sending it; customers arrange the return shipment or reverse pickup. Some categories and sale items are excluded from standard returns, so check the refund and returns policy for details.

15. Can I exchange an item for another size?

Request a size exchange within 7 days of delivery by emailing your order number and the size you need to support@frenesifashion.com. One size exchange is available per eligible order, subject to stock and the item's condition. If your size is unavailable, our team can discuss an exchange for another eligible product.

16. How does store credit work after an approved return?

After we receive your eligible return and it passes quality inspection, we issue a credit note or gift card for the amount paid for the returned item after discounts; the original shipping charge is excluded. The credit is valid for six months from issue and can be used on our website. Standard return credits are separate from the way we resolve missing, damaged, incorrect or undelivered items.

17. My gift card or credit note is not working. Who can help?

Email support@frenesifashion.com with your order number, the gift card or credit note details and a screenshot of the checkout error. We will check the code, its available balance and validity, then help you apply it or explain the next step.

Problems with a delivered order

18. An item is missing from my parcel, or I received the wrong item. What should I do?

Contact us promptly with your order number, a photograph of what arrived, and a photograph of the parcel label and packing details if available. We will check the order and shipment records, investigate the discrepancy and confirm a resolution. Please keep the packaging until the review is complete.

19. My item arrived damaged or defective. What should I do?

Email support@frenesifashion.com promptly with your order number and clear photographs of the item and issue. We will review the concern and confirm an appropriate resolution. The rules for standard change-of-mind returns do not remove remedies available for defective, damaged or incorrectly supplied goods.

For more detail, see our shipping policy and refund and returns policy, or email support@frenesifashion.com with your order number.